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Contact Center Patient Access Specialist
Inizio EngagePatient Access Specialist managing patient and healthcare provider support requests in a Contact Center environment. Handling communication across multiple channels while ensuring compliance and quality standards.
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
healthcare reimbursementcase managementquality monitoringadverse event reportingproduct quality complaint reportingbenefit investigationprior authorizationappeals
Soft Skills
customer serviceinterpersonal skillsactive listeningproblem-solvingwritten communicationoral communicationteamworkcollaborationattention to detailorganizational skills
Tools & Technologies
Case Management systemContact Center
Certifications & Qualifications
High School DiplomaAssociates DegreeBachelor’s Degree
Industry Keywords
HIPAApatient privacycomplianceprogram guidelineshealth insurance
About the role
Key responsibilities & impact- 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
- 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
What you’ll need- 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
- Maintains compliance with program business rules, standard operating procedures, and guidelines
- 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
Comp & perks- 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, & 2025)
- Certified Great Place to Work (2022, 2023, 2025, & 2026)