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    Patient Support Representative - Louisville, Kentucky, United States - Knipper HEALTH

    Knipper HEALTH
    Knipper HEALTH Louisville, Kentucky, United States

    1 week ago

    Default job background
    Permanent Healthcare
    Description

    Overview:


    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 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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