Pharmacy Patient Advocate

AscellaHealth•Berwyn, PA

13h•Hybrid

About The Position

AscellaHealth is seeking a Patient Advocate for its Contact Center to join its dynamic team. This role will improve health outcomes for patients with complex, chronic conditions and rare diseases. The Patient Advocate will serve as the primary point of contact between AscellaHealth and stakeholders including patients, healthcare providers, pharmacies, and health plans. This frontline role is essential in delivering white-glove customer service and ensuring a seamless, compassionate experience for patients throughout their treatment journey. The Patient Advocate is responsible for facilitating timely access to prescribed medications, conducting outbound calls, receiving inbound inquiries, and addressing questions with professionalism and empathy. A core function of this role is to remove barriers to access, ensuring the patient journey is effortless from the doctor writing the prescription to its delivery. The role is based in the Berwyn, PA office and will require 5 days a week in the office for the first 90 days for training. After the initial training period, the role will be hybrid, requiring in-office work three days per week.

Requirements

Experience collaborating with healthcare stakeholders, including patients, providers, pharmacies, and health plans
Excellent oral communication skills with a compassionate and patient-centered approach
Demonstrated ability to deliver concierge-level customer service in a fast-paced environment
High attention to detail and organizational skills with the ability to manage multiple cases and priorities simultaneously
Strong interpersonal skills and the ability to work independently and effectively in a team setting
Dependable and punctual, flexible to work shifts as needed, including evenings or weekends, based on patient and business needs
Problem-solving mindset with the ability to de-escalate issues and find solutions quickly and effectively
The ability to handle sensitive and confidential information with professionalism and discretion
Commitment to maintaining a positive and empathetic attitude in all interactions
Able to thrive in a fast-paced environment with constantly changing priorities, flexible and adaptive to changing processes and procedures
Self-motivated and able to thrive in a results-driven environment
Proficient in Microsoft Office Suite, Excel, Word, PowerPoint, and Outlook
A high school diploma or equivalent is required
2 or more years of experience in a healthcare contact center, patient support, specialty pharmacy, or related customer service role

Nice To Haves

An Associate's or Bachelor’s degree in healthcare, communications, or a related field is preferred
Familiarity with medical and pharmacy benefits, prior authorization processes, and financial assistance programs preferred
The ability to speak English and one or more additional languages is a plus

Responsibilities

Serve as the primary point of contact for patients, providers, pharmacies, and health plans, delivering concierge-level service and support.
Conduct inbound and outbound calls and texts to facilitate the patient journey and ensure timely access to prescribed medications.
Coordinate benefits investigations and work with pharmacy and medical benefit payers to secure coverage and approvals for therapies.
Assist patients with enrollment in financial assistance programs, including manufacturer copay cards, foundation assistance, and patient assistance programs (PAPs).
Provide clear, compassionate guidance to patients, addressing questions and concerns to reduce barriers and support medication adherence.
Track, log, and resolve all communications and actions in the contact management system with accuracy and timeliness.
Collaborate with internal teams and external partners to streamline processes and ensure efficient medication fulfillment and delivery.
Monitor patient cases from initiation to resolution, ensuring timely follow-ups and proactive communication.
Escalate complex or unresolved issues to appropriate internal stakeholders while maintaining ownership of the patient experience.
Perform other related duties as assigned or necessary; remain flexible and adaptable in work schedules and assignments as defined by department and organizational needs.