Insurance Access Coordinator

2 days ago


Reston, Virginia, United States Randstad Life Sciences US Full time
Job Overview

The Case Manager will provide assistance to patients and healthcare professionals when initiating treatment of a therapy. Responsibilities include navigating through onboarding, insurance verification, financial assistance, and ongoing support as requested by the patient and their healthcare professional. Case Managers will also be working with cross-functional team members within Patient Support, where appropriate, to ensure continuity of information being shared with the healthcare professional and patients.

Key Responsibilities
  • Develop and maintain knowledge of the relevant brand and customer workstreams for the specific assigned program
  • Learn and utilize protocols to respond to customer phone, chat, fax, SMS / text, mail, and e-mail inquiries as well as other communication channels in a prompt and courteous manner
  • Professionally and compliantly interact with customers, relevant associates, and other external contacts during inbound and outbound phone calls
  • Manage assigned cases throughout the patient journey; perform proper and timely escalation, tracking, triage and follow-up where required
  • Adhere to call guides, job aides and work instructions for case processing and case cadence
  • Adhere to Service Level Agreements (SLAs), Key Performance Indicators (KPIs), productivity, and quality metrics
  • Leverage dual monitors and technological solutions to support Case Management activities
  • Accurately and concisely document all interactions to inform cross-functional partners on the relevant status details
  • Promptly and courteously respond to tasks and notifications from PSC counterparts
  • As applicable, raise innovative ideas which will drive improved efficiency and effectiveness of customer service to Supervisors
  • Responsible for identifying and reporting adverse events via the established systems as per applicable processes
Requirements
  • Approximately 6 months of proven Contact Center experience (such as Healthcare, Pharmaceuticals, or other industry call center experience)
  • Strong interpersonal, telephone and verbal communication skills, including the ability to project warmth and compassion while effectively and efficiently conveying information
  • Excellent written communication skills including the ability to interpret, capture and document the essence of and next steps for customer conversations in a clear and cogent way
  • Must follow oral and written directions
  • Ability to multitask and balance multiple priorities at once
  • Computer literacy in with email, video conferencing systems, and data entry/case management systems
Preferred Qualifications
  • One (1) year of Customer Contact Center Experience in the Pharmaceuticals industry
  • Experience with case management, pharmacy triage, and/or patient support programs
  • Therapeutic area experience
  • No therapeutic area experience required


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