Patient Support Representative
US
KnippeRx Careers
Req #: 5713
Type: Regular Hire Full-Time
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Overview: YOUR PASSION, ACTIONS & FOCUS is our Strength Become one of our Contributors Join the KnipperHEALTH Team! KnipperHealth is a highly profitable, rapidly growing company that is competitively unique and nimble in service solutions. We offer incredibly competitive pay and benefits that start on your first day of employment. * Things you can expect within your first 90 days: * Zero time waiting for benefits * Welcoming team with a great culture * Classroom and on-the-job training * 30/60/90 check-ins with leadership team * Educational Assistance Opportunities * Toll allowance for hourly positions * Interested in starting a career in pharmacy with Knipper Health? Ask us about our company-sponsored Pharmacy Technician programs to become licensed in your state. POSITION SUMMARY: The Patient Support Representative supports patients and healthcare providers through inbound and outbound telephone support, as well as administrative functions. Responsibilities: RESPONSIBILITIES: * Support inbound and outbound phone lines for the pharmacy * Answer calls, emails and/or other requests from patients and/or healthcare providers while meeting or exceeding service level goals * Able to balance priorities, working with team members, between inbound calls, responding to inbound email requests and making outbound calls to messages left on voicemail * Accurately and completely capture information and update systems appropriately * Be flexible, organized and able to comply with constantly changing program business rules * Investigate issues that cannot be resolved at the time of the initial call and follow through until issue resolution * Provide first call resolution where possible. Demonstrate the ability to triage or escalate calls when first call resolution cannot be performed to the patient's satisfaction. * Provide availability, tracking and shipping information for patient's medication as needed * Respond to program inquiries from patients, authorized representatives, healthcare providers, patient advocates and caregivers in a prompt, courteous and professional manner ensuring compliance with state and federal regulations. * Report adverse events/product complaint inquires received in accordance with standard operating procedures and current good manufacturer practices. * Execute day-to-day operations specific to the assigned program(s). * Maintain patient confidentiality at all times. The above duties are meant to be representative of the position and not all-inclusive. Qualifications: MINIMUM JOB REQUIREMENTS: * High school diploma or equivalent * Two (2) years of work experience in a customer service or customer focused role * Must have proven ability to provide consistently high-quality of service PREFERRED EDUCATION AND EXPERIENCE: * Associate Degree or technical school training in a related field * One (1) year of work experience in pharmacy, managed care, Medicaid and/or Medicare organizations, pharmaceutical and/or biotech manufacturer, insurance, medical office, or related field * Experience with HIPAA and patient services * Bi-lingual, English and Spanish KNOWLEDGE, SKILLS & ABILITIES: * Demonstrated empathy and compassion * Excellent verbal and written communication skills * Excellent organization skills and detail oriented * Balance multiple priorities to meet expected response deadlines * Adaptable, flexible and readily adjust to changing situations * Ability to work independently and as a member of a team * Ability to comprehend and apply basic math principles * Ability to apply logical thinking when evaluating practical problems * Ability to present information and respond to questions from stakeholders * Ability to interact with a diverse group * Ability to listen and demonstrate a high degree of empathy * Demonstrated computer skills includes Microsoft Word, Excel, and Outlook * Display tact and diplomacy in response to unfavorable or negative situations * Demonstrated sensitivity and understanding when speaking with patients * Demonstrated passion for speaking with people in an outgoing way PHYSICAL DEMANDS: * Location of job activities 100% inside * Extensive manual dexterity (keyboarding, mouse, phone) * Constant use of phone for communication * Noise and/or vibrations exposure * Frequently reach (overhead), handle, and feel with hands and arms * Sit for prolonged periods of time * Occasionally stoop, kneel, and crouch * Occasionally lift, carry, and move up to 25 pounds Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
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