Patient Support Specialist

4 weeks ago


Pittsburgh, Pennsylvania, United States Integrated Resources, Inc ( IRI ) Full time

Job Summary:

We are seeking a highly skilled Patient Support Specialist to join our team at Integrated Resources, Inc. (IRI). As a Patient Support Specialist, you will play a critical role in providing patient healthcare services, enabling access to care for prescription medications.

Key Responsibilities:

  • Under the supervisor's direction, you will be responsible for interacting directly with patients, physicians, and/or pharmacies related to providing access to care on behalf of our client's copay assistance programs.
  • You will be part of a highly concierge 'white glove' service team that will manage the patient experience from start to finish by providing program information, eligibility, reimbursement support, and general assurances and ease of use in supporting our client's copay assistance programs.
  • You will respond to inbound phone calls and claims (as well as outbound calls) to/from patients, physicians, and pharmacies, services their access to care, and reimbursement needs.
  • You will focus on patient empathy and the consumer experience to assure our patients of ease of use of program goals and ultimately drive access to care and medication adherence.
  • You may also process claims and/or answer phones based on volume.
  • You will refer requests for escalation as needed and engage other internal areas such as Program Management, IT, and other Patient Support teams to resolve issues.
  • You will perform other assignments as needed.

Requirements:

  • High School or GED required
  • 1+ years in healthcare or case management experience in a high-volume contact center environment or similar environment preferred
  • Experience working in pharmacy benefits, health care insurance, and/or medical billing (preferred)
  • Call Center operating metrics and performance management experience (a plus)
  • Knowledge of pharmacy benefits, health care insurance, and/or medical billing (a plus)
  • You will be trained to support programs, clients, and/or job functions as appropriate
  • Some experience with any Third-Party system (SelectRx, Pro-Care, FSV) (a plus)
  • Experience with Call Center software (Five9, In-Contact, or similar) (a plus)
  • Fluent in English/Spanish (a plus).
  • Communication skills: ability to convey information in easy-to-understand language. Actively listens; Uses writing effectively to create documents; uses correct spelling, grammar, and punctuation
  • Customer Focus: high level of empathy and emotional intelligence; Focuses on the opportunity to service patients with a high level of empathy
  • Adaptability: Adapts to a variety of situations efficiently and effectively navigates situations


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