The Patient Support Representative supports patients and healthcare providers through inbound and outbound telephone support, as well as administrative functions; 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 patients satisfaction
Provide availability, tracking and shipping information for patients 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; Sit for prolonged periods of time
Occasionally stoop, kneel, and crouch; Occasionally lift, carry, and move up to 25 pounds; 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; 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;
Excellent verbal and written communication skills.
Nesco Resource and affiliates (Lehigh G.I.T Inc, and Callos Resource, LLC) is an equal employment opportunity employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, or veteran status, or any other legally protected characteristics with respect to employment opportunities.