Support Coordinator

TEKsystems•Durham, NC

6d•$24 - $26•Remote

About The Position

As an Interim Support Coordinator, your primary function is to provide unparalleled customer service to patients, caregivers, and providers as a dedicated contact by coordinating resources, exchanging information, and ensuring the appropriate delivery of services. This is done through inbound phone support to patients, caregivers, and providers. You will also support Patient Care Coordinators and Reimbursement Specialists by facilitating a collaborative process that gauges, coordinates, and helps facilitate a patient’s journey utilizing services offered through the Patient Support Program on behalf of a manufacturer.

Requirements

Associate or Bachelor’s degree preferred; or a minimum of 2 years of customer service experience with progressive levels of responsibility within a service driven environment
Ability to communicate effectively both orally and in writing
Advanced knowledge of medical insurance terminology and reimbursement/insurance, healthcare billing, physician office, health insurance processing or related experience
Excellent problem-solving and decision-making skills required
Strong organizations skills, which include attention to detail and committed follow-through in communication with patients, providers and internal stakeholders
Willing to work in a dynamic, fast paced environment and have the ability to multi-task
Empathetic listening skills in order to interact effectively with patients and providers
Strong Call Management Skills including de-escalation and soft skills
Punctual, reliable with strong attendance record
Strong interpersonal skills, ability to work both independently and as part of a team
Proficient with Microsoft products
Customer Relationship Management (CRM) software
Multi-line telephone
Multi-system computer experience (examples; double monitors, use of multiple applications at the same time)
Contact Center Experience
Pharmaceutical Benefit Processes experience
Medical Benefit Processes experience
Telephony and/or email communications with a Patient
Telephony and/or email communications with a Physician’s office
Telephony and/or email communications with a Specialty Pharmacy
Telephony and/or email communications with a Pharmacist
Telephony and/or email communications with a Pharmaceutical Field Sales Liaison
Telephony and/or email communications with a Pharmaceutical Field Reimbursement Representative

Nice To Haves

Previous HUB or Patient Services experience

Responsibilities

Serve as primary inbound phone support for the Care Coordinator and Reimbursement Case Manager
Provides unparalleled customer service while serving as a brand advocate and program representative; understands the importance of achieving quality outcomes and is committed to the appropriate use of program resources
Serve as an advocate to patients regarding program eligibility requirements, enrollment, reimbursement process, affordability support, and general access for prescribed therapy
Backs up contact to health care providers for ongoing support and relationship development by acquiring and delivering detailed information regarding a program and/or a patient
Partner with the prescriber and patient to remove all non-clinical barriers to patient access to prescribed therapy
Ability to understand and explain benefits offered by all payer types including private/commercial and government (i.e., Medicare, Medicaid, VA and DOD)
May act as a liaison to client contacts (e.g., regional contact for sales representatives), Program Management, Healthcare Providers, and Manufacturer
Maintains records in accordance with applicable standards and regulations to the programs/promotions
Establish relationships, develop trust, and maintain rapport with patients and healthcare providers
Follow program guidelines, SOPs, Call Guides, and other program materials
Escalate complex cases according to program policy and procedures
As a program’s “eyes and ears”, works with the Program Manager, and Client on a day-to-day basis to maintain open lines of communication and share awareness regarding patient status, prescriber feedback/satisfaction and program effectiveness
Improve patient outcomes through advocacy, communication, education, and facilitation of services
Understand health and disease states of patients of the programs/promotions
Maintains a high level of ethical conduct regarding confidentiality and privacy
Identify and report pharmacovigilance information as required by client(s) (i.e., Adverse Events) – (specific to program/client requirements)
Utilize Valeris’ values as the driving force behind the team’s success
On time adherence to training deadlines for all corporate policies and procedures
Ensure all SOPs are followed with consistency
Perform additional tasks or projects as assigned