Patient Care Representative

Virtual Employee Services•Louisville, KY

About The Position

Patient Care Representative POSITION SUMMARY: The Patient Care Representative supports patients and healthcare providers through inbound and outbound telephone support, as well as administrative functions. POSITION RESPONSIBILITIES: Support inbound and outbound phone lines for the pharmacy Answer calls, emails and/or other requests from patients and/or healthcare providers while meeting or exceeding service level goals Able to balance priorities, working with team members, between inbound calls, responding to inbound email requests and making outbound calls to messages left on voicemail Accurately and completely capture information and update systems appropriately Be flexible, organized and able to comply with constantly changing program business rules Investigate issues that cannot be resolved at the time of the initial call and follow through until issue resolution Understand when an issue must be escalated and to whom it should be escalated Provide availability, tracking and shipping information for patient’s medication as needed Assist department with additional duties as directed by Pharmacy Leadership and provide timely completion of special tasks when requested. Provides enrollment status updates to patients or healthcare providers, as requested Schedule treatments to be sent to the patient or patient’s healthcare provider Respond to program inquiries from patients, authorized representatives, healthcare providers, patient advocates and caregivers. Report adverse events/product complaint inquires received in accordance with standard operating procedures and current good manufacturer practices. Execute day-to-day operations specific to the assigned program(s). Maintain patient confidentiality at all times.

Requirements

High school diploma or equivalent
Two (2) years of work experience in a customer service or customer focused role
One (1) year of work experience in a pharmacy or call center environment.
Must have proven ability to provide consistently high-quality of service

Nice To Haves

Associate Degree or technical school training in a related field
Two (2) years of work experience in pharmacy, managed care, Medicaid and/or Medicare organizations, pharmaceutical and/or biotech manufacturer, insurance, medical office, or related field
Experience with HIPAA and patient services
Bi-lingual, English and Spanish

Responsibilities

Support inbound and outbound phone lines for the pharmacy
Answer calls, emails and/or other requests from patients and/or healthcare providers while meeting or exceeding service level goals
Able to balance priorities, working with team members, between inbound calls, responding to inbound email requests and making outbound calls to messages left on voicemail
Accurately and completely capture information and update systems appropriately
Be flexible, organized and able to comply with constantly changing program business rules
Investigate issues that cannot be resolved at the time of the initial call and follow through until issue resolution
Understand when an issue must be escalated and to whom it should be escalated
Provide availability, tracking and shipping information for patient’s medication as needed
Assist department with additional duties as directed by Pharmacy Leadership and provide timely completion of special tasks when requested.
Provides enrollment status updates to patients or healthcare providers, as requested
Schedule treatments to be sent to the patient or patient’s healthcare provider
Respond to program inquiries from patients, authorized representatives, healthcare providers, patient advocates and caregivers.
Report adverse events/product complaint inquires received in accordance with standard operating procedures and current good manufacturer practices.
Execute day-to-day operations specific to the assigned program(s).
Maintain patient confidentiality at all times.