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Customer Support Specialist

2 months ago

Whippany, United States SSi People Full time

Job Title: Customer Support Specialist


Duration: 05 months contract on W2 with possibility to full time


Industry: Healthcare and hospital


Shift Hours: 10am-6:30pm or 8am-4:30pm


Job Description:


Duties:

  • Under the supervisor's direction, The Customer Support/Patient Support Specialist is responsible for providing patient health care services, enabling access to care for prescription medications.
  • This individual will be interacting directly with patients, physicians, and/or pharmacies related to providing access to care on behalf of our client’s copay assistance programs.
  • This individual is part of a highly concierge ‘white glove’ service team that will manage the patient experience from start to finish by providing program information, eligibility, reimbursement support, and general assurances and ease of use in supporting our client’s copay assistance programs.
  • This position requires someone with extreme customer empathy and soft skills, experienced in patient care health care case management engagement.


What you will do:

  • Respond to inbound phone calls and claims (as well as outbound calls) to/from patients, physicians, and pharmacies, services their access to care, and reimbursement needs.
  • Focus on patient empathy and the consumer experience to assure our patients of ease of use of program goals and ultimately drive access to care and medication adherence. Based on volume, they may also process claims and/or answer phones.
  • Refers to requests for escalation as needed and engages other internal areas such as Program Management, IT, and other Patient Support teams to resolve issues.
  • Performs other assignments as needed.


Skills:

  • Call Center operating metrics and performance management experience (a plus)
  • Knowledge of pharmacy benefits, health care insurance, and/or medical billing (a plus)
  • Will be trained to support programs, clients and/or job functions as appropriate.
  • Some experience with any Third-Party system (SelectRx, Pro-Care, FSV) (a plus)
  • Experience with Call Center software (Five9, In-Contact, or similar) (a plus)
  • Fluent in English/Spanish (a plus).
  • 1+ years in a health care or case management experience in a high-volume contact center environment or similar environment preferred.
  • Experience working in pharmacy benefits, health care insurance, and/or medical billing (preferred)
  • Communication skills: ability to convey information in easy-to-understand language. Actively listens; Uses writing effectively to create documents, Uses correct spelling, grammar, and punctuation.
  • Customer Focus; high level of empathy and emotional intelligence; Focuses on opportunity to service patients with a high level of empathy
  • Adaptability: Adapts to a variety of situations easily and effectively navigates situations
  • Problem Solve; Thinks critically, and problem-solves issues to resolution."


Education:

  • High School or GED required


Skills: Required

  • Patient care
  • Billing
  • Medical billing
  • Pharmacy benefits
  • Medical invoicing
  • Outbound calls
  • Answer phones