Patient Support Specialist - NJ Late Shift

ConnectiveRx; Whippany (NJ); On-site; USD 42,000 - 54,000; Full time

Job summary

ConnectiveRx is seeking a Patient Support Specialist to join a concierge service team guiding patients through access to care for prescription medications. You will interact with patients, physicians, and pharmacies to provide program information, eligibility, reimbursement support, and a smooth patient experience.

Responsibilities include handling inbound and outbound calls, addressing reimbursement needs with empathy, escalating complex issues, and supporting enrollment and billing activities

Qualifications

• 1+ years in health care or case management in a high-volume contact center.
• Experience with pharmacy benefits, health care insurance, or medical billing preferred.
• Fluent in English/Spanish.
• Knowledge of call center principles and performance metrics a plus.
• Excellent written and spoken communication with clear spelling and grammar.

Responsibilities

• Respond to inbound and outbound calls to assist patients, physicians, and pharmacies.
• Address reimbursement needs and support access to care with empathy.
• Escalate issues to Program Management or IT as needed.
• Support other departments with administrative tasks as required.

Skills

Call center experience

Empathy

Strong communication

Bilingual English/Spanish

Problem solving

Adaptability

Education

High School Diploma or GED

Tools

Five9

InContact

Job description

"The Patient Support Specialist, under the direction of the Supervisor, is responsible for providing patient health care services enabling access to care for prescription medications. This individual will be interacting directly with patients, physicians, and/or pharmacies related to providing access to care on behalf of our client’s copay assistance programs. This individual is part of a highly concierge ‘white glove’ service team that will manage the patient experience from start to finish by providing program information, eligibility, reimbursement support, and general assurances and ease of use in supporting our client’s copay assistance programs. This position requires someone with extreme customer empathy soft skills, experienced in patient care / health care case management engagement."

What You Will Do

• Responds to inbound phone calls and claims (as well as outbound calls) to/from patients, physicians, and pharmacies, services their access to care and reimbursement needs and responds. Focus on patient empathy and the consumer experience with the goal to assure our patients on ease of use of program goals and ultimately driving access to care and medication adherence. Based on volume, may also process claims and/or may answer phones.
• Refers requests for escalation as needed and engages other internal areas such as Program Management, IT and other Contact Center teams to resolve issues.
• Performs other assignments as needed.
• May be asked to assist other departments as needed with an administrative task (mail sort and/or claims processing) Why work with us?
• Immerse yourself in an excellent company culture with fun events and volunteer opportunities.
• Enjoy competitive benefits, including medical, dental, vision, and more.
• Please take advantage of our 401k package with a dollar-for-dollar match-up.
• Generous PTO and paid holiday days are offered.
• Embrace opportunities for professional and personal growth in our team-oriented atmosphere."

"What We Need From You:"

• Call Center operating metrics and performance management experience (a plus)
• Knowledge of pharmacy benefits, health care insurance, and/or medical billing (a plus)
• Will be trained to support programs, clients and/or job functions as appropriate.
• Some experience with any Third-Party system (SelectRx, Pro-Care, FSV) (a plus)
• Experience with Call Center software (Five9, In-Contact, or similar) (a plus)
• Fluent in English/Spanish (a plus).
• 1+ years in a health care or case management experience in a high-volume contact center environment or similar environment preferred.
• Experience working in pharmacy benefits, health care insurance, and/or medical billing (preferred)
• Communication skills: ability to convey information in easy-to-understand language. Actively listens; Uses writing effectively to create documents, Uses correct spelling, grammar, and punctuation.
• Customer Focus; high level of empathy and emotional intelligence; Focuses on opportunity to service patients with a high level of empathy
• Adaptability: Adapts to a variety of situations easily and effectively navigates situations
• Problem Solve; Thinks critically, and problem-solves issues to resolution.

• High School or GED required"