Patient Support Specialist

Overview

Being on medication is tough enough. We want to make getting it the easy part. Getting prescriptions to patients has become increasingly complex. When things get messy along the prescription journey, pharmaceutical manufacturers rely on us to untangle the process and create a clear path—allowing patients to build trusting relationships with their medication brands.

We’re not only committed to taking the pain out of the prescription process, but we’re also devoted to bringing the brightest minds together under one roof. We bring together diverse voices—engineers, pharmacists, customer service veterans, developers, program strategists and more—all with one vision. Each perspective and experience makes ConnectiveRx better than the sum of its parts.

The Patient Support Specialist, under the direction of the Supervisor, is responsible for providing patient health care services enabling access to care for prescription medications. This individual will be interacting directly with patients, physicians, and/or pharmacies related to providing access to care on behalf of our client’s copay assistance programs. This individual is part of a highly concierge ‘white glove’ service team that will manage the patient experience from start to finish by providing program information, eligibility, reimbursement support, and general assurances and ease of use in supporting our client’s copay assistance programs. This position requires someone with extreme customer empathy soft skills, experienced in patient care / health care case management engagement.

Responsibilities

What You will Do:

• Responds to inbound phone calls and claims (as well as outbound calls) to/from patients, physicians, and pharmacies, services their access to care and reimbursement needs and responds. Focus on patient empathy and the consumer experience with the goal to assure our patients on ease of use of program goals and ultimately driving access to care and medication adherence. Based on volume, may also process claims and/or may answer phones.
• Refers requests for escalation as needed and engages other internal areas such as Program Management, IT and other Contact Center teams to resolve issues.
• Performs other assignments as needed.

Qualifications

What We Need From You:

• Call Center operating metrics and performance management experience (a plus)
• Knowledge of pharmacy benefits, health care insurance, and/or medical billing (a plus)
• Will be trained to support programs, clients and/or job functions as appropriate.
• Some experience with any Third-Party system (SelectRx, Pro-Care, FSV) (a plus)
• Experience with Call Center software (Five9, In-Contact, or similar) (a plus)
• Fluent in English/Spanish (a plus).
• High School or GED required
• 1+ years in a health care or case management experience in a high-volume contact center environment or similar environment preferred.
• Experience working in pharmacy benefits, health care insurance, and/or medical billing (preferred)
• Communication skills: ability to convey information in easy-to-understand language. Actively listens; Uses writing effectively to create documents, Uses correct spelling, grammar, and punctuation.
• Customer Focus; high level of empathy and emotional intelligence; Focuses on opportunity to service patients with a high level of empathy
• Adaptability: Adapts to a variety of situations easily and effectively navigates situations
• Problem Solve; Thinks critically, and problem-solves issues to resolution.

Why work with us?

• Immerse yourself in an excellent company culture with fun events and volunteer opportunities.
• Enjoy competitive benefits, including medical, dental, vision, and more.
• Please take advantage of our 401k package with a dollar-for-dollar match-up.
• Generous PTO and paid holiday days are offered.
• Embrace opportunities for professional and personal growth in our team-oriented atmosphere.

Compensation & Benefits:  Compensation for this role varies based on factors such as location, relevant skills, experience, and capabilities.   

Employees at ConnectiveRx can enroll in comprehensive benefit plans, including medical, dental, vision, life, and disability insurance. The company retains the right to update or modify health, welfare, and other fringe benefit policies. Employees may also participate in the company's 401(k) plan.   

Time-Off & Holidays:  ConnectiveRx provides paid time off (PTO) to non-exempt employees for vacations and personal leave. For sick leave, eligible non-exempt employees receive Sick Time Off (STO) in accordance with company policy. PTO and STO are prorated during the first year of service. Employees also receive eight standard company holidays and three floating holidays annually, with floating holidays prorated in the first year.   

The company is committed to maintaining competitive benefits and reserves the right to adjust employee offerings, including PTO, STO, and holiday policies, in compliance with applicable laws and regulations.   

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Posted Salary Range

USD $15.26 - USD $21.50 /Hr.