Customer Service Specialist

At Amber Specialty Pharmacy, our commitment to patient care is unmatched. Enjoy fulfillment in a career where you have the opportunity to make a positive impact on patients with complex and chronic conditions.

• Starting at $19.00/hour
• Full-Time;
  In-Office
• Hours:
  
  Rotating Shifts; M-F, 7:00 a.m.
  
  - 7:00 p.m.;
  Sat., 8:00 a.m.
  
  - 2:00 p.m.
• Six paid holidays
• Must pass post-offer, pre-employment drug background tests as allowed by state, federal, local ordinance, statutes and licensing/accreditation requirements.

Job Title: Patient Care Specialist

Department: Operations

FLSA: Non-Exempt

Responsible for the day-to-day customer service activities and support of specifically assigned clients and customers. Responsible for inbound and outbound patient phone calls, prescription refill reminder calls, documentation of patient interaction, facilitation of patient-to-pharmacist consultations, patient enrollment functions, and assisting with patient needs and requests. Provides excellent customer service in all interactions.

Reports to: Customer Care Center Manager

Direct Reports: None

• Explains all Company programs and services to patients and provider’s office staff, including what to expect with Company specialty services, contents of shipments, and patient rights.
• Acts as a liaison between Company, patients, insurance, Pharma, and provider’s offices via phone, fax, and email communications.
• Contacts patients to provide onboarding welcome calls, schedule new medication deliveries, confirm demographic and address information, and inform them of any copayment responsibilities.
• Enters data requirements into tracking software. Transfers call to clinical staff for clinical education/assessment activities.
• Places monthly refill reminder calls to patients; refers patients to the clinical pharmacist or nurse as needed.
• Communicates with patients as needed based on prescription refills and refers any medication or illness-related questions or concerns to a board-licensed healthcare professional, including but not limited to pharmacists, nurses, or supervised pharmacy interns.
• Notifies appropriate staff of relevant information gathered during calls to providers or patients that may affect a patient’s disease state, medication regimen or method of funding.
• Records and processes orders and/or inquiries received by mail, telephone and/or through direct patient contact.
• Provides timely response to patient inquiries by telephone and/or email in an inbound or outbound manner, consistent with service and quality standards.
• Maintains documentation of calls to and from patients, caregivers, insurance, providers, and Pharma.
• Creates patient activities as a reminder for the following tasks, including, but not limited to, follow-up calls, clinical assessments, referrals to Case Management, initiation of discharge, patient letter mailings, or other reminders as it relates to the patient’s care.
• Must maintain the established workflow within the patient care department and adhere to the company/department’s Policy and Procedure manual.
• Adheres to all company policies as indicated in the handbook and directives issued by management. Has reviewed Policy and Procedure manual.

• Proficient with MS Excel, Word, and Outlook
• Demonstrated ability to meet tight deadlines
• Must be detail oriented with a high degree of accuracy
• Ability to work with all levels of internal management and staff, as well as outside clients and vendors
• Working knowledge of Medicare, Medicaid, and Commercial Insurance related to pharmacy billing, prior authorizations, insurance verification, and medical terminology preferred
• Must be knowledgeable in Medicare, Medicaid, Commercial insurance, and renal programs and how they apply to transplant and specialty patients
• Knowledgeable in the process of insurance verification and online prescription adjudication

High School Diploma or equivalent

• Working knowledge of the healthcare industry
• HIPAA trained and /or the ability to work with and protect highly confidential patient and…