JOB SUMMARY:

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:

• Provides primary support and resolution for escalated issues and challenging cases.
• Connects patients with pharmacists for counseling and clinical inquiries as required.
• Escalates calls to clinicians, insurance verification teams, specialized teams and support teams as required.
• Assists with new hire nesting and departmental training.
• Performs quality monitoring and audits.
• Closely monitor call queues and agent status.
• Assists with Work in Progress (WIP) and workflow coordination.
• Reviews reports and complete any required actions or activities.
• May have responsibility for monitoring the health of assigned workflow areas in order to make recommendations for action, provide follow up on previous action plans to gauge effectiveness and integrate lessons into future approach recommendations (for example WIP analysis).
• May apply business knowledge to existing data products or reports to understand apparent cause of anomalies and recommendations for process or system enhancements (for example WIP outlier investigations).
• May provide support in remediating issues found in area of expertise, documenting findings and sharing results of executed action plans (for example WIP Analysis FAQs).
• Other responsibilities as judgment or necessity dictate.

BASIC QUALIFICATIONS

• High School diploma or equivalent GED
• 1 year of work experience
• Experience providing customer service to internal and external customers, including meeting quality standards for services, and evaluation of customer satisfaction.
• Good verbal and written communication and interpersonal skills with the ability to communicate in a diplomatic and confidential manner.
• Basic knowledge of and skills using MS Windows, MS Office Suite and/or other similar operating/software programs

PREFERRED QUALIFICATIONS

• Call Center or Customer service experience 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.
• Proficient computer skills with ability to learn proprietary company software
• Experience with Microsoft Office Suite
• Ability to understand and follow instructions, work independently and efficiently.
• Experience working with multiple systems with flexibility and the ability to multitask.
  We will consider employment of qualified applicants with arrest and conviction records.
  Salary Range: $16.5 - $22 / Hourl

• Provides primary support and resolution for escalated issues and challenging cases.
• Connects patients with pharmacists for counseling and clinical inquiries as required.
• Escalates calls to clinicians, insurance verification teams, specialized teams and support teams as required.
• Assists with new hire nesting and departmental training.
• Performs quality monitoring and audits.
• Closely monitor call queues and agent status.
• Assists with Work in Progress (WIP) and workflow coordination.
• Reviews reports and complete any required actions or activities.
• May have responsibility for monitoring the health of assigned workflow areas in order to make recommendations for action, provide follow up on previous action plans to gauge effectiveness and integrate lessons into future approach recommendations (for example WIP analysis).
• May apply business knowledge to existing data products or reports to understand apparent cause of anomalies and recommendations for process or system enhancements (for example WIP outlier investigations).
• May provide support in remediating issues found in area of expertise, documenting findings and sharing results of executed action plans (for example WIP Analysis FAQs).
• Other responsibilities as judgment or necessity dictate