Job Description

A typical day for a Patient Advocate is utilizing systems/technology and coordinating efforts between patients, the patient doctor’s offices, and the drug manufacturers to acquire and maintain required documentation to facilitate obtaining the patient/member’s medication at no cost to the patient/member.

The Patient Advocate will spend approximately 40-70% of their time on phone calls coordinating with doctors and patients to facilitate processes and collaborating with team members to ensure timely and responsive customer service. The other portion of time will include working in multiple systems documenting task statuses, updating key information, pulling data and reports. It will also include administrative responsibilities to include completion of the required paperwork for processing orders.

Patient Advocates must have professional, personable, and caring communication skills, particularly over the phone. The ability to gain trust from the patients/members is a critical component of this role and is needed to obtain the sensitive and key information necessary to fulfill orders. The Patient Advocate must be self-driven and motivated with the ability to work under minimal supervision in a professional environment while meeting scheduled activities in a timely and efficient manner. Patient Advocate teams are highly collaborative, member focused and goal oriented.

Duties and Responsibilities:

• Follow communication scripts when managing a member’s communications.
• Build sustainable and trusting relationships with customers by going above and beyond providing amazing customer service.
• Adhere to established standards and guidelines with ability to help to recommend improved procedures.
• Inbound/outbound calls with customers to inform them of the company’s solutions and maintain accurate information.
• Help members understand the program by answering questions and explaining procedures and providing general information.
• Call doctors’ offices to obtain and maintain members’ current prescriptions.
• Document member activities, phone call results and communication in our systems/software.
• Complete required paperwork adhering to compliance standards.
• Maintaining patient confidentiality and compliance regulations such as HIPAA.

Required Skills and Qualifications:

• Excellent communication skills, both written and verbal.
• Substantial active listening skills.
• A patient and empathetic approach and attitude.
• Customer focus and highly adaptable to different personality types.
• Exceptional interpersonal and rapport building skills.
• Vigorous time management, organizational skills and attention to detail.
• Phone skills including the ability to incorporate appropriate phone etiquette.
• Creative solutions seeking.
• Comfortable working in fast paced environments.
• Adaptability and flexibility.
• Technically savvy, comfortable working with data input and reporting in multiple systems and learning new technology. Solid proficiency with Microsoft applications.
• Willingness and ability to learn about company’s products, services, and processes.
• Coachable with a willingness to learn and a desire to succeed.
• Process oriented, with a focus on continuous improvement.
• Self-Motivated.
• Strong data input skills.

Job Experience Preferences:

• Experience as a Pharmacy technician is strongly preferred.
• Experience in a highly customer service-oriented role.
• Experience in a Call Center or Customer Support environment.

Compensation is commensurate with experience.

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