Remote Patient Care Concierge

Regalo Health; Phoenix (AZ); On-site; USD 42,000 - 55,000; Full time

Benefits offered by this job

Paid training

Company-provided equipment

Monday--Friday schedule

Overtime opportunities

Supportive leadership and team culture

Job summary

Regalo Health in Phoenix, AZ is seeking compassionate customer service professionals to join our inbound contact center. You will be the first point of contact for patients, providers, and pharmacies, delivering a white-glove experience with empathy, active listening and efficient problem-solving to guide customers through the medication access journey.

The role involves handling high call volumes, verifying benefits and insurance, assisting with prior authorizations and PAP programs,

Qualifications

• High school diploma or GED required.
• 3+ years of customer service experience.
• Experience with HIPAA and PHI requirements.
• Strong documentation and case management skills.
• Ability to type and accurately document conversations while speaking with customers.

Responsibilities

• Answer a high volume of inbound customer and healthcare provider calls in a professional and timely manner.
• Deliver a personalized, white glove customer experience on every interaction.
• Listen actively to understand customer needs and provide accurate information and solutions.
• Perform benefits investigations and insurance verification to determine patient eligibility, coverage, and reimbursement information.
• Support patients, providers, and pharmacies throughout the pharmacy HUB process.
• Assist with prior authorizations, appeals, copay assistance programs, and PAPs as applicable.
• Document customer interactions thoroughly and accurately with detailed case notes.
• Navigate multiple computer systems while speaking with customers.
• Meet established performance metrics including quality, productivity, attendance and adherence.
• Maintain HIPAA compliance and protect patient information.

Skills

Customer service

Empathy

Active listening

Communication

Documentation

Problem solving

Attention to detail

Remote work

Education

High school diploma or GED

Job description

Regalo Health in Phoenix, AZ is seeking compassionate customer service professionals to join our inbound contact center. You will be the first point of contact for patients, providers, and pharmacies, delivering a white-glove experience with empathy, active listening and efficient problem-solving to guide customers through the medication access journey.

The role involves handling high call volumes, verifying benefits and insurance, assisting with prior authorizations and PAP programs,