Manufacturer Program Specialist

KPH HEALTHCARE SERVICES, INC; City of Syracuse (NY); On-site; USD 42,000 - 63,000; Full time

Job summary

KPH HealthCare Services, Inc. is seeking a dedicated professional to manage hub service relationships and handle medication orders in a call center setting. You will support patients and providers, ensuring accurate order entry and responsive customer service in a fast-paced environment.

Responsibilities include following patient support models, processing orders, and resolving issues related to billing and payments while coordinating with compliance and training teams as needed.

Qualifications

• Experience in healthcare call centers or patient services preferred.
• Ability to follow protocols and adapt to standard and non-standard service models.
• Strong focus on accurate information gathering and timely responses.

Responsibilities

• Provide direct support and primary contact for pharma partners and patients.
• Follow customized patient support service models to meet client expectations.
• Adhere to established protocols to deliver high-quality patient services.
• Call patients for fee-for-service arrangements and perform necessary interventions.
• Support in creating and implementing new Manufacturer Programs.
• Coordinate with Audit and Compliance to maintain operational excellence.
• Accurately select billing/shipping methods and arrange delivery of orders.
• Provide customer service coverage for incoming calls and route calls to staff.
• Document patient information into TherigySTM.
• Resolve customer service issues to ensure member satisfaction.
• Assist patients with payment-related issues on accounts/orders.
• Maintain production levels as directed by supervisor.
• Assist in orienting and training new employees; complete mandatory training.

Skills

Customer service

Call center operations

Documentation

Tools

TherigySTM

Job description

Job Summary

Responsible for all aspects related to management of hub services relationships, entering of medication orders, and customer service for patients/providers in a call center environment.

Job Summary

Responsible for all aspects related to management of hub services relationships, entering of medication orders, and customer service for patients/providers in a call center environment.

Job Duties

• Provide direct support and serve as primary point of contact for pharma partners and patients on relevant products
• Follow customized patient support service models and programs to meet and exceed client expectations
• Follow established protocol and non-standard service models to provide the highest quality of services to patients
• Responsible for calling patients pursuant to established Fee for service arrangements and performing necessary interventions.
• Responsible for assisting in the creation and implementation of new Manufacturer Programs
• Responsible to work with Audit and Compliance leadership to ensure operational excellence at all potential times
• Responsible for accurate selecting billing and shipping methods for incoming patient orders and setting up delivery of patient orders as necessary
• Customer service coverage for incoming calls and directing incoming calls to appropriate staff as needed
• Document patient reported information into TherigySTM
• Provides resolution to customer service issues to ensure member satisfaction
• Work with members to provide resolution to payment related issues on accounts/orders
• Maintain and keep reasonable production as determined by supervisor
• May assist in orienting and training new employees
• Responsible for completing all mandatory and regulatory training programs
• Perform other duties as assigned
• May assist in training new employees