Contact Center Patient Access Specialist

Lead and manage patient and health care provider support requests across a multi-channel contact center; maintain quality and productivity standards; follow scripts/guidelines; manage day-to-day activities in case management and support requests; act as subject matter expert for program-related inquiries; conduct quality monitoring; escalate issues to program leadership; ensure timely processing and resolution of cases; educate health care providers and patients on Patient Support programs and referral processes; perform in-depth research into medication coverage including benefit investigations, prior authorization, and appeals; adhere to HIPAA and patient privacy requirements; coordinate patient-case management to completion with effective interpersonal skills; contribute to program improvements and monthly metrics with a collaborative, compliant approach.