Logistics and Reimbursement Specialist

ZipRecruiter; Horsham; Hybrid; GBP 33,000 - 45,000; Full time

Job summary

A leading patient support company is seeking a Patient Support Travel, Logistics, and Reimbursement Specialist in Horsham, PA. This role involves managing call center activities, facilitating patient travel logistics, and providing reimbursement support. Candidates must have strong communication and problem-solving skills, and experience in a medical call center environment is preferred. The position offers flexibility and the potential for a hybrid work model post-training.

Qualifications

• 3+ years of relevant experience in pharmaceutical or medical call centers.
• Fluent in English; bilingual skills are a plus.
• Experience in care management and compliance.

Responsibilities

• Manage daily call center activities and inquiries from patients.
• Organize travel and logistics for patients.
• Maintain accurate data in the patient management system.

Skills

Communication skills

Problem-solving skills

Organizational skills

Empathy and compassion

Education

Associate degree or equivalent

Bachelor's degree preferred

Tools

Salesforce

Microsoft tools

Job description

As a Patient Support Travel, Logistics, and Reimbursement Specialist, you will play a vital role in enhancing the patient experience throughout their treatment journey. Your responsibilities will include managing call center activities, facilitating travel and logistics arrangements, and providing reimbursement support for eligible patients. You will serve as the primary point of contact for a select group of patients and caregivers, utilizing an online case management system to ensure seamless support.

Key Responsibilities:

• Conduct daily call center activities, including welcoming patients, organizing travel and logistics, and handling reimbursement requests.
• Serve as the primary liaison for assigned patients and caregivers, ensuring they receive comprehensive support.
• Manage relationships with treatment centers within your geographical territory to improve engagement and program performance.
• Respond to inquiries from patients, caregivers, and treatment centers regarding support services, using established call guides.
• Perform administrative tasks related to travel and logistics requests, often on short notice, with compassionate support.
• Collaborate with external vendors to verify patient travel expenses in accordance with SOPs.
• Input and maintain accurate data in the patient management system (Salesforce) to ensure compliance.
• Follow all SOPs to guarantee program compliance and collect necessary data from patients.
• Demonstrate empathy and compassion, delivering exceptional service throughout treatment.
• Monitor performance and contribute to operational improvements within the Patient Support Call Center team.
• Assist in data collection to identify trends and insights for program enhancement.
• Perform additional duties as assigned.

Skills & Abilities:

• Proven ability to manage inquiries from start to finish as a point of contact for patients and caregivers.
• Adaptability to a dynamic, fast-paced environment with evolving needs.
• Self-starter with strong problem-solving skills, capable of resolving issues and ensuring satisfaction.
• Excellent communication skills to engage supportively with patients and caregivers.
• Ability to remain calm, compassionate, and empathetic in stressful situations.
• Strong organizational skills for prioritizing travel, logistics, and reimbursement needs.
• Commitment to following SOPs for compliance.
• Ability to work collaboratively across stakeholders in a team environment.

Qualifications:

• Associate degree or equivalent required; a Bachelor's degree is preferred.
• At least 3 years of relevant experience, preferably in pharmaceutical or medical call centers.
• Experience in care management and compliance with program standards.
• Proficiency with IT platforms like Salesforce for case management.
• Experience working with virtual teams and coordinating with external organizations.
• Strong problem-solving skills and the ability to recommend solutions to leadership.
• Excellent oral and written communication skills, with empathy and supportiveness; bilingual skills are a plus.
• Eager to proactively support patients and caregivers throughout their journey.
• Strong phone etiquette, active listening, and interpersonal skills.
• Familiarity with Microsoft tools and CRM platforms; comfort with technology is essential.
• This role is based in Horsham, PA, at the call center, with possible limited travel for business.

Hours of Operation (Post Training): Candidates should be flexible according to business needs, with options including:

• 1st Shift: 8 AM - 4 PM
• 2nd Shift: 10 AM - 2 PM
• 3rd Shift: 12 PM - 8 PM

Training: Onsite training will be provided in Horsham, PA. Post-training, the role will be fully remote, with potential transition to a hybrid model.

Company Description: We connect people to work in ways that enrich their lives!