Patient Support Service Representative

Knipperhealth Team Opportunity

Your passion, actions, and focus is our strength. Become one of our contributors. Join the KnipperHEALTH team!

The patient support representative supports patients and healthcare providers through inbound and outbound telephone support, as well as administrative functions.

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 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.

The above duties are meant to be representative of the position and not all-inclusive.

Qualifications

Minimum Job Requirements :

Preferred Education and Experience :

Knowledge, Skills & Abilities :

Physical Demands :

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.