Customer Service Representative - Patient Services

Job Description

THE POSITION :

The Customer Service Representative, or Program Specialist II, will provide dedicated support to patients and doctors for activities related to benefit coverage, payments, reimbursements, denials and general inquiry phone calls through our patient services support center.

ESSENTIAL DUTIES AND RESPONSIBILITIES :

Our employees are tasked with delivering excellent business results through the efforts of their teams. These results are achieved by :

• Provide dedicated, personalized support delivered over the phone and via online portal.
• Complete investigations and answer questions regarding insurance benefits, including information about coverage and out-of-pocket costs.

Collaborate with patients and doctors to assist with issues related to payments, reimbursements, payment denials, and appeals.

Make outbound calls to customers for additional information.

• Assist with prior authorization and medical necessity processes, benefit verification and prior authorization assistance.
• Administer comprehensive searches for alternate reimbursement resources, such as state and federal assistance programs, and enrollment assistance for qualified patients.
• Respond to inquiries from customers, sales representatives and business partners, and follow up on requests in a timely, courteous and professional manner.

Maintain positive attitude and a helpful approach to customers and clients.

• Enter orders, change orders, track shipments, and enter customer notes to complete customer / consumer transactions. To include maintaining logs and records as required.
• Process patient assistance applications according to business rules of program.
• Other tasks and projects as assigned

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

EXPECTIONS OF THE JOB :

• Assist with benefit verifications and prior authorizations
• Enter orders, change orders, and enter customer notes to complete customer / consumer transactions. To include maintaining logs and records as required.
• Act as the primary point of contact for healthcare providers to obtain complete patient enrollment and insurance information
• Learn, understand and follow all company and client policies and procedures.
• Focus on results in a professional, ethical, and responsible manner when dealing with customers, vendors, team members, and others.
• Accept being accountable and responsible in work practices and expectations. Delivers what is promised.
• Foster a collaborative, team-oriented attitude. Communicates effectively with others with clarity and transparency.
• Use innovative critical and creative thinking to evaluate and solve work and customer issues.
• Seek assistance in solving work problems through collaboration and information seeking.
• Excellent attendance

The above list reflects the general details necessary to describe the expectations of the position and shall not be construed as the only expectations that may be assigned for the position.

An individual in this position must be able to successfully perform the expectations listed above.

Qualifications

MINIMUM KNOWLEDGE, SKILLS AND ABILITIES :

The requirements listed below are representative of the experience, education, knowledge, skill and / or abilities required.

• High School Diploma and 4 years’ experience or Associate’s Degree and 2 years’ experience in healthcare setting
• Excellent oral, written, and interpersonal communication skills.
• Ability to multi task.
• Positive attitude.
• Accurate and detail-orientated.
• Ability to work independently and function as a team player.
• Ability to work in a fast paced, metric driven environment, while remaining patient minded.
• Strong computer skills with a working knowledge of Microsoft Word, Excel, and PowerPoint.

PREFERRED QUALIFICATIONS :

• Customer service and / or call center experience
• Patient assistance, reimbursement and / or pharmacy benefit management experience
• Medical billing and coding experience

PHYSICAL / MENTAL DEMANDS AND WORKING ENVIRONMENT :

The physical and mental requirements along with the work environment characteristics described here are representative of those an individual encounters while performing the essential functions of this position.

Office : While performing the essential functions of this job the employee is frequently required to reach, grasp, stand and / or sit for long periods of time (up to 90% of the shift), walk, talk and hear;

occasionally required to lift and / or move up to 25 pounds. The noise level in the work environment is usually moderately quiet, with frequent interruptions and multiple demands.

Work Perks

Competitive Wages

Above market salary structures as part of our total rewards program

Retirement Resources

Generous employer matching retirement solutions

Health & Wellness

Leading health, dental and vision insurance products

Continuous Education

Employer-funded tuition reimbursement

Global Workplace Flexibility

Remote and hybrid work across the globe

Paid Time Off

Generous paid time off including company holidays

Training & Development

Company provided training and development, including LinkedIn Learning

Employee Assistant Programs

Offering financial, work-life balance, legal solutions and more to employees at no cost 24-7-365