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Customer Service Specialist
3 months ago
Contract: 6 Months
Pay Rate: $22.5/hr
Location: Tempe, AZ
Overview:
The Reimbursement Specialist may also share appropriate information with Patient Specialty Services field teams. This information may cover coverage-related queries from customers, provide pre-authorizations for medical treatment, and outline information regarding co-payments.
The Reimbursement Specialist must have strong communication skills to converse with payors and providers about benefits coverage and be able to offer solutions in accordance with approved procedures.
A Reimbursement Specialist will possess an aptitude for learning and continual development.
• Develop and maintain knowledge of PSS programs and payer coverage; broaden program knowledge over time.
• Learn and utilize protocols, information and technology to gather patient coverage information. Some of this will be completed via phone calls to payers in a prompt and courteous manner.
• Prepare proper documentation and notifications; perform proper escalation, tracking, and follow-up
• Evolve skills to navigate the payer landscape regarding Novartis programs over time
• As applicable, raise innovative ideas which will drive improved efficiency and effectiveness of customer service to Team Leads.
What you’ll bring to the role:
Education:
- High School Diploma required
Travel requirements:
- Proximity and ability to commute to work onsite in Tempe, AZ minimally 1 week per month and for occasional meetings or events
- Other Work Requirements:
- When working from home, a quiet dedicated space with internet/WiFi service or the ability to obtain such service (Novartis offers a subsidy to partially cover the cost of this technology) where the employee can work without interruption
- Ability to work the scheduled work hours, which generally will be an 8-hour schedule with two paid rest breaks and an unpaid lunch break.
Experience:
Required Experience:
- ~6 months of proven Reimbursement Experience (such as Healthcare, Payers or Pharmaceuticals,)
- Salesforce highly desired but not required
- Experience and exposure in balancing multiple priorities with multiple audiences
- Experience working with data entry system(s), fax machines, computer software, and telephone technology
- Strong phone and verbal communication skills – ability to follow oral and written directions
- Good problem-solving and critical thinking skills
- Ability to interpret, capture and document the details of payer conversations, in a timely and efficient manner
- Computer literacy with email, video conferencing systems and data entry systems
Preferred Experience:
- 1 year of Reimbursement Specialist experience within a Customer Contact Center in the Pharmaceuticals industry
- Therapeutic area experience
