Pharmacy Patient Advocate

AscellaHealth; Berwyn (PA); Hybrid; USD 40,000 - 70,000; Full time

Job summary

An established industry player is seeking a dedicated Patient Advocate to enhance the patient experience within their Contact Center. This role is crucial in facilitating medication access and providing exceptional service to patients, healthcare providers, and pharmacies. Initially requiring in-office presence, the position transitions to a hybrid model, allowing for flexibility. The ideal candidate will possess strong communication skills and a patient-centered approach, ensuring that every interaction is handled with empathy and professionalism. Join a dynamic team committed to patient-centric care and make a meaningful impact in the healthcare sector.

Qualifications

• 2+ years in healthcare contact center or patient support roles.
• Ability to handle sensitive information professionally.

Responsibilities

• Serve as the primary contact for patients and providers.
• Coordinate benefits investigations and assist with financial aid.

Skills

Customer Service

Communication Skills

Problem-Solving

Organizational Skills

Multilingual Skills

Education

High School Diploma

Healthcare Degree

Communications Degree

Tools

Microsoft Office Suite

Job description

Contact Center Patient Advocate

We are seeking a Patient Advocate for our Contact Center in Berwyn, PA. This role serves as the primary point of contact between AscellaHealth and stakeholders, including patients, healthcare providers, pharmacies, and health plans. It is essential in delivering excellent customer service and ensuring a seamless, compassionate patient experience throughout their treatment journey.

The Patient Advocate facilitates access to medications, conducts calls, addresses inquiries with professionalism and empathy, and removes barriers to access, ensuring an effortless patient journey from prescription to delivery.

This position is based in our Berwyn, PA office. Initially, it requires in-office presence five days a week for 30 days of training. Subsequently, it becomes a hybrid role with three in-office days per week.

Responsibilities

1. Serve as the primary contact for patients, providers, pharmacies, and health plans, delivering concierge-level service.
2. Conduct inbound/outbound calls and texts to facilitate medication access.
3. Coordinate benefits investigations, work with payers to secure coverage and approvals.
4. Assist with enrollment in financial assistance programs.
5. Provide compassionate guidance, addressing questions and reducing barriers.
6. Accurately log and resolve communications in the contact management system.
7. Collaborate internally and externally to streamline medication fulfillment.
8. Monitor patient cases from start to finish, ensuring follow-ups and updates.
9. Escalate complex issues while maintaining ownership of the patient experience.
10. Perform other duties as needed, remaining flexible.

Qualifications

• High school diploma or equivalent; healthcare, communications, or related degree preferred.
• At least 2 years in healthcare contact center, patient support, or related customer service role.
• Experience with healthcare stakeholders, benefits, prior authorization, and financial assistance programs preferred.
• Multilingual skills are a plus.
• Excellent communication skills with a patient-centered approach.
• Ability to deliver high-quality service in a fast-paced environment.
• Strong organizational and interpersonal skills.
• Dependability, punctuality, flexibility, and problem-solving skills.
• Ability to handle sensitive information professionally.
• Proficiency in Microsoft Office Suite.

About Us

AscellaHealth is a global Specialty Pharmaceutical and Healthcare services organization committed to patient-centric care, supporting complex and chronic conditions with innovative programs and services. Visit www.AscellaHealth.com for more information.

We are an equal opportunity employer, committed to diversity and inclusion, prohibiting discrimination and harassment of any kind.