Patient Advocate
About The Position
HelpScript, an Expion Health company, helps make specialty medications more affordable by connecting members with manufacturer copay assistance programs and guiding them through enrollment. The Patient Advocate serves as a knowledgeable, compassionate guide for members navigating copay assistance. The role identifies suitable programs, supports enrollment, and coordinates with providers, specialty pharmacies, and manufacturer representatives to resolve issues so members can start and continue their medications. The Patient Advocate manages multiple cases while providing accurate, empathetic support. Responsibilities include coordinating necessary information and billing procedures, educating members and partners, documenting interactions and program status, protecting member privacy, collaborating across internal teams, and meeting performance metrics and service standards. The position works remotely with a fast-paced team.
Requirements
- High school diploma or GED.
- At least 2 years of customer service experience, preferably in a medical or pharmacy setting.
- Pharmacy Technician certification or equivalent pharmacy experience.
- Strong background in pharmacy billing, medical claims processing, or benefit systems.
- Working knowledge of medical and pharmacy benefit systems and copay assistance programs.
- Familiarity with Third Party Administrator (TPA) or Pharmacy Benefit Manager (PBM) operations.
- Proficiency with Microsoft Word, Excel, and Outlook, including using Excel for data analysis and reporting.
- Strong organizational and documentation skills, including the ability to manage multiple cases and quick-turnaround deadlines.
- Excellent verbal, written, and active listening skills, with clear and empathetic communication.
- High integrity and discretion, including a strong commitment to HIPAA compliance.
- Ability to work independently and collaboratively in a fast-paced remote team environment.
Nice To Haves
- Associate or bachelor's degree in healthcare or a related field.
- Experience with specialty medications or specialty pharmacy.
- Experience working across departments and with external clients or partners.
- Strong analytical and creative thinking skills, with sound independent judgment.
- Ability to adapt quickly to changing program criteria or workflows.
- Outgoing, customer-focused personality and a genuine drive to help people.
Responsibilities
- Identify the appropriate manufacturer copay assistance program based on each member's eligible medication.
- Guide eligible members through the copay assistance application process and complete enrollment workflows accurately and promptly.
- Liaise with members, copay assistance programs, providers, and pharmacies to resolve issues.
- Obtain or provide necessary information to providers and ensure appropriate billing procedures are followed.
- Educate members, providers, and pharmacies about HelpScript services and copay assistance enrollment details.
- Maintain complete and accurate documentation of member interactions and program status.
- Comply with HIPAA and other privacy regulations in every interaction.
- Collaborate with internal departments to resolve member inquiries quickly and accurately.
- Meet performance metrics and service standards while ensuring members feel supported and informed.
Benefits
- Medical, dental, and vision insurance.
- HSA and FSA options.
- Access to GLP-1 weight loss program.
- Short- and long-term disability insurance.
- Life insurance and AD&D.
- 401(k) with company match.
- Paid Time Off.
- Phone and internet allowance.
- Town halls and direct access to executive leadership.
- Company investment in AI and employees.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Education Level
High school or GED
