Contact Center Patient Access Specialist
Inizio Engage
full-time
Posted on:
Location Type: Remote
Location: United States
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About the role
- Maintain excellent quality and productivity standards for all client projects; adhere to project scripts and guidelines.
- Manage day to day activities of patient and health care provider support requests and deliverables across multiple communication channels in a Contact Center i.e. Phone, Fax, Chat, email, etc. approximately 50 percent of time
- Ensure all support requested is captured within the Case Management system
- Serve as subject matter expert for program team responding to questions in a timely manner
- Conduct quality call monitoring for program team as directed by program leadership
- Escalate issues identified by self or project team to appropriate program leadership
- Ensure timely processing and resolution of cases meeting productivity and quality requirements
- Escalate complex cases, when appropriate
- Coordinate all appropriate aspects of patient case management through to completion, using effective interpersonal skills to manage interactions
- Educate Health Care Providers and patients on available on Patient Support programs and referral process to ensure timely case processing
- Communicate effectively with payers, pharmacies, third party administrators and other departments
- Perform in-depth research into patient's medication coverage (may include benefit investigation/prior authorization/appeals and available support programs)
- Conduct Quality Monitoring
- Follow all requirements associated with compliance to program guidelines and relevant regulations, including HIPPA and patient privacy.
Requirements
- High School Diploma required
- Associates or Bachelor’s Degree preferred, or 1-2 years of healthcare/healthcare reimbursement experience.
- Working knowledge and experience with health insurance and Rx reimbursement
- Understands HIPAA and privacy laws and requirements and maintains patient confidentiality
- Experience with Adverse Event and Product Quality Complaint reporting preferred.
- Outstanding case management/customer service skills required.
- Excellent interpersonal skills.
- Active and effective listening skills and creative problem-solving skills.
- Excellent written and oral communication skills.
- Passionate about learning and able to share/communicate that passion to others.
- Ability to work cross-functionally and exhibit teamwork and collaboration.
- Attention to detail and ability to follow up are essential.
- Self-motivated, with a sense of urgency.
- Can manage competing priorities at once.
- Strong planning and organizational skills.
- Ability to adapt quickly to changing environment.
- Individuals must demonstrate the ability to interact successfully in a dynamic and culturally diverse workplace.
Benefits
- Competitive Compensation
- Excellent Benefits – accrued time off, medical, dental, vision, 401k, disability & life insurance, paid maternity and paternity leave benefits, employee discounts/promotions
- Employee discounts & exclusive promotions
- Recognition programs, contests, and company-wide awards
- Exceptional, collaborative culture
- Best Places to Work in BioPharma (2022, 2023, & 2024)
- Certified Great Place to Work (2022, 2023, 2025)
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
case managementhealthcare reimbursementadverse event reportingproduct quality complaint reportingbenefit investigationprior authorizationappeals
Soft Skills
customer serviceinterpersonal skillsactive listeningproblem-solvingwritten communicationoral communicationteamworkcollaborationattention to detailorganizational skills
Certifications
High School DiplomaAssociates DegreeBachelor’s Degree