Role Description

This position will work assisting with the requirements of a manufacturer’s patient support programs related to education on the programs, patient outreach calls, patient financial support programs, patient adherence calls, and any other communication support needed to ensure a high level of customer service and satisfaction. This individual will work closely with other team members such as the program manager, program liaison, and other manufacturer supporting roles.

This individual should demonstrate a high level of customer service skills, sense of urgency, and accountability to successfully complete patient care interactions. Additional responsibilities may be added as necessary to this role based on changes in manufacturer requirements.

Essential Duties

• Regularly communicate with patients to assist with manufacturer’s patient support programs.
• Communicate educational information regarding patient support programs for patient understanding.
• Collaborate with other team members to drive a high degree of accountability and success with the patient journey experience in delivering patient support services for the drug product.
• Ensure follow-up communication to improve patient understanding for reminders on the importance of communicating with their health care provider regarding appointments and scheduling of their medication administration.
• Understand the requirements for patient eligibility for financial support programs and be able to educate patients with possible options for assistance if qualified.
• Understand when to escalate patient concerns or other urgent needs to team members such as the program manager, program liaison, and others in order to have quick resolution.

Qualifications

• 1-3 years in patient care services for drug products.
• 1-3 years of understanding, managing, and resolving customer service needs related to a drug product.
• Able to handle a volume of individual patients for support needs.
• Experience with Major Medical Insurance.
• Knowledge of pharmacy benefit.
• Knowledge of HCPCs codes.
• Perform benefit verifications through medical and pharmacy benefits.
• Able to multitask, provide follow-up, and prioritize work based on urgency.
• Excellent customer service skills for phone interactions.
• Able to understand manufacturer program requirements including HIPAA, patient eligibility, and business rules of patient financial assistance programs.
• Able to understand how patients can receive drug products through various channels.
• Bi-Lingual, Fluent in Spanish preferred but not required.
• Able to multitask effectively in a fast-paced environment.

Requirements

• The compensation for this position is $23.00 per hour.
• This position is remote; however, candidates located near our Elk Grove Village, IL or Columbus, OH offices are preferred.

Benefits

• Medical Coverage, Dental, and Vision Coverage.
• 401(k) with employer match.
• Accident and Critical Illness coverage.
• Company-paid life insurance options.
• Generous PTO, paid holidays, and floating holidays.
• Tuition reimbursement program.