Job Title : Patient Support Specialist
Duration : 2 months, possibility of extension
Shift Time: 9:30 AM – 6:00 PM
Location : Pittsburg, PA 15275
Job Description:
Duties

• Under the supervisor’s direction, the Patient Support Specialist is responsible for providing patient health care services, enabling access to care for prescription medications.
• Interact directly with patients, physicians, and/or pharmacies to provide access to care on behalf of the client’s copay assistance programs.
• Be part of a highly concierge “white glove” service team that manages the patient experience from start to finish by providing program information, eligibility, reimbursement support, and general assurance and ease of use in supporting the client’s copay assistance programs.
• Provide patient care and health care case management support with a high level of customer empathy and strong soft skills.

What You Will Do

• Respond to inbound phone calls and claims, as well as outbound calls, to and from patients, physicians, and pharmacies regarding access to care and reimbursement needs.
• Focus on patient empathy and the consumer experience to ensure ease of use of program goals and ultimately drive access to care and medication adherence.
• Based on volume, process claims and/or answer phones.
• Refer requests for escalation as needed and engage other internal teams such as Program Management, IT, and other Patient Support teams to resolve issues.
• Perform other assignments as needed.

Skills
What We Need From You

• High School Diploma or GED required.
• 1+ years of healthcare or case management experience in a high-volume contact center or similar environment preferred.
• Experience working in pharmacy benefits, health care insurance, and/or medical billing (preferred).
• Call center operating metrics and performance management experience (a plus).
• Knowledge of pharmacy benefits, health care insurance, and/or medical billing (a plus).
• Will be trained to support programs, clients, and/or job functions as appropriate.
• Experience with third-party systems (SelectRx, Pro-Care, FSV) (a plus).
• Experience with call center software (Five9, In-Contact, or similar) (a plus).
• Fluent in English/Spanish (a plus).
• Strong communication skills with the ability to convey information in easy-to-understand language.
• Actively listens and uses effective written communication with correct spelling, grammar, and punctuation.
• Customer-focused with a high level of empathy and emotional intelligence.
• Adaptable and able to efficiently navigate a variety of situations.

Education

• High School Diploma or GED required.
• 1+ years of healthcare or case management experience in a high-volume contact center or similar environment preferred.

Minimum Degree Required

• Completed High School (Diploma or GED)