Patient Support Specialist

Job Details Job Location :

Remote - Washington, DC Position Type :

Part-Time Salary Range :

$17.00 Hourly Job Category :

Call Center

Description

A career at the PAN Foundation is an opportunity for you to make a direct impact on the lives of thousands of patients and their families every year. Together, we’re an unstoppable team of dedicated patient champions who work tirelessly toward our vision of a nation where no one goes without treatment due to cost. Join our team and become part of an organization providing life-changing support today

Position overview

The Patient Support Specialist 1 (PSS 1-PT) is responsible for providing exemplary customer service and enrollment support to multiple types of callers including patients, caregivers, physicians, and pharmacies in a high-volume call center setting.

The PSS 1 collaborates with callers to support various patient assistance functions to facilitate enrollments. The PSS 1 responds to all account inquiries and accurately and efficiently documents all interactions into the CRM system in compliance with HIPAA regulations and process requirements.

P

lease note: We are hiring six Part-time (PT) PSS 1 positions working in the Eastern Standard Time (EST) zone.

This position

starts on July 15, 2024.

The 11-week

mandatory training period is from July 15 through September 30, 2024, in which 100% attendance is expected . During this time, we will not approve any time off requests. No exceptions.

Training will be 8:45 am – 5:45 pm - Monday through Friday- EST.

The PT schedule will begin on

October 1, 2024.

Please see the available three shift options below which include a 30-minute lunch break:

Monday thru Friday (5 days):

Option 1: 12:30 pm – 5:30 pm (4.5 hrs. per day/22.5 hrs. per week)

Option 2: 11:00 am – 4:00 pm (4.5 hrs. per day/22.5 hrs. per week)

Monday thru Thursday (4 days):

Option 3: 11:30 am – 5:30 pm (5.5 hrs. per day/22 hrs. per week)

PAN will observe one holiday during the training period: 9/2- Labor Day.

Weekends are non-work days.

Responsibilities

Handles inbound and outbound follow-up calls in a high-volume contact center.

Provides quality customer service while closely adhering to approved call scripting, standard operating procedures (SOPs) and work instructions (WIs).

Identifies customers’ needs, clarifies information, researches every issue, and provides effective solutions.

Validates that all required information is present and provides guidance to patients and providers via phone, secure messaging, and emails.

Determines patient’s eligibility, provides answers to questions, and facilitates program process over the phone or via portals.

Provides exceptional customer experience by showing compassion, empathy, active listening, and genuine care.

Resolves any customer requests in a timely and accurate manner, escalating service issues as needed.

Displays patience, willingness to help, and goes the extra mile to assist patients and providers.

Thoroughly and accurately documents all inquiries and process steps.

Shows outstanding performance results based on the defined call center performance metrics.

Effectively manages both on-call and off-call processes with attention to detail, efficiency, and accuracy.

Effectively utilizes tools, training, and knowledge repository to accurately inform callers of processes and to ensure responses and process management are consistent with program SOPs and Wis.

Other responsibilities and duties as assigned.

Qualifications We are currently accepting applications from AL, AZ, DC, FL, GA, IN, LA, MD, MI, MO, NC, SC, TN, TX, VA, and WI.

Education

High school degree required, and College degree preferred; flexibility can be provided for those without a college degree with strong experience in other knowledge, experience, and education areas.

Work experience

1-2 years of previous experience in a customer support role within a contact center or/and experience assisting patients or providers over the phone is required.

Skills

Experience with documenting information into CRM systems and accurately following processes is required.

Knowledge of medical terminology and healthcare guidelines (such as HIPAA) as well as global understanding of commercial and government payers is strongly preferred.

Excellent verbal and written communication skills (must be clear and articulate - many callers are elderly with diseases that may impact their ability to hear or understand).

Ability to consistently demonstrate empathy, compassion, active listening, and genuine care for others (even when a customer is difficult or angry).

Positive attitude and self-starter.

Excellent interpersonal and customer service skills with a focus on customer satisfaction.

Computer literacy and the ability to navigate multiple systems efficiently as well as the ability to clearly and accurately document information.

Detail oriented and highly organized.

Ability and initiative to work independently or as a team member.

Ability to multi-task, set priorities, and manage time effectively in a high call

volume environment.

Ability to follow directions, accurately follow processes and work instructions, and adapt to frequent changes.

Travel

None.

PAN recognizes that caring for our team is the most vital component to our long-term success.

That’s why we offer a competitive benefits package for all eligible employees—including medical, dental, and vision insurance, a 401k with employer match, and generous paid time off — and are dedicated to fostering a diverse team and equitable work environment for all. Join our team and become part of an organization providing life-changing support today

Benefits

Paid time off (PTO): including annual preventative health screening, annual mental health day.

Eligible for Monthly Bonus Pay and Annual Merit Pay.

Mental Health Breaks.

Employee Assistance Program (EAP).

Additional perks

100% remote work.

Work-life balance with set operations hours from 8:45 am to 5:45 pm EST.

Our commitment to diversity, equity, and inclusion

At the PAN Foundation we are committed to building a diverse, equitable, and inclusive environment where all perspectives are welcomed and encouraged to be shared, valued, and heard. Our goal is to meet the diverse needs of our employees, stakeholders, and customers and inspire our employees to make a difference.

To ensure diversity, equity, and inclusion are embedded in everything we do.

We believe that your background, identity, and unique life experiences are integral to the success of our shared mission.

We will not tolerate discrimination in the hiring process or in our community based on race, ethnicity, religion, age, sex, national origin, disability status, genetics, veteran status, sexual orientation, and gender identity or expression.

PAN’s Core Organizational Values are Dignity, Excellence, Integrity, and Intention.

About the PAN Foundation

The PAN Foundation believes everyone deserves equitable access to affordable healthcare. Our mission is to help underinsured people with life-threatening, chronic, and rare diseases get the medications and treatments they need by assisting with their out-of-pocket costs and advocate for improved access and affordability.

Partnering with generous donors, healthcare providers and pharmacies, we provide the underinsured population access to the treatments they need to best manage their conditions and improve their quality of life. Since our founding in 2004, we have provided more than 1.1 million underinsured patients with over $4 billion in financial assistance, through more than 70 disease-specific programs.

We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

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