Job Title: Patient Support Specialist - Pgh

Under the supervisor's direction, The Patient Support Specialist is responsible for providing patient health care services, enabling access to care for prescription medications. This individual will be interacting directly with patients, physicians, and/or pharmacies related to providing access to care on behalf of our client’s copay assistance programs. This individual is part of a highly concierge ‘white glove’ service team that will manage the patient experience from start to finish by providing program information, eligibility, reimbursement support, and general assurances and ease of use in supporting our client’s copay assistance programs. This position requires someone with extreme customer empathy and soft skills, experienced in patient care health care case management engagement.

What you will do:

• Respond to inbound phone calls and claims (as well as outbound calls) to/from patients, physicians, and pharmacies, services their access to care, and reimbursement needs.
• Focus on patient empathy and the consumer experience to assure our patients of ease of use of program goals and ultimately drive access to care and medication adherence. Based on volume, they may also process claims and/or answer phones.
• Refers to requests for escalation as needed and engages other internal areas such as Program Management, IT, and other Patient Support teams to resolve issues.
• Performs other assignments as needed.

What we need from you:

• High School or GED required.
• 1 years in healthcare or case management experience in a high-volume contact center environment 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.
• Some experience with any Third-Party system (SelectRx, Pro-Care, FSV) (a plus).
• Experience with Call Center software (Five9, In-Contact, or similar) (a plus)
• Fluent in English/Spanish (a plus).
• Communication skills: ability to convey information in easy-to-understand language.
• Actively listens; Uses writing effectively to create documents; uses correct spelling, grammar, and punctuation.
• Customer Focus: high level of empathy and emotional intelligence; Focuses on the opportunity to service patients with a high level of empathy.
• Adaptability: Adapts to a variety of situations efficiently and effectively navigates situations.
• Will handle basic inbound calls
• Must have good phone etiquette and be capable of reading from a script
• Should have basic computer skills and experience

Hourly Pay Rate Range (dependent on location, experience, expectation): Pay Range: $15.00/hour -* $17.00/hour W-2. Benefits: Medical, Dental, Vision, 401K (provided minimum eligibility hours are met). Available Shifts: 8:00 AM - 4:30 PM (6 openings) 8:30 AM - 5:00 PM (6 openings) 9:00 AM - 5:30 PM (6 openings) 9:30 AM - 6:00 PM (5 openings) Contract Duration:* 4-weeks (03/04/2024 to 05/31/2024). Potential for extension and/or full-time opportunities for top performers. There will be a $100 sign-on bonus on your first paycheck and an additional $200 bonus upon completion of the assignment. Payments will only be paid if the contractor remains through project completion.

Required Skills:
PATIENT CARE - CASE MANAGEMENT - BILLING - MEDICAL BILLING - PHARMACY BENEFITS.

Additional Skills:
MEDICAL INVOICING - FINANCIAL PROJECT MANAGEMENT - METRICS - CLAIMS - OUTBOUND CALLS - ANSWER PHONES.

Job Types: Contract, Temporary

Salary: $15.00 - $18.70 per hour

Benefits:

• 401(k) matching
• Dental insurance
• Health insurance
• Vision insurance

Schedule:

• 8 hour shift

Experience:

• Call center: 2 years (Required)
• Customer service: 2 years (Required)
• Phone etiquette: 2 years (Required)
• Healthcare management: 2 years (Required)
• Computer skills: 1 year (Required)
• Case management: 1 year (Preferred)
• Medical billing: 2 years (Preferred)

Ability to Commute:

• Pittsburgh, PA 15275 (Required)

Work Location: In person