Patient Support Specialist

1 week ago

Tempe, Arizona, United States Randstad Life Sciences Full time
Job Overview

Position: Patient Support Specialist

Contract Duration: 6 Months (Potential for Extension)

Compensation: Competitive Market Rate (Based on Experience)

The Patient Support Specialist will assist patients and healthcare providers in the initiation of therapeutic treatments. Key responsibilities include facilitating onboarding processes, verifying insurance details, providing financial assistance, and offering ongoing support as needed by patients and their healthcare teams.

This role requires exceptional communication skills to effectively discuss the patient's journey and outline subsequent steps in line with established protocols. Strong written communication abilities are essential for maintaining thorough case documentation and ensuring traceability. The Specialist should demonstrate a willingness to learn, accept constructive feedback, and maintain a mindset focused on continuous improvement. Additionally, a calm and reassuring demeanor is crucial when interacting with patients, their families, and caregivers, especially during challenging situations.

Key Responsibilities:

  • Acquire and sustain knowledge of relevant brands and customer workflows for the assigned program.
  • Utilize established protocols to respond to inquiries via phone, chat, fax, SMS, mail, and email in a timely and courteous manner.
  • Engage professionally and compliantly with customers and relevant associates during inbound and outbound communications.
  • Oversee assigned cases throughout the patient journey, ensuring proper escalation, tracking, triage, and follow-up as necessary.
  • Adhere to established guidelines and work instructions for case processing.
  • Meet Service Level Agreements (SLAs), Key Performance Indicators (KPIs), and quality metrics.
  • Employ dual monitors and technology to facilitate Case Management tasks.
  • Document all interactions accurately to inform cross-functional partners of relevant status updates.
  • Respond promptly to tasks and notifications from Patient Support Center counterparts.
  • Propose innovative ideas to enhance customer service efficiency and effectiveness.
  • Identify and report adverse events through the designated company systems as per established processes.

Qualifications:

  • Education: High School Diploma required.
  • Travel Requirements: Must reside within a specified distance from the designated locations.
  • Work Environment: Ability to work from home with a dedicated quiet space and reliable internet access.
  • Work Schedule: Standard 9-hour shifts with designated breaks.

Experience:

  • Required: Approximately 6 months of experience in a Contact Center environment, preferably in Healthcare or Pharmaceuticals.
  • Strong interpersonal and verbal communication skills, with the ability to convey warmth and compassion.
  • Excellent written communication skills for clear documentation of customer interactions.
  • Ability to multitask and manage competing priorities effectively.
  • Proficiency in computer applications, including email and data entry systems.
  • Preferred: One year of experience in a Customer Contact Center within the Pharmaceuticals sector.
  • Experience in case management or patient support programs is a plus.
Company Overview

A reputable organization dedicated to innovative and impactful work in the industry.

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