Customer Service Officers

Cencora; Florida; Remote; USD 45,000 - 70,000; Full time

Job summary

Cencora, Inc. is seeking a Patient Access Specialist to support patient onboarding, benefit verification, prior authorization, and financial assistance across health-system partners.

This remote role offers flexible hours and the opportunity to improve prescription fulfillment and reimbursement processes. You will work within EMR systems (IndiCare) to document activities, engage with clinic staff, pharmacies, and hospital contacts, and ensure PAP submissions are complete.

Qualifications

• Broad training in Medical Office Administration or related fields
• Ability to communicate effectively both orally and in writing
• Proactive and tenaciously seek solutions with minimal supervision
• Experience with Microsoft Excel and Word
• Familiarity with insurance/claims processing and pharmaceutical products

Responsibilities

• Onboard patients, verify benefits, obtain prior authorizations and financial assistance
• Triage and streamline prescription fulfillment between doctors and pharmacies
• Obtain reimbursement information and maintain PAP documentation
• Submit PAP applications with signatures and required documents
• Use EMR and IndiCare to document activities and support workflow
• Coordinate with clinic staff, pharmacies and hospital contacts
• Provide coverage to support clients and patients during resource absences

Skills

Effective communication

Proactive problem solving

Microsoft Excel

Microsoft Word

Insurance/claims processing knowledge

Education

Bachelor's degree preferred

Associate degree or relevant vocational training

Tools

IndiCare

EMR systems

PAP process knowledge

Job description

If you want to make a difference at the center of health, come join our innovative company and help us improve the lives of people and animals everywhere. Location: Remote

Office Hours: Mirror clinic hours (Monday through Friday 8:30 am to 5 pm) in either EST, CST, or MT time zones

Performs patient onboarding, benefit verification, prior authorization, financial assistance and appeals processes, as needed, on behalf of patients and their physician to facilitate the process between the doctors’ office and pharmacy to triage and streamline prescription fulfillment.

Ensure patient-specific reimbursement related information is obtained and available for review and for tracking of replacement product, including maintenance of files and documentation for PAP application submissions.

Obtains appropriate signatures and documentation for completed PAP applications prior to submission of the application to the respective PAP.

Works within health system’s electronic medical record system and other applicable systems (i.e., IndiCare™) to support workflow management and to document activities (i.e., retrieve information needed to deliver services, communicate status, and document outcome).

Provides integrated services to the health system and its component parts to increase prescription capture rate, ensure timely delivery of infusion medications to be infused in the hospital setting, improve patient outcomes and reduce readmissions.

Resolves barriers proactively that may affect reimbursement at assigned facilities and provides detailed updates to the Patient Access Management team

Establish business relationships with assigned clinic staff, pharmacy, and hospital contacts, keeping them informed of significant changes in site‑specific recovery potential based on changes to PAPs.

Readily assists on special projects within job scope to improve reimbursement optimization when requested by management.

Communicates patient and provider feedback to PHS management to enhance process improvement to enhance continuity of care.

Interfaces appropriately with assigned key account associates with information relevant to additional products and services provided by Cencora and its subsidiaries.

Provides temporary coverage to support clients and patients in the event of onsite resource absences.

Degree, technical vocational training, or equivalent combination of experience and education.

Bachelor's degree program preferred.

Work experience:

• ~ This position requires broad training in fields such as Medical Office Administration, Social Work, Medical Records/Billing, Benefit Verification, Patient Financial Services, Pharmacy, Nursing, or similar vocations generally obtained through completion of a 2-year Associate
• ~Ability to communicate effectively both orally and in writing.
• Ability to be proactive and tenaciously seek solutions under minimum supervision to improve customer satisfaction.
• Demonstrated competence in Microsoft Excel and Word
• Familiarity with insurance/claims processing, pharmaceutical products, services, software, and drug interactions
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Sedentary physical activity requiring reaching, sifting, lifting, finger dexterity, grasping, feeling, repetitive motions, talking and hearing. Visual requirement is for close vision, distance vision, peripheral vision, and ability to adjust focus. 75% or more time is spent looking directly at a computer.

We provide compensation, benefits, and resources that enable a highly inclusive culture and support our team members’ ability to live with purpose every day. In addition to traditional offerings like medical, dental, and vision care, we also provide a comprehensive suite of benefits that focus on the physical, emotional, financial, and social aspects of wellness. This encompasses support for working families, which may include backup dependent care, adoption assistance, infertility coverage, family building support, behavioral health solutions, paid parental leave, and paid caregiver leave. To encourage your personal growth, we also offer a variety of training programs, professional development resources, and opportunities to participate in mentorship programs, employee resource groups, volunteer activities, and much more. Full time Equal Employment Opportunity

Cencora is committed to providing equal employment opportunity without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, age, disability, veteran status or membership in any other class protected by federal, state or local law.

Therefore, harassment is prohibited and all matters related to recruiting, training, compensation, benefits, promotions and transfers comply with equal opportunity principles and are non‑discriminatory.

Cencora is committed to providing reasonable accommodations to individuals with disabilities during the employment process which are consistent with legal requirements.