Calling all Customer Service Gurus!
We are hiring for Patient Support Representative
SCHEDULE: Monday to Friday/11:30 am to 8:00 pm
This is NOT a remote position. In office only
The Patient Support Representative supports patients and healthcare providers through inbound and outbound telephone support, as well as administrative functions
- 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 patients' 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
- Sit for prolonged periods of time
- Occasionally stoop, kneel, and crouch
- Occasionally lift, carry, and move up to 25 pounds
Qualifications
- MUST HAVE High school diploma or equivalent of two (2) years of work experience in a customer service or customer-focused role
- Must have proven ability to provide consistently high-quality service
- 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
- 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 include Microsoft Word, Excel, and Outlook
- Display tact and diplomacy in response to unfavorable situations
- Demonstrated sensitivity and understanding when speaking with patients
- Demonstrated passion for speaking with people in an outgoing way
- Extensive manual dexterity (keyboarding, mouse, phone)
- Constant use of the phone for communication
- Frequently reach (overhead), handle, and feel with hands and arms
Nesco Resource and affiliates (Lehigh G.I.T Inc, and Callos Resource, LLC) is an equal employment opportunity employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, or veteran status, or any other legally protected characteristics with respect to employment opportunities.