Experience Inc. Jobs

Full-time, Monday - Friday

On-Site : Robinson Twp

ConnectiveRx is a leading, technology-enabled healthcare services company. We work strategically with hundreds of biopharmaceutical manufacturers to help commercialize and maximize the benefits of specialty and branded medications. Our mission is to simplify how patients get on and stay on therapy. We fulfill our mission by providing our customers with innovative services such as patient and provider messaging, the design and operation of copay, vouchers and patient affordability programs, and hub services, all of which accelerate speed-to-therapy and help improve outcomes for manufacturers, healthcare providers and patients.

ConnectiveRx was formed in 2015 by bringing together the industry-leading business of PSKW, PDR/LDM, Careform (2017) and The Macaluso Group (2018) to advance our technology-driven expertise in providing state-of-the-art commercialization solutions. To learn more about our company, visit ConnectiveRx.com

Job Description

We are seeking candidates for our Patient Support Specialist opportunities in our new Robinson Township facility. The primary purpose of this position is to engage in and maintain regular communication with physicians, medical office staff, outside sales representatives and internal medical staff, for the purpose of supporting, documenting and coordinating patient hub services. This communication will routinely be in the form of inbound phone calls, issue ticket management, and live chat. Team members will work interactively with patients and their healthcare providers to complete enrollment activities, coordinate distribution of specialty pharmaceuticals, answer basic clinical and program inquiries, and help coordinate access to therapies through the patient's healthcare provider. Patient Support Specialist typically work in a support capacity to benefit verification representatives, senior benefit verification representatives, and management as a first line of contact for all inbound calls, live chats, and issue tickets.

What you will do:

• Speaks with medical office staff by phone and chat software to answer basic clinical and program inquiries. 
• Answers appropriate technical questions and/or triage calls to assigned concierge or case manager. 
• Adheres to program-approved talking points and/or scripting for all inbound call interactions 
• Performs data entry tasks in multiple systems 
• Coordinates access to appropriate support services, including reimbursement counseling, Patient Access and Copay Assistance programs, and general support. 
• Follows up via phone, mail, and/or fax for missing enrollment information and documents interactions accordingly in the ticket management system. 
• Works on problems of limited scope. Follows standard operating procedures in analyzing data from which answers can be readily obtained. Builds stable working relationships internally. 
• Typically receives general instructions on routine work and detailed instructions on new projects or assignments. 
• Performs related duties as assigned. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential function(s).

Requirements:

• High school diploma or equivalent required
• Bachelor's degree or equivalent experience in business, hospital administration, marketing, or related field preferred. 
• Minimum of 1 year experience in customer service, insurance verification, or related area required. 
• Health care environment with third-party benefits verification experience. 
• Prior phone customer service experience with essential skills in navigating a software system to document conversations and outcomes, as well as managing follow-up actions, highly desired. 
• Ability to read and interpret training manuals, safety rules, opera ing and maintenance instructions, and procedure manuals. 
• Ability to write routine reports and correspondence using computer applications. Excellent verbal skills and knowledge of medical terms. 
• Must be comfortable with conflict resolution over the phone and maintain a professional phone demeanor at all times. 
• Ability to work efficiently in Microsoft Office, including creating Excel spreadsheets; and taking notes via computer keyboard during telephone conversations. 
• Ability to interpret instructions furnished in written, oral, diagram, or schedule form. 

• Must be able to reason and react quickly and in the least disruptive manner possible to the office or physician.

   

Working Conditions:

While performing the duties of this job, the employee must be able to Perform primarily sedentary work with occasional lifting up to 20 pounds, exerting up to 10 pounds of force occasionally, and a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects. Most of the work day is in a call center environment with heavy phone contact/communications. See, hear, talk, and perform tasks requiring visual acuity, manual dexterity, grasping, and other similar tasks requiring physical activity and repetitive motions. Operate standard office and computer equipment, and spend a majority of work day communicating via phone and data entry.

Equal Opportunity Employer:  This employer (hereafter the Company) is an equal opportunity employer and does not discriminate in recruitment, hiring, training, promotion, or other employment policies on the basis of age, race, sex, color, religion, national origin, disability, veteran status, genetic information, or any other basis that is prohibited by federal, state, or local law. No question in this application is intended to secure information to be used for such discrimination. In addition, the Company makes reasonable accommodations to the needs of disabled applicants and employees, so long as this does not create an undue hardship on the Company or threaten the health or safety of others at work. This application will be given every consideration, but its receipt does not imply that the applicant will be employed.