Sr. Patient Support Specialist - Hub Svcs

ConnectiveRx•Pittsburgh, PA

3d•Onsite

About The Position

The primary purpose of this position is to communicate with patients, healthcare providers, pharmacies, outside sales representatives, and clients to support patient hub services. Team members will support inbound phone calls, issue ticket management, and live chat for hub services. Additionally, team members will support case intake and data entry activities. Team members will complete case intake and enrollment activities consisting of manual data entry and respond to general program- and product-related inquiries. Patient Support Specialist works in a support capacity to benefit investigation specialists, case managers, and management as a first line of contact for inbound calls, live chats, and issue tickets for hub services.

Requirements

A high school diploma or equivalent is required.
Minimum of 1-year experience in health care customer service, contact center, data entry, or similar environment required.
Prior phone customer service experience and/or data entry experience.
Technical proficiency and/or understanding of the United States Healthcare/Insurance system, pharmacy benefits, and/or medical terminology.
Knowledge of data entry and ability to navigate and understand multiple software systems.
Ability to utilize complex or multi-line phone systems.
Understanding proper conduct in an office environment, phone etiquette, and interpersonal and soft skills.
Ability to read, interpret, and adhere to training manuals, standard operating procedures, quick reference guides, and work instructions.
Ability to interpret instructions furnished in written, oral, diagram, or schedule form.
Ability to effectively communicate via written routine reports and correspondence utilizing multiple computer/software applications.
Ability to work efficiently in Microsoft Office Suites, including creating spreadsheets and logging/tracking information within Microsoft Excel.
Proficient organization skills, effectively managing time, prioritizing and managing a daily work queue, and successfully tracking details.
Technical skills, with the ability to review and evaluate documentation for required details and manage data flow.
Ability to maintain accuracy, sort intake data, review data for errors, and pay attention to detail.
Ability to communicate effectively via clarity of expression, volume, pace, tone, word choice, and grammar/sentence structure.
Ability to enact active listening skills by asking clarifying questions, being open-ended, summarizing to the caller, and avoiding distraction.
Ability to communicate effectively through quick problem-solving, reason at the moment, think quickly, and show empathy, patience, and kindness.
Proficient in conflict resolution over the phone and always maintaining a professional phone demeanor.
Ability to maintain documentation within computer applications while engaging with callers.

Responsibilities

Answer inbound calls received by patients, healthcare providers, pharmacies, outside sales representatives, and clients by phone and respond to general program and product-related inquiries.
Triage calls to programs designated internal team members or third-party entities for case-specific and targeted inquiries.
Adhere to program-approved talking points and/or scripting for all inbound call interactions.
Document case updates, escalations, or issues within the case management or ticket management system.
Perform data entry tasks in multiple systems to support case intake, creation, updates, and patient enrollment.
Document case updates, escalations, or issues within the case management or ticket management system.
Respond to live chats to support hub-related general program and product-related inquiries and conduct follow-up activities to disseminate information to designated program team members.
Escalate program or customer-related issues to designated program team members and management.
Serve as a subject matter expert to the team, may support training and mentoring other Patient Support Specialists, support cross-functional tasks, and handle escalations without the team leader or supervisor.
Can be assigned high-touch clients to provide exemplary customer service.
May participate in special department or related projects, as needed.
Other duties as assigned