Call Center Representative (OutBound)

The Role:

As an Outbound Patient Specialist, you will support patients throughout their prescription journey by conducting outbound outreach, assisting with program enrollment, coordinating insurance and financial assistance processes, and helping patients complete prescription orders. This role focuses on delivering a positive patient experience while supporting pharmaceutical programs by ensuring accurate documentation, resolving issues, and collaborating with internal teams. The specialist follows established procedures, escalates complex issues when needed, and maintains strict compliance with privacy and security standards.

What you’ll do:

• Perform outbound patient outreach to support program enrollment, prescription onboarding, and completion of prescription orders
• Assist patients with benefits coordination, insurance verification, and financial assistance assessments
• Provide patient support for pharmaceutical programs and triage clinical questions to a pharmacist when required
• Place outbound calls to patients, healthcare providers, and insurers to resolve routine issues and gather necessary information
• Document all patient interactions, call details, and data discoveries in accordance with operating procedures
• Utilize appropriate escalation channels to address patient needs and resolve open issues in a timely manner
• Research required information using approved tools and available internal resources
• Maintain confidentiality of patient and proprietary information in compliance with HIPAA and company policies
• Perform all tasks in a safe and compliant manner consistent with corporate policies and State and Federal regulations
• Collaborate cross-functionally with management, pharmacy teams, compliance, and other internal partners to support patient care
• Develop working knowledge of assigned pharmaceutical programs to effectively guide patients through their journey
• Support a patient-first experience by identifying opportunities to improve processes and sharing feedback with leadership

Qualified Candidates:

• High school diploma or GED equivalent. An associate's or Bachelor's degree is a plus
• No prior customer service experience required; we’re looking for individuals with strong aptitude and a genuine interest in working in a customer-focused environment
• Sound technical skills, analytical ability, good judgment, and strong operational focus
• Fast learner with strong technical aptitude and the ability to learn complex new software quickly
• Strong verbal and written communication skills
• Comfortable working with ambiguity and shifting priorities
• Curious mindset with a desire to continuously improve
• Self-starter and go-getter who takes initiative and ownership
• A passion for providing top-notch patient care
• Ability to work with peers in a team effort and cross-functionally

Location/Hours:

• Full time position hourly, on-site 5 Penn Center Blvd, Robinson Township, Pittsburgh, PA
• Availability for Monday-Friday : 8:00 AM to 9:00 PM EST ( 8 hour shift )
• OR open for availability for 4 day 10 hour shifts from 11am-9 pm EST OR 10am-8pm EST
• Availability for rotating Saturday shifts 9 AM -5 PM EST
• Scheduling flexibility, as your schedule may change over time according to business needs

Benefits

• Medical, dental, and vision insurance plans that fit your needs
• 401(k) retirement plan
• Daily meal stipend for onsite marketplace
• Pre-tax transit benefits and free onsite parking
• Free shuttle service