Patient Care Representative FULL-TIME HYBRID ($16/Hour).

J Knipper is hiring a FULL-TIME HYBRID Patient Care Representative ($16/Hour) - Louisville, KY, USA

Monday/Friday: 11:00 AM - 8:00 PM

POSITION SUMMARY:
The Patient Care Representative supports patients and healthcare providers through inbound and outbound telephone support, as well as administrative functions.

POSITION RESPONSIBILITIES:
• Support inbound and outbound phone lines for the pharmacy.
• Answer calls, emails, and/or other requests from patients and/or healthcare providers while meeting or exceeding service-level goals.
• Able to balance priorities, working with team members, between inbound calls, responding to inbound email requests, and making outbound calls to messages left on voicemail.
• Accurately and completely capture information and update systems appropriately.
• Be flexible, organized, and able to comply with constantly changing program business rules.
• Investigate issues that cannot be resolved at the time of the initial call and follow through until issue resolution.
• Understand when an issue must be escalated and to whom it should be escalated.
• Provide availability, tracking, and shipping information for patient’s medication as needed.
• Assist department with additional duties as directed by Pharmacy Leadership and provide timely completion of special tasks when requested.
• Provides enrollment status updates to patients or healthcare providers, as requested.
• Schedule treatments to be sent to the patient or the patient’s healthcare provider.
• Respond to program inquiries from patients, authorized representatives, healthcare providers, patient advocates, and caregivers.
• Report adverse events/product complaint inquiries received in accordance with standard operating procedures and current good manufacturing practices.
• Execute day-to-day operations specific to the assigned program(s).
• Maintain patient confidentiality at all times.

REQUIRED EDUCATION AND EXPERIENCE:

• High school diploma or equivalent.

• Two (2) years of work experience in a customer service or customer-focused role.

• One (1) year of work experience in a pharmacy or call center environment.

• Must have proven ability to provide consistently high-quality service.

PREFERRED EDUCATION AND EXPERIENCE:

• Associate Degree or technical school training in a related field.

• Two (2) years of work experience in a pharmacy, managed care, Medicaid and/or Medicare organizations, pharmaceutical and/or biotech manufacturer, insurance, medical office, or related field.

• Experience with HIPAA and patient services.

• Bi-lingual, English, and Spanish.

KNOWLEDGE, SKILLS & ABILITIES:

• Demonstrated empathy and compassion.

• Excellent verbal and written communication skills.

• Excellent organization skills and detail-oriented.

• Balance multiple priorities to meet expected response deadlines.

• Adaptable, flexible and readily adjust to changing situations.

• Ability to work independently and as a member of a team.

• Ability to comprehend and apply basic math principles.

• Ability to apply logical thinking when evaluating practical problems.

• Ability to present information and respond to questions from stakeholders.

• Ability to interact with a diverse group.

• Ability to listen and demonstrate a high degree of empathy.

• Demonstrated computer skills including Microsoft Word, Excel, and Outlook.

• Display tact and diplomacy in response to unfavorable or negative situations.

• Demonstrated sensitivity and understanding when speaking with patients.

• Demonstrated passion for speaking with people in an outgoing way.

PHYSICAL REQUIREMENTS:

• Location of job activities 100% inside.

• Extensive manual dexterity (keyboarding, mouse, phone).

• Constant use of the phone for communication.

• Noise and/or vibration exposure.

• Frequently reach (overhead), handle, and feel with hands and arms.

• Sit for prolonged periods of time.

• Occasionally stoop, kneel, and crouch.

• Occasionally lift, carry, and move up to 25 pounds.

Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.