Patient Support Services Representative
2 weeks ago
At EVERSANA, we take pride in being recognized as a Great Place to Work globally. Our mission is to foster a healthier world through our dedicated team of over 7,000 professionals who are committed to providing innovative commercialization services to the life sciences sector. We support more than 650 clients, ranging from pioneering biotech startups to established pharmaceutical firms. Our diverse products, services, and solutions facilitate the introduction of groundbreaking therapies to the market, ensuring support for the patients who rely on them. Each of our roles contributes uniquely to our mission, and together, we make a significant impact every day. Join us in our journey.
We celebrate diversity in backgrounds and experiences across our expanding organization. Enhancing patient lives globally is our top priority, and we seek individuals from all walks of life to help shape the future of healthcare and life sciences. Our people are the cornerstone of our inclusive culture, which reflects our core values. We are intentional and reflective about the team and culture we are cultivating. We seek team members who excel in their skills and who are genuinely invested in EVERSANA, our colleagues, clients, and most importantly, the patients we serve. We are EVERSANA.
Position Overview
ROLE SUMMARY:
The Patient Support Services Representative will deliver dedicated assistance to patients and healthcare providers regarding benefit coverage, payments, reimbursements, denials, and general inquiries through our patient services support center.
KEY RESPONSIBILITIES:
Our team members are dedicated to achieving outstanding business outcomes through collaborative efforts. Responsibilities include:
- Deliver personalized support via phone and online platforms.
- Conduct thorough investigations and respond to inquiries about insurance benefits, including coverage details and out-of-pocket expenses. Collaborate with patients and healthcare providers to resolve issues related to payments, reimbursements, payment denials, and appeals. Initiate outbound calls to gather additional information.
- Assist with prior authorization and medical necessity processes, including benefit verification and prior authorization support.
- Conduct comprehensive searches for alternative reimbursement resources, such as state and federal assistance programs, and provide enrollment assistance for eligible patients.
- Address inquiries from customers, sales representatives, and business partners, ensuring timely, courteous, and professional follow-up. Maintain a positive demeanor and a helpful approach towards customers and clients.
- Process orders, modify orders, track shipments, and document customer interactions to complete transactions, including maintaining necessary logs and records.
- Manage patient assistance applications in accordance with program guidelines.
- Undertake additional tasks and projects as assigned.
JOB EXPECTATIONS:
- Assist with benefit verifications and prior authorizations.
- Process orders, modify orders, and document customer interactions to complete transactions, including maintaining necessary logs and records.
- Serve as the primary contact for healthcare providers to obtain complete patient enrollment and insurance information.
- Learn, understand, and adhere to all company and client policies and procedures.
- Maintain a results-oriented approach in a professional, ethical, and responsible manner when interacting with customers, vendors, team members, and others.
- Demonstrate accountability and responsibility in work practices and expectations. Deliver on commitments.
- Foster a collaborative, team-oriented environment. Communicate effectively with clarity and transparency.
- Utilize innovative critical and creative thinking to assess and resolve work and customer-related issues.
- Seek assistance in resolving work challenges through collaboration and information sharing.
- Exhibit excellent attendance.
An individual in this role must be able to successfully fulfill the expectations outlined above.
Qualifications
MINIMUM REQUIREMENTS:
The qualifications listed below represent the experience, education, knowledge, skills, and/or abilities required for this position.
- High School Diploma with 4 years of experience or an Associate's Degree with 2 years of experience in a healthcare environment.
- Exceptional oral, written, and interpersonal communication skills.
- Ability to manage multiple tasks effectively.
- Positive attitude.
- Detail-oriented and accurate.
- Ability to work independently while also being a collaborative team player.
- Capacity to thrive in a fast-paced, metrics-driven environment while maintaining a patient-centered focus.
- Strong computer proficiency, including a working knowledge of Microsoft Word, Excel, and PowerPoint.
- Successful candidates must be capable of effectively working in a hybrid environment, both remotely and at an EVERSANA facility, adhering to a schedule determined by business needs.
- Experience in customer service and/or call center environments.
- Background in patient assistance, reimbursement, and/or pharmacy benefit management.
- Experience in medical billing and coding.
OUR CULTURAL VALUES:
Patient Focused - I prioritize the patient's best interests.
Client Satisfaction - I take ownership of every client interaction and its impact on outcomes.
Proactive - I am empowered and empower others to take immediate action.
Talent Development - I take charge of my growth and invest in the growth of others.
Collaborative Success - I connect passionately with anyone, anywhere, anytime to achieve results.
Effective Communication - I engage in transparent, thoughtful, and timely dialogue.
Diversity and Inclusion - I foster an environment of awareness and respect.
Continuous Innovation - I approach everything I do with boldness and creativity.
EVERSANA is dedicated to offering competitive compensation and benefits for all employees. The anticipated base hourly rate for this position is $20.00 and is not applicable to locations outside of the U.S. Compensation will be determined based on relevant experience, job-related qualifications/skills, and geographic location (to account for comparative cost of living). EVERSANA reserves the right to adjust this base hourly rate at any time.
Since its inception, Diversity, Equity & Inclusion have been fundamental to our success. We are an Equal Opportunity Employer, and our workforce consists of individuals with diverse strengths, experiences, and backgrounds who share a commitment to enhancing patient lives and driving innovation in the healthcare sector. Diversity encompasses not only race and gender identity but also age, disability status, veteran status, sexual orientation, religion, and many other aspects of identity. The diverse perspectives of our employees are vital to our success, and fostering inclusion is a collective responsibility.
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