The Patient Support Representative supports patients and healthcare providers through inbound and outbound telephone support, as well as administrative functions.
- Support inbound and outbound phone linesfor the pharmacy
- Answer calls, emails and/or other requests from patients and/or healthcare providers while meeting or exceeding service level goals
- Able to 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. 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 inquires 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.
The above duties are meant to be representative of the position and not all-inclusive.
MINIMUM JOB 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
PREFERRED EDUCATION AND EXPERIENCE:
- 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
KNOWLEDGE, SKILLS & ABILITIES:
- Demonstrated empathy and compassion
- Excellent verbal and written communication skills
- Excellent organization skills and detail oriented
- Balance multiple priorities to meet expected response deadlines
- Adaptable, flexible and readily adjust to changing situations
- Ability to work independently and as a member of a team
- Ability to comprehend and apply basic math principles
- Ability to apply logical thinking when evaluating practical problems
- Ability to present information and respond to questions from stakeholders
- Ability to interact with a diverse group
- Ability to listen and demonstrate a high degree of empathy
- Demonstrated computer skills includes Microsoft Word, Excel, and Outlook
- Display tact and diplomacy in response to unfavorable or negative situations
- Demonstrated sensitivity and understanding when speaking with patients
- Demonstrated passion for speaking with people in an outgoing way
PHYSICAL DEMANDS:
- Location of job activities 100% inside
- Extensive manual dexterity (keyboarding, mouse, phone)
- Constant use of phone for communication
- Noise and/or vibrations exposure
- Frequently reach (overhead), handle, and feel with hands and arms
- Sit for prolonged periods of time
- Occasionally stoop, kneel, and crouch
- Occasionally lift, carry, and move up to 25 pounds
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.