Patient Advocate

6 days ago

Louisville, Kentucky, United States Knipper Health Full time

The Patient Advocate role at Knipper Health is a vital position that supports patients in accessing coverage for their prescribed medications. As a key member of our team, you will be responsible for providing inbound and outbound telephone support, as well as administrative functions to ensure seamless enrollment processes.

Responsibilities:

  • Review and process patients' enrollment forms to the Patient Assistance Program (PAP).
  • Assist patients on the phone with PAP program enrollment by verifying pre-screening and qualifying tasks.
  • Notify patients and healthcare providers of approvals, denials, and next steps needed to continue the enrollment process.
  • Schedule treatments to be sent to the patient or patient's healthcare provider.
  • Support inbound and outbound phone lines for the PAP program.
  • Communicate daily with patients and healthcare providers to manage expectations.
  • Contact patients to determine supplementary information needed to enroll into the manufacturer's PAP program.
  • Prioritize workload to ensure patients' enrollments are processed within a specified timeframe.
  • Explain the PAP program and services to patients, healthcare providers, and staff.
  • Respond to program inquiries from patients, healthcare providers, and staff.
  • Report adverse events/product complaint inquiries received in accordance with standard operating procedures and current good manufacturing practices.
  • Execute day-to-day operations specific to the assigned program(s).
  • Maintain patient confidentiality at all times.

Requirements:

  • High school diploma or equivalent.
  • Two years of work experience in a customer service or customer-focused role.
  • One year of work experience in a call center environment.
  • Experience with insurance and benefit investigations; knowledge of U.S. Private and Government payers.
  • Proven ability to provide consistently high-quality service.

Preferred Requirements:

  • Associate Degree or technical school training in a related field.
  • Two years 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.
  • Bilingual, 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 including 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 Requirements:

  • Location of job activities 100% inside.
  • Extensive manual dexterity (keyboarding, mouse, phone).
  • Constant use of the 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.

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