Patient Support Service Representative

Knipper HEALTH • FL

65d

About The Position

The Patient Support Representative supports patients and healthcare providers through inbound and outbound telephone support, as well as administrative functions.

Requirements

• High school diploma or equivalent
• Two (2) years of work experience in a customer service or customer focused role
• Must have proven ability to provide consistently high-quality of service

Nice To Haves

• Associate Degree or technical school training in a related field
• One (1) year 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
• 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
• Provide first call resolution where possible and demonstrate the ability to triage or escalate calls when first call resolution cannot be performed to the patient’s satisfaction
• Provide availability, tracking and shipping information for patient’s medication as needed
• Respond to program inquiries from patients, authorized representatives, healthcare providers, patient advocates and caregivers in a prompt, courteous and professional manner ensuring compliance with state and federal regulations
• Report adverse events/product complaint inquiries 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

What This Job Offers

• Education Level: High school or GED
• Number of Employees: 1,001-5,000 employees