Patient Copay Support Specialist (Remote/Hybrid)

Omega Healthcare Management Services; Indiana (PA); On-site; USD 36,000 - 52,000; Full time

Job summary

Omega Healthcare Management Services is seeking a Patient Copay Support Representative to assist patients, caregivers, providers, and advocates with prescription insurance, copay questions, and enrollment processes. The role emphasizes empathy, accuracy, and the ability to navigate complex benefit information in a fast-paced contact center.

The position requires clear communication, adherence to HIPAA and privacy standards, and the ability to escalate non-clinical issues to the appropriate

Qualifications

• High School Diploma or GED required.
• Working knowledge of U.S. healthcare insurance concepts, including copays, deductibles, coinsurance, and out-of-pocket maximums, along with general pharmacy and healthcare terminology.

Responsibilities

• Respond to a high volume of inbound contacts from patients, caregivers, providers, pharmacies, and advocates regarding prescription costs, pharmacy processing issues, available access programs, enrollment, and eligibility screening.
• Explain common healthcare and pharmacy benefit concepts in plain language, including copays, deductibles, coinsurance, out-of-pocket maximums, coverage limitations, and accumulator/maximizer program impacts.
• Screen patients for manufacturer copay card and financial assistance program eligibility using established criteria and support appropriate enrollment, activation, and referral workflows.
• Assist with copay program questions, including enrollment status, card balance, annual limits, expiration, activation, and other program-related inquiries.
• Provide empathetic, high-touch customer service and help patients understand next steps while maintaining appropriate professional boundaries.
• Contact payers and/or pharmacy benefit managers, as applicable, to obtain and document benefit information, coverage details, and patient responsibility information, including participation in accumulator or maximizer programs.
• Read and interpret explanation of benefits (EOB) information, prescription claim responses, patient responsibility amounts, insurance benefit information, and common pharmacy rejection messages within the scope of the assigned program.
• Research and resolve common rejected pharmacy claims using established procedures, including eligibility issues, refill-too-soon rejections, coordination-of-benefits issues, prior authorization requirements, plan limitations, and other third-party billing rejections.
• Coordinate with payers, pharmacy benefit managers, patients, pharmacies, providers, and internal teams to obtain information and move issues toward appropriate resolution.
• Monitor and communicate the status of pending prior authorizations, identify outstanding requirements, and coordinate with the appropriate internal team, payer, pharmacy, or provider office. This role does not make clinical determinations.

Job description

Omega Healthcare Management Services is seeking a Patient Copay Support Representative to assist patients, caregivers, providers, and advocates with prescription insurance, copay questions, and enrollment processes. The role emphasizes empathy, accuracy, and the ability to navigate complex benefit information in a fast-paced contact center.

The position requires clear communication, adherence to HIPAA and privacy standards, and the ability to escalate non-clinical issues to the appropriate