Pharmaceutical Administrative Assistant/Patient Resource Coordinator

JOB DESCRIPTION

Title: Pharmaceutical Administrative Assistant/Patient Resource Coordinator 
Classification: Exempt
Reports to: Director of Operations  

Summary:
The incumbent typically works at a high degree of independence and uses initiative to carry out regular assignments in accordance with established policies and procedures. Responsible for assisting the Director of Operations and Chief Commercial Officer with customer management, product affair inquiries, order processing, and for establishing and maintaining positive successful relationships with patients and healthcare providers on behalf of the company.

Essential Functions:
Core duties and responsibility include the following. Other duties may be assigned.

• Ensures transparent communication and a high caliber of customer service for all relevant stakeholders of NextSource Patient Assistance Program (PAP) which include but are not limited to: answers all incoming PAP calls promptly; guides and facilitates hospitals/prescribers, pharmacies, and patients with enrollment details and guidelines; obtains and enters all necessary data in internal system; conducts outbound calls to patient/pharmacy and or providers as needed; escalates issues/concerns to Director of Operations and Chief Compliance Officer as needed  
• Assists in order entry into the database, handles freight complexities, reviews daily shipment log, manages customer returns and customer service issues.
• Documents and reports all inbound product affair inquiries
• Liaisons with dispensing pharmacy for order fulfillment, patient enrollment, and program management details
• Establish and maintain professional relationships with targeted primary care physician groups to maximize new business opportunities
• Exercise good judgment and discretion when addressing the complexities of the free drug program 
• Maintains accurate records for each customer in NetSuite ERP System
• Ability to build rapport and relationships with healthcare professionals and office staff falling in and outside of the PAP
• Engage in meaningful dialogue that addresses the needs of the health provider and patient
• Interacts with high-level executives and handles confidential or business-sensitive information.
• Document customer interactions and feedback to contribute to a continuous improvement environment
• Provides general administrative support for Director and Chief level positions as required.
• Responsible for following sales orders through the process from entry to shipping to provide customers with accurate updates and status of their order
• Ensures compliance with all HIPAA, OSHA, and other federal, state, and local regulations.
• Participates in meetings, training, and in-service education, as required.

Qualifications:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Exceptional customer service skills, serving patient/providers needs over the phone.
• HIPPA Certified preferred (Must be willing to receive certification upon being hired)
• Accurate and efficient data entry
• Ability to communicate effectively in both oral and written form

Education and Experience

• Bachelor’s degree in Science or Business
• 1-3 years administrative/customer service experience in healthcare, pharmaceutical manufacturing, or distribution environment

Language Ability:
Must have good communication skills in English including oral and written. Ability to read, analyze, and interpret instructions written in English. Ability to effectively present information in English during a one-on one and small group situations to customers, clients and other employees of the organization.

Math Ability:
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

Reasoning Ability:
Ability to handle difficult and stressful situations, while maintaining a professional and composed demeanor.

Computer Skills:
Excellent computer skills required.  
Previous experience with a CRM and MS Office system preferred.

Supervisory Responsibility
This position has no direct supervisory responsibilities; but does serve as a coach and mentor for other team members within the department.

Work Environment
The work environment characteristic described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
While performing the duties of this job, the employee is regularly required to talk or hear. Specific vision abilities required by this job include close vision and ability to adjust focus. This would require the ability to lift files, open filing cabinets and bend or stand on a stool as necessary.
Must be able to pick up items weighing less than 5 lbs (phone, office supplies).

Travel
This position has zero travel requirement.
 

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