Seasonal - Patient Support Agent (on site) $17.00/hr

Work dates are November 1, 2021 through January 31, 2022

POSITION SUMMARY:

The Re-Enrollment Advocate supports the annual enrollment process for patients accessing coverage for their prescribed medications through inbound and outbound telephone support, as well as administrative functions. This role is a seasonal call center position. Schedules are flexible. Training and work is onsite in our call center. Work hours range from 8am to 8pm, Monday through Friday.

POSITION RESPONSIBILITIES:

• Review and process patients enrollment forms to the Patient Assistance Program (PAP)

• Assist patients on the phone with PAP program enrollment by verifying the pre-screening and qualifying tasks.

• Notify patients and healthcare providers of approvals, denials, and any next steps needed to continue the enrollment process

• Schedule treatments to be sent to the patient or patients healthcare provider

• Support inbound and outbound phone lines for the PAP program

• Communicate daily with patient/authorized representative on eligibility based on PAP criteria and healthcare providers to manage expectations.

• Contact patient/authorized representative to determine supplementary information needed to enroll into the manufacturers PAP program.

• Prioritize workload to ensure patients enrollments are processed within specified timeframe

• Explain the PAP program and services to patients, authorized representatives, healthcare providers and physicians office staff.

• Respond to program inquiries from patients, authorized representatives, healthcare providers, patient advocates and caregivers.

• Report adverse events/product complaint inquires received in accordance with standard operating procedures and current good manufacturer 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
• Must have proven ability to provide consistently high-quality of service

PREFERRED EDUCATION AND EXPERIENCE:

• Ability to work through the project dates: Nov 1st to January 31st.
• Experience with insurance and benefit investigations; knowledge of U.S. Private and Government payers
• Two (2) years of work experience in pharmacy, managed care, Medicaid and/or Medicare organizations, pharmaceutical and/or biotech manufacturer, insurance, medical office, or related field
• Six (6) months of work experience in a call center environment.
• 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 includes 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 phone for communication
• Noise and/or vibrations 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