Patient Support Representative

Knipperhealth Team Opportunity

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The patient support representative supports patients and healthcare providers through inbound and outbound telephone support, as well as administrative functions.

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.

Provide first call resolution where possible. Demonstrate the ability to triage or escalate calls when first call resolution cannot be performed to the patient's satisfaction.

Provide availability, tracking, and shipping information for patient's medication as needed.

Respond to program inquiries from patients, authorized representatives, healthcare providers, patient advocates, and caregivers in a prompt, courteous, and professional manner ensuring compliance with state and federal regulations.

Report adverse events/product complaint inquiries 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.

The above duties are meant to be representative of the position and not all-inclusive.

Qualifications

Minimum job requirements:

High school diploma or equivalent

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

Must have proven ability to provide consistently high-quality of service

Preferred education and experience:

Associate degree or technical school training in a related field

One (1) year of work experience in 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, and 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 demands:

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

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