Bilingual Account Care Educator - Merck

JOB TITLE:               Bilingual Account Care Educator (ACE) 

DEPARTMENT:         Patient Solutions

REPORTS TO:          Program Supervisor

EFFECTIVE DATE:   01/03/2024 

REVIEWED DATE:   05/25/2025

DUTIES AND RESPONSIBILITIES:

• Respond to both English and Spanish inquires
• Single point of contact for questions and inquiries from the prescriber, patient, and field agent by territory.
• Identifies applicable programs and facilitates next steps.
• Holistically communicates statuses of all patient support activities.
• Liaison with other program specific Assist resources to secure outcomes for active patients.
• Accepts inbound calls for assigned territory or overflow of other territories and provides one call resolution support.
• Ensures protection is insured.
• Performs other related duties as assigned by management.

QUALIFICATIONS:

• College degree is preferred or high school diploma or equivalent combination of education and experience.
  • Other skills required: 
    • Previous work experience in Medical Reimbursement or Customer Service.
    • Spanish required (verbal and written)
    • Submitting billing data to appropriate insurance providers
    • Processing claims and resolving denial instances
    • Achieving maximum reimbursement for services provided
    • Completing Medicare and Commercial insurance claim submission.
    • Documenting and reporting payment information.
    • Professional level skills in computer use, including but not limited to Microsoft Office, email, web-based applications, and keyboard skills.
    • Demonstrated strong written and verbal communication skills with providers, patients and insurance companies.
    • Interpersonal skills to facilitate work with a wide range of individuals and groups from culturally diverse publics.
    • Problem solving skills.

COMPETENCIES:

• Attendance/Punctuality - Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time.
• Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
• Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals; Completes tasks on time or notifies appropriate person with an alternate plan.
• Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
• Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.
• Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.
• Diversity - Demonstrates knowledge of EEO policy; Shows respect and sensitivity for cultural differences; Educates others on the value of diversity; Promotes a harassment-free environment; Builds a diverse workforce.
• Ethics - Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values.

  
  

PHYSICAL DEMANDS AND WORK ENVIRONMENT:

• Occasionally required to stand, walk and sit.
• Continually required to utilize hand and finger dexterity.
• Continually required to talk or hear.
• While performing the duties of this job, the noise level in the work environment is usually moderate and standard office lighting
• Specific vision abilities required by this job include depth perception, close vision, color vision and the ability to adjust focus. Visual acuity to see and read fine prints. 
• This job operates in a professional office environment that is climate-controlled and smoke-free.

The above is intended to describe the general content of and requirements for the performance of this job.  It is not to be construed as an exhaustive statement of duties, responsibilities, or physical requirements.  Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.