POSITION SUMMARY:
The Patient Support Representative supports patients and healthcare providers through inbound and outbound telephone support, as well as administrative functions.
KEY 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
Assist department with additional duties as directed by Pharmacy Leadership and provide timely completion of special tasks when requested.
Provides enrollment status updates to patients or healthcare providers, as requested
Schedule treatments to be sent to the patient or patient's healthcare provider
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 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.
MINIMUM JOB REQUIREMENTS:
High school diploma or equivalent
Two (2) years of work experience in a customer service or customer focused role
Commented [JG1]: Can these be removed? Since Execute day-to-day operations point is listed below.
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
Nesco Resource offers a comprehensive benefits package for our associates, which includes a MEC (Minimum Essential Coverage) plan that encompasses Medical, Vision, Dental, 401K, and EAP (Employee Assistance Program) services.
Nesco Resource provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.
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