Customer Service Rep

Description:

When you join the team as the Patient Services Associate, youll have the opportunity to make a difference in the lives of our patients each day as they look to you as part of their dedicated support team for helping them navigate the tricky process to getting access to their complex medication. Youll compassionately deliver an exceptional experience to many patients per day always remembering that every prescription or document belongs to a real person who is looking for thorough and efficient management of their records. Youll adjust your approach to their needs by communicating clearly, focusing on the accuracy of the details of their medical records and your mastery of the program requirements, and ensuring their prescriptions or cases are handled timely.

A typical day in this role will include ownership of your patients cases from initiation to closure to include; benefit investigations, prior authorizations / denial appeals, determining financial qualifications for assistance programs and assisting patients or other callers/stakeholders through resolution (via email, inbound/outbound calls and using our patented technology) by using your critical thinking skills and your knowledge of the program and industry rules and standards. This role requires a high level of ownership, attention to detail and patient focus and will put your problem-solving skills to the test!

RELATIONSHIP MANAGEMENT:

– Builds trusted relationships with patients, prescribers, client stakeholders through proactive communication, timely and accurate execution of deliverables and demonstrated relentless passion for helping patients

– Managing all relationships in a manner that adheres to all relevant laws, regulations, program-specific operating procedures and industry standards related to access and affordability, including HIPAA and insurance guidelines.

INBOUND CALL MANAGEMENT:

– Manages inbound calls as directed by the program-approved FAQs (can be up to 50 calls per day during peak season)

– Triage patients to internal or external resources as appropriate

– Answer and assist inbound callers through resolution utilizing answers to frequently asked questions or by warm transferring callers to appropriate individuals

– Review and identify information that is missing and/or incorrect within program service requests/program applications

– Reporting of adverse events/product complaint inquiries received in accordance with SOP and good manufacturer practices.

Additional Skills & Qualifications:

– Service minded individuals – focus on recognizing and meeting the needs of others (especially patients and care partners)

– Trouble-shooting and problem solving individuals

– Tough conversations – able to be a patient advocate for patients with high prescription costs

– Ability to handle personal health information with confidentiality

– Commitment to honesty and integrity

– Professionalism and a strong sense of proper business and customer service etiquette

– Clear verbal and written communication skills

– Accountability for results

– Ability to plan and prioritize tasks with close attention to detail

– Positive Attitude

BENEFITS:

– Toll Reimbursement Program (valued at $678.60/annually)

– Company paid Short-term Disability (STD)

– Increased competitive 401(k) company match up to 4%

– Affordable Medical, Dental, and Vision benefits

– Wellness discounts of up to $260 per year for participation in wellness program

– Annual HSA employer contribution

– Company paid and voluntary Life Insurance options

– Voluntary Life, AD&D and Long-Term Disability Insurances

– Paid Parental Leave of Absence

– Wellness and Employee Assistance Programs

– PTO benefits, flex days and paid holidays

– Employee Referral Program

– Ambassador Program

– Tuition reimbursement program up to $5,000 per year

About TEKsystems:

Were partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. Thats the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.