Contact Center Patient Advocate

AscellaHealth, LLC; Berwyn (PA); Hybrid; USD 40,000 - 70,000; Full time

Job summary

An established industry player is seeking a dedicated Patient Advocate to join their Contact Center team in Berwyn, PA. This vital role focuses on delivering exceptional customer service, acting as the main liaison between patients, healthcare providers, and pharmacies. The ideal candidate will possess strong communication skills and a compassionate approach, ensuring patients receive timely access to their medications and support throughout their treatment journey. With a hybrid work model after initial training, this position offers a dynamic environment where your contributions will make a meaningful impact on patient care and outcomes.

Qualifications

• Two years of experience in healthcare contact center or patient support.
• Ability to handle sensitive information with professionalism.

Responsibilities

• Serve as primary contact for patients and providers, ensuring timely access to medications.
• Conduct inbound/outbound calls to facilitate patient journeys.

Skills

Customer Service

Communication Skills

Problem Solving

Attention to Detail

Interpersonal Skills

Time Management

Education

High School Diploma

Associate's Degree in Healthcare

Bachelor's Degree in Communications

Tools

Microsoft Office Suite

Job description

Contact Center Patient Advocate

What we are looking for
We are seeking a Patient Advocate for our Contact Center in Berwyn, PA. This pivotal role serves as the primary point of contact between AscellaHealth and the stakeholders we support, including patients, healthcare providers, pharmacies, and health plans. This frontline role is essential in delivering white-glove customer service and ensuring a seamless, compassionate experience for patients throughout their treatment journey.

The Patient Advocate is responsible for facilitating timely access to prescribed medications, conducting outbound calls, receiving inbound inquiries, and addressing questions with professionalism and empathy. A core function of this role is to remove barriers to access, ensuring the patient journey is effortless from the doctor writing the prescription to its delivery.

The role is based in our Berwyn, PA office. This position will be required to be in the office 5 days a week, Monday through Friday, for the first 30 days for training purposes. After that, it will be a hybrid role that requires in-office work three (3) days per week.

What the position will be doing

• Serve as the primary point of contact for patients, providers, pharmacies, and health plans, while delivering concierge-level service and support.
• Conduct inbound/outbound calls and texts to facilitate the patient journey and ensure timely access to prescribed medications.
• Coordinate benefits investigations and work with pharmacy and medical benefit payers to secure coverage and approvals for therapies.
• Assist patients with enrollment in financial assistance programs, including manufacturer copay cards, foundation assistance, or patient assistance programs (PAPs).
• Provide clear, compassionate guidance to patients, addressing questions and concerns to reduce barriers and support adherence.
• Track, log, and resolve all communications and actions in the contact management system with accuracy and timeliness.
• Collaborate with internal teams and external partners to streamline processes and ensure efficient medication fulfillment and delivery.
• Monitor patient cases from initiation to resolution, ensuring follow-ups are conducted and updates are communicated promptly.
• Escalate complex or unresolved issues to the appropriate internal stakeholders while maintaining ownership of the patient experience.
• Perform other related duties as assigned or necessary; remain flexible and adaptable in work schedules and assignments as defined by departmental and organizational needs.

Necessary Skills, Education & Abilities

• A high school diploma or equivalent is required; an Associate's or Bachelor's degree in healthcare, communications, or a related field is preferred.
• Two (2) or more years of experience in a healthcare contact center, patient support, specialty pharmacy, or related customer service role.
• Experience working with healthcare stakeholders such as patients, providers, pharmacies, and/or health plans.
• Familiarity with medical and pharmacy benefits, prior authorization processes, and financial assistance programs preferred.
• The ability to speak English and one or more additional languages is a plus.
• Excellent oral communication skills with a compassionate and patient-centered approach.
• Demonstrated ability to deliver concierge-level customer service in a fast-paced environment.
• High attention to detail and organizational skills with the ability to manage multiple cases and priorities simultaneously.
• Strong interpersonal skills and the ability to work independently and effectively in a team setting.
• Dependable and punctual, flexible to work shifts as needed, including evenings or weekends, based on patient and business needs.
• Problem-solving mindset with the ability to de-escalate issues and find solutions quickly and effectively.
• The ability to handle sensitive and confidential information with professionalism and discretion.
• Commitment to maintaining a positive and empathetic attitude in all interactions.
• Able to thrive in a fast-paced environment with constantly changing priorities, flexible and adaptive to changing processes and procedures.
• Self-motivated and able to thrive in a results-driven environment.
• Proficient in Microsoft Office Suite, Excel, Word, PowerPoint, and Outlook

About Us
AscellaHealth is a global Specialty Pharmaceutical and Healthcare services organization serving patients, payers, life sciences, and providers, offering a comprehensive portfolio of customized, tech-enabled specialty pharmaceutical and medical management services. An Inc. 5000 2022 winner, AscellaHealth’s unique, patient-centric approach supports its strategic partnership with Optime Care and is built upon proprietary technology processes for innovative programs and services optimizing health outcomes and quality of life for patients with complex, chronic conditions or rare diseases that require specialty medications and/or gene and cell therapies. Visit www.AscellaHealth.com.

AscellaHealth provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

AscellaHealth provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.