Customer Support - Data Entry
Description: POSITION SUMMARY: Under the general supervision of the operational program leadership, The Customer Support Coordinator (CSC) / Intake Coordinator (IC) maybe a hybrid role between Customer Support and Data Entry functionalities based on the needs of the business. Handle incoming customer service inquiries from patients, prescribers, insurance companies, external partners, or internal partners. Research and resolve problems in a timely manner. Assist the callers by helping them understand the need for additional information to complete the benefits investigation process, or transfer of the case to the pharmacy partner. Create and/or edit a patients record in the database system by entering demographics, insurance information, and prescription from incoming referrals. May initiate outbound telephone calls to patients for various reasons such as to collect additional information to complete a benefit investigation, or to explain the outcome of the benefit... investigation conducted by the Reimbursement Specialist. May make outreach to a prescriber via phone, facsimile, or mail to request additional information needed for the completion of a benefit investigation, provide the benefit outcome, or inform them in the event that the patient is not being responsive to telephone calls or mailed letters. Attach incoming facsimile images to a new or existing patient record. May identify and escalate concerns received from patients, prescribers, partners, or insurance companies. Generate letters and brochures for patients, prescribers, or partners. May document the outcome of all interactions associated with the patient record into the database system. Adhere to the quality, production, and turnaround standards associated with the assigned program. Requirements: High school diploma or equivalent One or more years of experience in a highly skilled and fast paced call center environment. Call center experience in Specialty Pharmacy, Pharmacy Benefit Management (PBM), Commercial Insurance, or Patient Assistance Programs preferred, but not required. Knowledge of medical terminology preferred, but not required. Detail oriented, good analytical skills, verbal and written communication skills, with demonstrated ability to communicate with others at all levels Ability to multi-task, independently prioritize and able to meet deadlines in a high call volume environment. Excellent interpersonal and customer service skills with a focus on customer satisfaction. Ability and initiative to work independently or as a team member. Ability to problem solve. Committed to high standards and accountability. Ability to type at least 35 words per minute Ability to adapt to a dynamic work environment Ability to learn quickly General computer knowledge including proficiency in Microsoft Office applications required
Benefits
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