Patient Advocate

Knipper; Jeffersontown (KY); On-site; USD 35,000 - 50,000; Full time

Job summary

A leading healthcare company is seeking a Patient Advocate to support patients in accessing medication coverage. The role involves reviewing enrollment forms, assisting patients through the enrollment process, and providing exceptional customer service. Ideal candidates will have experience in customer service and a strong understanding of insurance processes.

Qualifications

• Two years of experience in a customer service role.
• One year of experience in a call center environment.
• Experience with insurance and benefit investigations.

Responsibilities

• Review and process patients’ enrollment forms for the Patient Assistance Program.
• Assist patients with PAP program enrollment via phone.
• Communicate with patients regarding eligibility and next steps.

Skills

Empathy

Communication

Organization

Attention to detail

Adaptability

Customer service

Problem-solving

Education

High school diploma or equivalent

Associate Degree or technical training in a related field

Tools

Microsoft Word

Microsoft Excel

Microsoft Outlook

Job description

Overview

YOUR PASSION, ACTIONS & FOCUS is our Strength

Become one of our Contributors

Join the KnipperHEALTH Team!

The Patient Advocate supports the enrollment process and assists patients in accessing coverage for their prescribed medications through inbound and outbound telephone support, as well as administrative functions.

Responsibilities

1. Review and process patients’ enrollment forms for the Patient Assistance Program (PAP).
2. Assist patients on the phone with PAP program enrollment by verifying pre-screening and qualifying tasks.
3. Notify patients and healthcare providers of approvals, denials, and next steps needed to continue the enrollment process.
4. Schedule treatments to be sent to the patient or healthcare provider.
5. Support inbound and outbound phone lines for the PAP program.
6. Communicate daily with patients/authorized representatives regarding eligibility based on PAP criteria, managing expectations.
7. Contact patients/authorized representatives to gather supplementary information needed for enrollment into the manufacturer’s PAP program.
8. Prioritize workload to ensure timely processing of patient enrollments.
9. Explain the PAP program and services to patients, authorized representatives, healthcare providers, and office staff.
10. Respond to inquiries from patients, representatives, healthcare providers, advocates, and caregivers.
11. Report adverse events or product complaints according to SOPs and good manufacturer practices.
12. Execute daily operations specific to assigned programs.
13. Maintain patient confidentiality at all times.

The above duties are representative and not all-inclusive.

Qualifications

Required Education and Experience:

• High school diploma or equivalent.
• Two (2) years of experience in a customer service or customer-focused role.
• One (1) year of experience in a call center environment.
• Experience with insurance and benefit investigations; knowledge of U.S. private and government payers.
• Proven ability to provide high-quality service.

Preferred Education and Experience:

• Associate Degree or technical training in a related field.
• Two (2) years of experience in pharmacy, managed care, Medicaid/Medicare, pharmaceutical or biotech manufacturing, insurance, or medical offices.
• Experience with HIPAA and patient services.
• Bilingual in English and Spanish.

Knowledge, Skills & Abilities

• Empathy and compassion.
• Excellent verbal and written communication skills.
• Strong organization and attention to detail.
• Ability to manage multiple priorities and meet deadlines.
• Adaptability and flexibility.
• Ability to work independently and collaboratively.
• Basic math and logical thinking skills.
• Effective presentation and stakeholder communication skills.
• Ability to interact with diverse groups and demonstrate empathy.
• Proficiency in Microsoft Word, Excel, and Outlook.
• Tact and diplomacy in handling difficult situations.
• Sensitivity when communicating with patients.
• Outgoing personality with a passion for engaging with people.

Physical Requirements

• Work is performed 100% indoors.
• Manual dexterity for keyboarding, mouse use, and phone handling.

Reasonable accommodations may be provided for individuals with disabilities to perform essential functions.