Contact Center Patient Access Specialist

Inizio Engage

Patient 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.

Posted 6/17/2026full-timeRemote • 🇺🇸 United StatesJuniorMid-LevelWebsite

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)

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

healthcare reimbursementcase managementquality monitoringadverse 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