Surge Support Specialist

PATIENT ACCESS NETWORK FOUNDATION • DC

95d • $17 - $17

About The Position

A career at the PAN Foundation is an opportunity for you to make a direct impact on the lives of thousands of patients and their families every year. Together, we’re an unstoppable team of dedicated patient champions who work tirelessly toward our vision of a nation where no one goes without treatment due to cost. Join our team and become part of an organization providing life-changing support today! The Surge Support Specialist (SSS) is a seasonal, temporary position hired to assist the PAN Foundation during its busiest time of the year - Surge Season (January)- when additional patient assistance funds open and call volume rises sharply as patients, caregivers, and providers reach out to secure their grants. To meet this demand, we bring on temporary Surge Support Specialists to help answer enrollment calls and provide excellent customer service. The Surge Support Specialist is responsible for providing exemplary customer service and enrollment support to multiple types of callers including patients, caregivers, physicians, and pharmacies in a high-volume call center setting. The SSS collaborates with callers to support various patient assistance functions to facilitate enrollments. The SSS responds to all account inquiries and accurately and efficiently documents all interactions into the CRM system in compliance with HIPAA regulations and process requirements. Please note: We are hiring several Surge Support Specialist positions working during PAN’s Eastern Standard Time (EST) core hours.

Requirements

• High school degree required, and College degree preferred; flexibility can be provided for those without a college degree with strong experience in other knowledge, experience, and education areas.
• Preferred but not required 1-2 years of previous experience in a customer support role within a contact center or/and experience assisting patients or providers over the phone is required.
• Experience with documenting information into CRM systems and accurately following processes is preferred.
• Knowledge of medical terminology and healthcare guidelines (such as HIPAA) as well as global understanding of commercial and government payers is strongly preferred.
• Excellent verbal and written communication skills (must be clear and articulate - many callers are elderly with diseases that may impact their ability to hear or understand).
• Ability to consistently demonstrate empathy, compassion, active listening, and genuine care for others (even when a customer is difficult or angry).
• Positive attitude and self-starter.
• Excellent interpersonal and customer service skills with a focus on customer satisfaction.
• Computer literacy and the ability to navigate multiple systems efficiently as well as the ability to clearly and accurately document information.
• Detail oriented and highly organized.
• Ability and initiative to work independently or as a team member.
• Ability to multi-task, set priorities, and manage time effectively in a high call volume environment.
• Ability to follow directions, accurately follow processes and work instructions, and adapt to frequent changes.

Responsibilities

• Handles inbound and outbound follow-up calls in a high-volume contact center.
• Provides quality customer service while closely adhering to approved call scripting, standard operating procedures (SOPs) and work instructions (WIs).
• Identifies customers’ needs, clarifies information, researches every issue, and provides effective solutions.
• Validates that all required information is present and provides guidance to patients and providers via phone.
• Determines patient’s eligibility, provides answers to questions, and facilitates program process over the phone.
• Provides exceptional customer experience by showing compassion, empathy, active listening, and genuine care.
• Resolves any customer requests in a timely and accurate manner, escalating service issues as needed.
• Displays patience, willingness to help, and goes the extra mile to assist patients and providers.
• Thoroughly and accurately documents all inquiries and process steps.
• Shows outstanding performance results based on the defined call center performance metrics.
• Effectively manages on-call processes with attention to detail, efficiency, and accuracy.
• Effectively utilizes tools, training, and knowledge repository to accurately inform callers of processes and to ensure responses and process management are consistent with program SOPs and WIs.
• Other responsibilities and duties as assigned.

Benefits

• This temporary position is not eligible for PAN’s benefits.

What This Job Offers

• Career Level: Intern
• Education Level: High school or GED
• Number of Employees: 11-50 employees