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    Patient Advocate - Louisville, United States - Knipper Health

    Knipper Health
    Knipper Health Louisville, United States

    3 weeks ago

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    Description

    Overview :

    YOUR PASSION, ACTIONS & FOCUS is our Strength

    Become one of our Contributors

    Join the KnipperHEALTH Team

    KnipperHealth is a highly profitable, rapidly growing company that is competitively unique and nimble in service solutions. We offer incredibly competitive pay and benefits that start on your first day of employment.

    • Things you can expect within your first 90 days:
    • Zero time waiting for benefits
    • Welcoming team with a great culture
    • Classroom and on-the-job training
    • 30/60/90 check-ins with leadership team
    • Educational Assistance Opportunities
    • Toll allowance for hourly positions
    • Interested in starting a career in pharmacy with Knipper Health? Ask us about our company-sponsored Pharmacy Technician programs to become licensed in your state.

    POSITION SUMMARY:

    The Patient Support Representative supports patients and healthcare providers through inbound and outbound telephone support, as well as administrative functions.

    Responsibilities:

    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 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.

    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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