Customer Service Specialist

Amber Specialty Pharmacy; Omaha (NE); On-site; USD 40,000 - 52,000; Full time

Benefits offered by this job

Six paid holidays

Job summary

Amber Specialty Pharmacy is seeking a Patient Care Specialist to handle daily patient communications, refill reminders, and enrollment activities. You will coordinate with pharmacists, nurses, and insurance providers to ensure accurate information and timely service.

The role requires HIPAA training, attention to detail, and the ability to work within standard office hours in a full-time, in-office setting.

Qualifications

• High School Diploma or equivalent required.
• HIPAA training and ability to protect confidential information.
• Working knowledge of healthcare industry and pharmacy billing preferred.
• Experience in customer service and data entry is beneficial.

Responsibilities

• Handle inbound and outbound patient calls and refill reminders.
• Document patient interactions and coordinate with pharmacists and nurses.
• Schedule deliveries and manage patient enrollment activities.
• Escalate clinical questions to qualified staff as needed.
• Maintain accurate records and respond to patient inquiries promptly.

Skills

MS Excel

MS Word

MS Outlook

Customer service

Phone etiquette

Data entry

Education

High School Diploma

Tools

Microsoft Excel

Microsoft Word

Microsoft Outlook

Job description

Additional Considerations (if any):-At Amber Specialty Pharmacy, our commitment to patient care is unmatched. Enjoy fulfillment in a career where you have the opportunity to make a positive impact on patients with complex and chronic conditions.Starting at $19.00/hourFull-Time; In-OfficeHours: Rotating Shifts; M-F, 7:00 a.m. - 7:00 p.m.; Sat., 8:00 a.m. - 2:00 p.m.Six paid holidaysMust pass post-offer, pre-employment drug background tests as allowed by state, federal, local ordinance, statutes and licensing/accreditation requirements.Amber Specialty PharmacyJob Title: Patient Care SpecialistDepartment: OperationsFLSA: Non-ExemptGeneral FunctionsResponsible for the day-to-day customer service activities and support of specifically assigned clients and customers. Responsible for inbound and outbound patient phone calls, prescription refill reminder calls, documentation of patient interaction, facilitation of patient-to-pharmacist consultations, patient enrollment functions, and assisting with patient needs and requests. Provides excellent customer service in all interactions.Reporting RelationsReports to: Customer Care Center ManagerDirect Reports: NonePrimary Responsibilities :Explains all Company programs and services to patients and provider’s office staff , including what to expect with Company specialty services, contents of shipments , and patient rights.Acts as a liaison between Company, patients, insurance, Pharma , and provider’s offices via phone, fax , and email communications.Contacts patients to provide onboarding welcome calls, schedule new medication deliveries, confirm demographic and address information, and inform them of any copayment responsibilities.Enters data requirements into tracking software. Transfers call to clinical staff for clinical education/assessment activities.Places monthly refill reminder calls to patients; refers patients to the clinical pharmacist or nurse as needed.Communicates with patients as needed based on prescription refills and refers any medication or illness-related questions or concerns to a board-licensed healthcare professional, including but not limited to pharmacists, nurses, or supervised pharmacy interns.Notifies appropriate staff of relevant information gathered during calls to provider s or patient s that may affect a patient’s disease state, medication regimen or method of funding .Records and processes orders and/or inquiries received by mail, telephone and/or through direct patient contact.Provides timely response to patient inquiries by telephone and/or email in an inbound or outbound manner, consistent with service and quality standards.Maintains documentation of calls to and from patients, caregivers, insurance, providers, and Pharma.Creates patient activities as a reminder for the following tasks, including, but not limited to, follow-up calls, clinical assessments, referrals to Case Management, initiation of discharge, patient letter mailings, or other reminders as it relates to the patient’s care.Must maintain the established workflow within the patient care department and adhere to the company/department’s Policy and Procedure manual.Adheres to all company policies as indicated in the handbook and directives issued by management. Has reviewed Policy and Procedure manual.Professional Competencies :Proficient with MS Excel, Word, and OutlookDemonstrated ability to meet tight deadlinesMust be detail oriented with a high degree of accuracyAbility to work with all levels of internal management and staff, as well as outside clients and vendorsWorking knowledge of Medicare, Medicaid, and Commercial Insurance related to pharmacy billing, prior authorizations, insurance verification, and medical terminology preferredMust be knowledgeable in Medicare, Medicaid, Commercial insurance, and renal programs and how they apply to transplant and specialty patientsKnowledgeable in the process of insurance verification and online prescription adjudicationEducation:High School Diploma or equivalentRequired Qualifications:Working knowledge of the healthcare industryHIPAA trained and /or the ability to work with and protect high ly confidential patient and employee informationPhysical Requirements:Must be able to remain in a stationary position up to 90% of the timeThe person in this position needs to occasionally move about inside the office to access file cabinets, office machinery, etc., and traverse conferences, meetings, and remote eventsConstantly operates a computer and other office productivity machinery, such as a calculator, copy machine, and computer printerThe ability to communicate information and ideas so others will understand. Must be able to exchange accurate information in these situationsThe ability to observe details at close range (within a few feet of the observer)Working Conditions :Normal office environment.Equipment Used to Perform the Job :Computers, keyboards, mouse, monitors, fax, and/or headsets for phone work. Software specific to the position, including but not limited to Microsoft Outlook and Skype. Must lift and traverse the area to move paper and supplies to use the equipment.Contacts :Frequently interact with co-workers, intradepartmental staff of t he Company, managers, leaders, insurance providers, payers, v endors, and customers . This is a partial list of contacts and is subject to changes and alternatives.Confidentiality :The incumbent must maintain the confidentiality of personal information for the applications and licensing requirements, including any financial, strategic, or proprietary information. The Company does not consider this an exhaustive list of examples and may add or modify as deemed appropriate to the execution of the role.Candidates must be able to pass a pre-employment drug test, background check, and health screening (if applicable).Apply now and join our mission to provide exceptional patient care!