Patient Access Specialist (Inbound)
$47,840–$47,840 year
On-sitePlano, Texas, United States
Job Summary
Guide patient members through pharmacy benefits complexities by handling inbound calls, emails, and other channels to ensure timely enrollment in drug savings programs. Resolve inquiries and gather missing information to achieve one-call resolution for members, providers, and pharmacies while maintaining impeccable documentation and responsiveness. Coordinate with members, physicians, drug manufacturers, and pharmacies to facilitate enrollment, strictly adhering to PHI and HIPAA standards. Manage every interaction with compassion, meeting compliance requirements and service level expectations in a fast-paced environment. Maintain quality assurance standards and track multiple tasks to ensure optimal productivity.
Required Qualifications
- Candidates must be locally based.
- Requires 100% attendance during training period.
- High School diploma or GED or equivalent required.
- 2+ years of experience in healthcare call center environments handling inbound call is required.
- Proficiency in Windows, MS Office, G-Suite required.
- Exceptional verbal and written communication skills.
- Demonstrated professionalism, active listening, and empathetic conversational skills.
- Ability to multitask, prioritize effectively, and manage time efficiently.
- Ability to quickly identify issues, determine the best course of action, and resourcefully find solutions to complex problems.
- Ability to learn and adapt to new technologies and processes quickly.
- Critical thinking skills with the capability to navigate through ambiguity and adapt to change.
- Have a patient-centric mindset and a high sense of urgency to solve requests
- Work with sensitive information while upholding PHI and HIPAA standards.
Desired Qualifications
- Outbound call experience is preferred.
- Salesforce experience preferred.
- Knowledge and understanding of pharmacy benefits manager (PBM) systems and processes is preferred
- Knowledge of health insurance plans and medication reimbursement processes is preferred
- Understanding of drug savings programs and patient assistance programs is preferred
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