Role: Care Coordinator / Pharmacy Service Representative
Location of Assignment (address): Remote in Central Time
Total Weekly Hours: 40 hours per week, Monday through Friday, 8-hour shift between 7am-7pm Central Time
Contract Length: 3 months, potential for extension or conversion dependent on business need and performance
Pay Rate: $20 per hour

Delivering an exclusive model that fully integrates direct drug distribution to site-of-care with non-commercial pharmacy services, patient access support, and financial programs, our client helps specialty pharmaceutical manufacturers have a greater connection to the customer experience and better control of product success. Personalized service and creative solutions executed through a flexible technology platform means providers are more confident in prescribing drugs, patients can more quickly obtain and complete therapy, and manufacturers can directly access more actionable insight than ever before.

New Hire Training will take place from 8am-5pm Central Time, mandatory attendance is required. Training typically lasts for the first 4-6 weeks of the assignment. Candidates should expect to be on video via Zoom/Microsoft Teams throughout all training days.

Duties & Responsibilities:

• Create and complete accurate referrals and applications and keep updated on policy or procedural changes
• Resolve patient's questions and concerns regarding status of their request for assistance
• Enter detailed information into company proprietary software while conversing via telephone
• Place outbound phone calls for patient follow-ups or confirmations
• Maintain quality while providing an empathetic and supportive experience to the patient by controlling the patient conversation and educating the caller
• Interact with the patient referral sources to process new applicants
• Steward patient accounts from initial contact through final approval/denial
• Applies acquired job skills and company policies and procedures to complete assigned tasks
• Works on routine assignments that require basic problem resolution
• Refers to policies and past practices for guidance
• Receives general direction on standard work; receives detailed instruction on new assignments
• Consults with Supervisor or senior peers on complex and unusual problems

Education & Experience:

• Minimum of HS diploma or GED; additional education preferred
• Previous healthcare experience with insurance or in pharmaceutical industry, preferred
• 2-4 years related customer facing experience and/or training desired or equivalent combination of education and experience
• Previous experience or knowledge of practices and procedures commonly used in a call center or customer service environment highly preferred
• Knowledgeable of insurance billing methods and general pharmacy operations a plus

Skills:

• Ability to transcribe (type) accurate notes while speaking to customer
• Strong Microsoft Products experience required
• Ability to navigate video conferencing tools such as Microsoft Teams and Zoom, strong video conferencing experience
• Strong communication skills, both written and verbal
• Strong attention-to-detail and quality documentation
• Exceptional, professional verbal communication skills with friendly, empathetic, and patient centric focus
• Independent worker and self-starter with solid time management skills and ability to work with high volume production teams
• Continuous learner with a desire to move into a senior level role
• Solid work-ethic and driven to achieve daily/weekly metrics
• Strict adherence to company attendance policies

Remote Details:
You will work remotely, full-time. It will require a dedicated, quiet, private, distraction free environment with access to high-speed internet. We will provide you with the computer, technology, and equipment needed to successfully perform your job. You will be responsible for providing high-speed internet. Internet requirements include the following:
Maintain a secure, high-speed, broadband internet connection (DSL, Cable, or Fiber) at the remote location - Dial-up, satellite, WIFI, Cellular connections are NOT acceptable

• Download speed of 15Mbps (megabyte per second)
• Upload speed of 5Mbps (megabyte per second)
• Ping Rate Maximum of 30ms (milliseconds)
• Hardwired to the router
• Surge protector with Network Line Protection for issued equipment

Upon acceptance of offer, candidates will be required to submit to a 7-year background check and will undergo a urine panel drug screening. Candidates must also verify 2 employers within the last 5 years and verify their highest level of education. Accepted documents for verification are transcripts, diplomas, pay stubs, W2's, or verification from the school or employer directly.