Dedicated Patient Care Specialist

Amber Specialty Pharmacy•Omaha, NE

10d•Onsite

About The Position

At Amber Specialty Pharmacy, our commitment to patient care is unmatched. Enjoy fulfillment in a career where you have the opportunity to make a positive impact on patients with complex and chronic conditions. This role is responsible for the day-to-day customer service activities and support of specifically assigned clients and customers for a given product program. Responsibilities include inbound and outbound patient phone calls, prescription refill reminder calls, documentation of patient interaction, facilitation of patient-to-pharmacist consultations, patient enrollment functions, and assisting with patient needs and requests. The Dedicated Patient Care Specialist provides excellent customer service in all exchanges.

Requirements

Working knowledge of the healthcare industry
Six months or more of Patient Care Specialist experience
Proficient with MS Excel, Word, and Outlook
Demonstrated ability to meet tight deadlines
Must be detail oriented with a high degree of accuracy
Ability to work with all levels of internal management and staff, as well as outside clients and vendors
Must pass post-offer, pre-employment drug background tests as allowed by state, federal, local ordinance, statutes and licensing/accreditation requirements.
Candidates must be able to pass a pre-employment drug test, background check, and health screening (if applicable).

Nice To Haves

Working knowledge of Medicare, Medicaid and Commercial Insurance related to pharmacy billing, prior authorizations, insurance verification, and medical terminology preferred
Must be knowledgeable in Medicare, Medicaid, Commercial insurance, and renal programs and how they apply to transplant and specialty patients
Knowledgeable in the process of insurance verification and online prescription adjudication

Responsibilities

Explains all Company programs and services to patients and provider’s office staff, including what to expect with Company specialty services, contents of shipments, and patient rights.
Acts as a liaison between Company, patients, insurance, Pharma, and provider’s offices via phone, fax, and email communications.
Contacts patients to provide onboarding welcome calls, schedule new medication deliveries, confirm demographic and address information, and inform them of any copayment responsibilities following the requirements of the assigned patient program.
Enters data requirements into tracking software.
Transfers call to clinical staff for clinical education/assessment activities.
Communicates with patients as needed based on prescription refills and refers any medication or illness-related questions or concerns to a board-licensed healthcare professional, including but not limited to pharmacists, nurses, or supervised pharmacy interns.
Notifies appropriate staff of relevant information gathered during calls to provider's or patient's that may affect a patient’s disease state, medication regimen, or method of funding.
Records and processes orders and/or inquiries received by mail, telephone and/or through direct patient contact per assigned product program.
Provides timely response to patient inquiries by telephone and/or email in an inbound or outbound manner, consistent with service and quality standards.
Maintains documentation of calls to and from patients, caregivers, insurance, providers, and Pharma.
Creates patient activities as a reminder for the following tasks, including, but not limited to, follow-up calls, clinical assessments, referrals to Case Management, discharge initiation, patient letter mailings, or other reminders related to the patient’s care.
Maintains the established workflow within the patient care department and adheres to the requirements of the assigned product program.
Collaborates with program team members on other aspects of the product program as appropriate.
Adheres to all company policies as indicated in the handbook and directives issued by management.
Has reviewed the Policy and Procedure manual.