Patient Support Representative

6 months ago

Louisville, United States Knipper Health Full time

Overview :

YOUR PASSION, ACTIONS & FOCUS is our Strength

Become one of our Contributors

Join the KnipperHEALTH Team

KnipperHealth is a highly profitable, rapidly growing company that is competitively unique and nimble in service solutions. We offer incredibly competitive pay and benefits that start on your first day of employment.

  • Things you can expect within your first 90 days:
  • Zero time waiting for benefits
  • Welcoming team with a great culture
  • Classroom and on-the-job training
  • 30/60/90 check-ins with leadership team
  • Educational Assistance Opportunities
  • Toll allowance for hourly positions
  • Interested in starting a career in pharmacy with Knipper Health? Ask us about our company-sponsored Pharmacy Technician programs to become licensed in your state.

POSITION SUMMARY:

The Patient Support Representative supports patients and healthcare providers through inbound and outbound telephone support, as well as administrative functions.

Responsibilities:

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 patients 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 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.

The above duties are meant to be representative of the position and not all-inclusive.

Qualifications:

MINIMUM JOB REQUIREMENTS:

  • High school diploma or equivalent
  • Two (2) years of work experience in a customer service or customer focused role
  • 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
  • Bi-lingual, English and Spanish

KNOWLEDGE, SKILLS & ABILITIES:

  • 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 includes Microsoft Word, Excel, and Outlook
  • Display tact and diplomacy in response to unfavorable or negative situations
  • Demonstrated sensitivity and understanding when speaking with patients
  • Demonstrated passion for speaking with people in an outgoing way

PHYSICAL DEMANDS:

  • Location of job activities 100% inside
  • Extensive manual dexterity (keyboarding, mouse, phone)
  • Constant use of phone for communication
  • Noise and/or vibrations exposure
  • Frequently reach (overhead), handle, and feel with hands and arms
  • Sit for prolonged periods of time
  • Occasionally stoop, kneel, and crouch
  • Occasionally lift, carry, and move up to 25 pounds

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

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