The Associate, Customer Care Center, under the direction of the supervisor, is responsible for providing patient health care services enabling access to care for prescription medications. This individual will be interacting directly with patients, physicians, and/or pharmacies related to providing access to care on behalf of our client's copay assistance programs. This individual is part of a highly concierge 'white glove' service team that will manage the patient experience from start to finish by providing program information, eligibility, reimbursement support, and general assurances and ease of use in supporting our client's copay assistance programs. This position requires someone with extreme customer empathy soft skills, experienced in patient care / health care case management engagement.
Providing high touch 'white glove' health care case management services to our patients on behalf of our clients' copay assistance programs. Responds to inbound phone calls and claims (as well as outbound calls) to/from patients, physicians, and pharmacies, services their access to care and reimbursement needs and responds. Extreme focus on patient empathy and the consumer experience with the goal to assure our patients on ease of use of program goals and ultimately driving access to care and medication adherence.
Refers requests for escalation as needed and engages other internal areas such as Program Management, IT and other Contact Center teams to resolve issues.
Provides input and feedback to Quality Management and Training as subject matter experts to improve processes, procedures and training.
Performs other duties as required.
Knowledge, Skills & Experience:
Strong experience in a health care case management or patient experience setting. Health care or pharmaceutical experience is required.
Strong oral and written communication skills. Fluent in English/Spanish (a plus). Strong organizational skills. Responsible and driven to drive world class customer service and patient outcomes. Must have an extreme sense of patient/customer empathy. Strong problem-solving skills and ability to manage effectively through ambiguity and complex situations - Self Lead.
3 years in a health care / case management setting with experience in high volume call centers. Experience in pharmacy benefits and health care insurances a major plus. Medical billing background a plus.
Demonstrated action orientation and results.
Based out of Fairfield, NJ contact center.
Flexibility to support the needs of the business (including evening shift, etc.) as needed.
Equal Opportunity Employer: This employer (hereafter the Company) is an equal opportunity employer and does not discriminate in recruitment, hiring, training, promotion, or other employment policies on the basis of age, race, sex, color, religion, national origin, disability, veteran status, genetic information, or any other basis that is prohibited by federal, state, or local law. No question in this application is intended to secure information to be used for such discrimination. In addition, the Company makes reasonable accommodation to the needs of disabled applicants and employees, so long as this does not create an undue hardship on the Company or threaten the health or safety of others at work. This application will be given every consideration, but its receipt does not imply that the applicant will be employed.
At ConnectiveRx we take the pain out of the prescription process. We don’t treat patients and we don’t make the medications that do. We use both innovation and human empathy to cut through mountains of red tape and create access to specialty medications for patients who have chronic disease—taking a process that can be expensive and difficult and making it as painless as possible. As one single partner, we connect patients with prescribed medications through hub services, affordability, awareness, and adherence solutions. The result? Happier patients who have a stronger connection to their medication brand. We've done this for hundreds of pharma companies and more than 530 drug brands. Let us facilitate great patient-to-drug experiences that make you shine. Learn more at connectiverx.com.