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Patient Advocate

2 months ago

Louisville Kentucky, United States Knipper HEALTH Full time
Job Summary

We are seeking a highly skilled Patient Advocate to join our team at Knipper HEALTH. As a Patient Advocate, you will play a critical role in supporting patients in accessing coverage for their prescribed medications.

Key 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 any 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 patient/authorized representative on eligibility based on PAP criteria and healthcare providers to manage expectations
  • Contact patient/authorized representative to determine supplementary information needed to enroll into the manufacturer's PAP program
  • Prioritize workload to ensure patients' enrollments are processed within specified timeframe
  • Explain the PAP program and services to patients, authorized representatives, healthcare providers, and physician's office staff
  • Respond to program inquiries from patients, authorized representatives, healthcare providers, patient advocates, and caregivers
  • Report adverse events/product complaint inquiries received in accordance with standard operating procedures and current good manufacturer 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 (2) years of work experience in a customer service or customer-focused role
  • One (1) year of work experience in a call center environment
  • Experience with insurance and benefit investigations; knowledge of U.S. Private and Government payers
  • Must have proven ability to provide consistently high-quality service
Preferred Qualifications
  • Associate Degree or technical school training in a related field
  • Two (2) 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
  • Bi-lingual, 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)