Patient Advocate
4 weeks ago
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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