Patient Support Specialist - Pgh

ConnectiveRx; Pittsburgh (Allegheny County); On-site; USD 36,000 - 56,000; Full time

Job summary

ConnectiveRx is seeking a Patient Support Specialist to provide patient health care services and enable access to care for prescription medications. You will interact with patients, physicians, and pharmacies, supporting copay assistance programs and reimbursement processes.

The role emphasizes empathy, clear communication, and a concierge-level service approach to guide patients from start to finish. The position involves handling inbound and outbound calls, assisting with eligibility and

Qualifications

• High School or GED required.
• 1+ years in healthcare or case management in a high-volume contact center environment preferred.
• Experience in pharmacy benefits, health care insurance, and/or medical billing preferred.
• Call Center operating metrics and performance management experience a plus.
• Fluent in English/Spanish a plus.

Responsibilities

• Respond to inbound and outbound calls from patients, physicians, and pharmacies to assist with access to care and reimbursement needs.
• Focus on patient empathy and the consumer experience to assure ease of use of program goals and drive access to care and medication adherence; may process claims as needed.
• Refer to escalation requests and engage other internal areas to resolve issues.
• Performs other assignments as needed.

Skills

Empathy

Communication skills

Fluent in English/Spanish

Customer focus

Adaptability

Problem solving

Education

High School or GED

Tools

SelectRx

Pro-Care

FSV

Five9

In-Contact

Job description

Under the supervisor's direction, The Patient Support Specialist 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 and soft skills, experienced in patient care health care case management engagement.

What You Will Do

• Respond 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.
• Focus on patient empathy and the consumer experience to assure our patients of ease of use of program goals and ultimately drive access to care and medication adherence. Based on volume, they may also process claims and/or answer phones.
• Refers to requests for escalation as needed and engages other internal areas such as Program Management, IT, and other Patient Support teams to resolve issues.
• Performs other assignments as needed.

What We Need From You

• High School or GED required
• 1+ years in healthcare 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)
• 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).
• 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 the opportunity to service patients with a high level of empathy
• Adaptability: Adapts to a variety of situations efficiently and effectively navigates situations
• Problem
• High School or GED required
• 1+ years in healthcare or case management experience in a high-volume contact center environment or similar environment preferred