Dedicated Patient Care Specialist

Hy-Vee, Inc.•Omaha, NE

1d•Onsite

About The Position

The Dedicated Patient Care Specialist is responsible for day-to-day customer service and support for specifically assigned clients and customers within a product program. The role handles inbound and outbound patient calls, prescription refill reminders, interaction documentation, patient enrollment, patient requests, and coordination of patient-to-pharmacist consultations. The specialist provides excellent customer service and follows the workflows and requirements of assigned programs. The specialist explains company services and patient rights, coordinates communications among patients, providers, insurers, pharmaceutical companies, and internal teams, and supports onboarding, medication delivery scheduling, prescription refills, and order processing. Clinical questions and concerns are referred to licensed healthcare professionals. The position reports to the Director, Specialty Pharmacy Programs and has no direct reports. The role is based in a normal office environment and requires frequent computer and office-equipment use, detailed documentation, and regular communication with patients and internal and external contacts. The stated schedule is Monday through Friday, 8 a.m. to 5 p.m. CST, with no weekends.

Requirements

High school diploma or equivalent.
At least six months of Patient Care Specialist experience.
Working knowledge of the healthcare industry.
Proficiency with Microsoft Excel, Word, and Outlook.
Ability to meet tight deadlines.
Detail-oriented, with a high degree of accuracy.
Ability to work with internal management and staff, as well as external clients and vendors.
Ability to remain stationary for up to 90% of the time and occasionally move around the office to access equipment and attend meetings or events.
Ability to communicate information clearly and exchange accurate information.
Ability to observe details at close range.
Must pass applicable pre-employment drug testing, background checks, and health screening, if applicable.

Nice To Haves

Working knowledge of Medicare, Medicaid, and commercial insurance relating to pharmacy billing, prior authorizations, insurance verification, and medical terminology.
Knowledge of Medicare, Medicaid, commercial insurance, and renal programs and their application to transplant and specialty patients.
Knowledge of insurance verification and online prescription adjudication.

Responsibilities

Explain company programs and services to patients and provider office staff, including specialty services, shipment contents, and patient rights.
Liaise by phone, fax, and email among the company, patients, insurers, pharmaceutical companies, and provider offices.
Make onboarding calls, schedule medication deliveries, confirm patient demographic and address details, and explain applicable copayment responsibilities.
Enter required information into tracking software and transfer calls to clinical staff for clinical education or assessment.
Contact patients about prescription refills and refer medication- or illness-related questions and concerns to licensed healthcare professionals, including pharmacists, nurses, or supervised pharmacy interns.
Notify appropriate staff of information gathered from patients or providers that may affect a patient’s disease state, medication regimen, or funding method.
Record and process orders and inquiries received by mail, telephone, or direct patient contact according to the assigned program.
Respond to patient inquiries by phone or email in accordance with service and quality standards.
Document calls involving patients, caregivers, insurers, providers, and pharmaceutical companies.
Create patient activity reminders for follow-up calls, clinical assessments, case-management referrals, discharge initiation, patient letters, and other care-related tasks.
Maintain the established patient-care workflow and follow assigned program requirements.
Collaborate with program team members on other aspects of product programs as appropriate.
Follow company policies and management directives and maintain confidentiality of personal, financial, strategic, and proprietary information.