Customer Service Representative(Outbound)

The Role: As an Outbound Patient Specialist, you will support patients throughout their prescription journey by conducting outbound outreach, assisting with program enrollment, coordinating insurance and financial assistance processes, and helping patients complete prescription orders. This role focuses on delivering a positive patient experience while supporting pharmaceutical programs by ensuring accurate documentation, resolving issues, and collaborating with internal teams. The specialist follows established procedures, escalates complex issues when needed, and maintains strict compliance with privacy and security standards.What you’ll do: Perform outbound patient outreach to support program enrollment, prescription onboarding, and completion of prescription ordersAssist patients with benefits coordination, insurance verification, and financial assistance assessmentsProvide patient support for pharmaceutical programs and triage clinical questions to a pharmacist when requiredPlace outbound calls to patients, healthcare providers, and insurers to resolve routine issues and gather necessary informationDocument all patient interactions, call details, and data discoveries in accordance with operating proceduresUtilize appropriate escalation channels to address patient needs and resolve open issues in a timely mannerResearch required information using approved tools and available internal resourcesMaintain confidentiality of patient and proprietary information in compliance with HIPAA and company policiesPerform all tasks in a safe and compliant manner consistent with corporate policies and State and Federal regulationsCollaborate cross-functionally with management, pharmacy teams, compliance, and other internal partners to support patient careDevelop working knowledge of assigned pharmaceutical programs to effectively guide patients through their journeySupport a patient-first experience by identifying opportunities to improve processes and sharing feedback with leadershipQualified Candidates:High school diploma or GED equivalent. An associate's or Bachelor's degree is a plusNo prior customer service experience required; we’re looking for individuals with strong aptitude and a genuine interest in working in a customer-focused environmentSound technical skills, analytical ability, good judgment, and strong operational focusFast learner with strong technical aptitude and the ability to learn complex new software quicklyStrong verbal and written communication skillsComfortable working with ambiguity and shifting prioritiesCurious mindset with a desire to continuously improveSelf-starter and go-getter who takes initiative and ownershipA passion for providing top-notch patient careAbility to work with peers in a team effort and cross-functionallyLocation/Hours:Full time position hourly, on-site 5 Penn Center Blvd, Robinson Township, Pittsburgh, PAAvailability for Monday-Friday : 8:00 AM to 9:00 PM EST ( 8 hour shift )OR open for availability for 4 day 10 hour shifts from 11am-9 pm EST OR 10am-8pm ESTAvailability for rotating Saturday shifts 9 AM -5 PM ESTScheduling flexibility, as your schedule may change over time according to business needsBenefitsMedical, dental, and vision insurance plans that fit your needs401(k) retirement planDaily meal stipend for onsite marketplacePre-tax transit benefits and free onsite parkingFree shuttle service