Job Description

The Patient Care Advocate provides new and existing patients with the best possible patient experience in relation to their prescriptions, clinical services, billing inquiries, feedback and suggestions. As the first-line of contact to patients and stakeholders, the patient care advocate will set the tone for how our company and services are experienced.

Job Responsibilities

• Receives inbound calls and performs outbound calls to patients or physician's offices regarding orders for medications, pharmacy services and any other non-clinical inquiries.
• Adds or updates insurance and pharma information in patient's record, or collect insurance information and alert appropriate teams to update the patient's account.
• Creates patient activities as a reminder for the following tasks including but not limited to follow-up calls for patients, to initiate discharge of services, to contact a patient's doctor office, to mail a letter to a patient.
• Completes client and/or pharma-specific duties to satisfy the needs and expectations of customers.
• Works collaboratively on disease-focused teams to provide best-in-class customer service.
• Connects patients with pharmacists for counseling and clinical inquiries as required.
• Completes all additional special handling duties as assigned including but not limited to drug shipment notifications and Adverse Drug Event Reports.
• Escalates calls to clinicians, insurance verification teams, specialized teams as required.
• May work on special projects and/or programs, provide bi-lingual support and be cross-trained in other departments including but not limited to specialized, support, and new patient/enrollment teams as required.
• Provides expertise in specialized pharma programs and subject matter expertise with complex disease states and patient care.
• Coordinates all activities related to Risk Evaluation Mitigation Strategies (REMS) compliance.

Qualifications

• High School/GED
• Experience providing customer service to internal and external customers, including meeting quality standards for services, and evaluation of customer satisfaction
• Ability to communicate clearly and effectively (written and verbal). Good interpersonal skills with the ability to communicate in a diplomatic and confidential manner.
• Basic level PC skills, MS Windows, MS Office Suite and/or other similar operating/software programs (for example: start up and shut down computer, use mouse to point and click, start and close programs, switch between programs, save files, print documents and/or access information on-line).

Preferred Qualifications

• Experience providing customer service in a healthcare, specialty pharmacy, PBM, call center setting or other related industry including but not limited to adherence, quality, After Call Work (ACW), etc.
• Experience with Microsoft Office Suite (such as MS Word, MS Excel, etc.)
• Proficient computer skills with ability to learn proprietary company software; experience working with multiple systems.

Additional Information

All your information will be kept confidential according to EEO guidelines.