Healthcare Customer Service

Client Job Description

20 hours per week between 8AM - 6PM
Works under the direction of the Team Lead and Operations Manager to coordinate the needs of patients taking complex medications related to their medical condition, disease or illness. Procare Retail Associates, Tech Level work proactively with our patients, provider offices and clients via the telephone and directly on site to compassionately and efficiently coordinate medication shipments, medication adherence services, provider support, and overall customer service for specialty medications. In addition, the Procare Retail Associate, Tech Level has a thorough knowledge of specialty operations to ensure that our patients are maximizing the integrated pharmacy services provided by Apothecary by Design.
Job Specifications Required Specifications:
• Prior experience in a healthcare setting
• Proficient PC and computer skills
Preferred Specifications:
• Pharmacy Technician experience highly desirable
• Experience working at an insurance company in plan design, benefit investigation, or at a pharmacy is desirable
• Prior experience in specialty office setting preferred

Workers will have access to offstreet parking.
At present, patients are not allowed onsite, all orders are shipped to minimize contact.

Candidates do not need to have an active pharmacy tech license, but pharmacy expereince is a plus. if selected, the candidate can apply for level 1 pharmacy license

Description Extra:
Verifyable High School Diploma or GED Required: Yes Work experience: No Duties: % of Time Description 80 Patient Management: • Performs effective patient management using strong telephonic communication skills

• Understands / evaluates patient needs and requirements

• Initiates compliance monitoring phone calls to patients and manages refills

• Demonstrates knowledge of specialty pharmacy practices and procedures

• Collaborates with members of health disciplines in the interest of the patient's health care

• Consults and utilizes community agencies and resources for continuity of patient care

• Ensures accurate and complete patient enrollment in ABD’s specialty pharmacy services programs

• Performs complete insurance investigation for specialty patients, calling pharmacy and medical insurance companies to identify coverage, and the coordination of benefits.

Understands and articulates all aspects of the specialty pharmacy service model.

Performs test claims and initiates and monitors prior authorization when required.

• Understands patients’ order urgency and the importance of reviewing the medication profile to identify refill need and capture changes. • Performs proper documentation of patient and provider communications and interactions.

• Delivers superior customer service and can work professionally in pharmacy environment. 20 Administration and Teamwork:

• Interacts professionally with pharmacists, medical providers, consultants and other staff.

• Exercises good team collaboration across all customer specialty service functions to ensure order timeliness, quality and service metrics are routinely achieved. • Brings a winning attitude to work each day

• Acts as an ambassador for ABD in the community

• Completes all needed paperwork on time Experience: Position Characteristics Must:

• Have ability to exercise judgment under pressure and use analytical ability to affect solutions required

• Ensure that customers have a positive experience; commits to meet or exceed customer expectations

• Have effective communication, people and organizational skills (verbal and written)

• Will possess the ability to build relationships with our provider partners by working with them to successfully fulfill and exceed the needs of their patients who are prescribed a specialty medication.

• Be flexible to help with other ABD jobs as needed

• Will have in-depth knowledge of insurance coverage, terminology and benefit investigation Able to do test claims and identify insurance coverage and benefit coordination.

Performs any required prior authorization.

Able to communicate coverage details to patients and providers.

Researches co-pay assistance and financial assistance programs as appropriate.

• Will have basic knowledge of medical terminology, as well as a baseline understanding of specialty medications.

Able to troubleshoot medication regimen issues, ex. Knowledge of regimen sequence to prioritize which items patients will need in what order, and to coordinate shipments accordingly. 

• Ability to compassionately ensure that each patient feels they have received the utmost in personalized care for their disease condition. • Able to work in an extremely fast-paced environment handling urgent patient needs.

The capability to multitask is essential without sacrificing quality and attention to detail.

• Be available to work from 8am-6:30pm, Monday – Friday Job Specifications Required Specifications:

• Prior experience in a healthcare setting

• Proficient PC and computer skills Preferred Specifications:

• Pharmacy Technician experience highly desirable