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Pharmaceutical Patient Support Specialist

2 months ago

Louisville, Kentucky, United States Virtual Employee Services (F) Full time
Job Overview

Position Summary

The Pharmaceutical Patient Support Specialist plays a crucial role in facilitating the enrollment process and assisting patients in obtaining coverage for their prescribed medications. This position involves both inbound and outbound communication as well as various administrative tasks.

Key Responsibilities:

  • Evaluate and process patient enrollment applications for the Patient Assistance Program (PAP).
  • Provide assistance to patients via phone regarding PAP enrollment, ensuring pre-screening and qualification tasks are completed.
  • Inform patients and healthcare providers about approvals, denials, and necessary next steps in the enrollment process.
  • Coordinate the scheduling of treatments to be delivered to patients or their healthcare providers.
  • Manage inbound and outbound communications for the PAP program.
  • Engage daily with patients or their representatives to discuss eligibility based on PAP criteria and manage expectations with healthcare providers.
  • Contact patients or their representatives to gather additional information required for enrollment in the manufacturer's PAP program.
  • Prioritize tasks to ensure timely processing of patient enrollments.
  • Explain the PAP program and its services to patients, authorized representatives, healthcare providers, and office staff.
  • Address inquiries from patients, representatives, healthcare providers, advocates, and caregivers regarding the program.
  • Document any adverse events or product complaints in accordance with established procedures and regulations.
  • Execute daily operations related to assigned programs.
  • Maintain confidentiality of patient information at all times.

Required Qualifications:

  • High school diploma or equivalent.
  • Two years of experience in a customer service or client-focused role.
  • One year of experience in a call center environment.
  • Familiarity with insurance and benefit investigations; knowledge of U.S. private and government payers.
  • Proven ability to deliver high-quality service consistently.

Preferred Qualifications:

  • Associate Degree or technical training in a relevant field.
  • Two years of experience in pharmacy, managed care, Medicaid, Medicare, pharmaceutical or biotech industries, insurance, or medical office settings.
  • Experience with HIPAA regulations and patient services.
  • Bilingual proficiency in English and Spanish.

Skills and Abilities:

  • Demonstrated empathy and compassion towards patients.
  • Exceptional verbal and written communication skills.
  • Strong organizational skills with attention to detail.
  • Able to manage multiple priorities effectively.
  • Adaptable and flexible in response to changing situations.
  • Ability to work independently and collaboratively within a team.
  • Competence in basic math principles.
  • Logical thinking skills for problem evaluation.
  • Ability to present information clearly and respond to stakeholder inquiries.
  • Skilled in interacting with diverse groups.
  • Strong listening skills with a high degree of empathy.
  • Proficient in Microsoft Word, Excel, and Outlook.
  • Ability to handle difficult situations with tact and diplomacy.
  • Passionate about engaging with individuals in a friendly manner.

Physical Requirements:

  • Work is conducted entirely indoors.
  • Frequent use of manual dexterity for typing, using a mouse, and handling a phone.
  • Constant communication via phone.
  • Exposure to noise and vibrations.
  • Ability to reach overhead, handle, and feel with hands and arms.
  • Prolonged periods of sitting.
  • Occasional stooping, kneeling, and crouching.
  • Occasional lifting and carrying of items up to 25 pounds.