Walk-in | Voice Process Executive- Healthcare Domain

Datamatics; Nashik District; On-site; INR 420,000 - 660,000; Full time

Job summary

Datamatics is seeking a Specialty Pharmacy Coordinator (SPC) to work with specialty pharmacies, internal teams, and vendors to manage escalated cases and trends that affect timely prescription fulfillment. The SPC will analyze SP performance and identify opportunities to improve communications between the client patient services hub and SP partners.

The role requires strong English communication, experience with reimbursement hub operations, and the ability to handle multiple tasks in a

Qualifications

• Excellent active listening, written and verbal communication required.
• Outbound calls to SPs and data gathering with accuracy.
• Document call details with clear status updates for analytics.

Responsibilities

• Develop relationships with internal/external teams interacting with SPs.
• Ensure hub patient database and data exchange requirements understood.
• Escalate trends and issues to management and trade teams.

Skills

Active listening

Verbal communication

Outbound calls

Data accuracy

Multi-tasking

Problem solving

Independent work

Cross-functional collaboration

Time management

Education

High school diploma

Associate degree

Bachelor's degree

Tools

Microsoft Outlook

Microsoft Word

Microsoft Excel

PowerPoint

Job description

Role & responsibilities

Very Good English Communication Skill - International Process.

The Specialty Pharmacy Coordinator (SPC) will work with specialty pharmacies (SPs), internal stakeholder teams, and patient access service vendors to manage escalated cases and trends that impact the timeliness and ability of specialty pharmacies to fill prescriptions. The SPC will also assist with analysis on SP performance and be responsible for identifying opportunities for process improvement and efficient communication between the client patient services hub and SP partners.

Preferred candidate profile

:- Voice process experience & ready to work

Agreed to work in Nashik Shift.

Key Duties

• Develop working relationships with internal and external teams that will interact with SPs and be responsible for escalating trends and issues
• Demonstrate proficiency and full understanding of hub patient database and electronic data exchange requirements, including understanding of data elements, definition of various case statuses and outcomes, case documentation requirements and the importance of meeting program metrics
• Gain familiarity with the performance of SPs currently dispensing client products and interacting with patient services hub programs
• Manage process, escalations and data exchange with SPs and patient services hub program
• Act as a point of contact for patient services hub program vendors, SPs and internal stakeholders for questions and escalations related to prescriptions
• Accurately document call details, follow up actions, and any other pertinent information in the hub patient database
• Identify and escalation customer concerns and program trends related to SP performance to patient access services management and trade teams
• Troubleshoot and resolve ongoing issues with SPs, data aggregator vendor and other patient access services vendors
• Provide back up as needed for other members of the SPL Team
• Adhere to standard operating procedures and compliance requirements
• Other duties as needed to support program operations

Qualifications

• Excellent active listening, written and verbal communication skills required to:
• Accurately make outbound calls to SPs;
• Ask appropriate questions to determine accurate status of a prescription while complying to program and compliance guidelines;
• Document call details in case notes and update status with attention to data integrity for analysis supporting business objectives
• Ability to multi task, problem solve and work independently
• Effectively plan, prioritize, execute, follow up and anticipate problems
• Manage multiple projects in fast-paced, deadline driven environment
• Work collaboratively across multiple stakeholder groups
• Prior reimbursement experience preferred
• Demonstrated ability to work collaboratively in a team environment and as an independent contributor
• Ability to think critically and problem solve to address customer needs and barriers to product fulfillment
• Ability to support programs needs as necessary
• Working shifts are varied to support operations from 8:30am 5:00pm ET
• Some flexibility may be requested in backup situations to ensure appropriate coverage during program hours

Education and Experience

• High school diploma required, Associate/Bachelors’ degree preferred.
• Minimum of 2 years’ experience providing excellent customer service, completing data entry tasks, and/or working in a high-volume call center environment; or similar experience working in a reimbursement hub supporting products distributed by a specialty pharmacy, time working in specialty pharmacy operations, or for an aggregator of specialty pharmacy data.
• Experience implementing and supporting electronic data exchanges between a reimbursement hub program, and specialty pharmacy
• General knowledge of health plan reimbursement requirements for specialty injectable products Specifically ones covered by both medical (AOB) and pharmacy benefits
• Working knowledge of the compliance and regulatory environment for manufacturers in the pharmaceutical space.
• Experience and understanding the importance of reimbursement hub metrics and operations in the pharmaceutical industry.
• Proficiency in Microsoft Outlook, Word, Excel, and Power Point