Patient Support Representative

KnipperHealth Team Opportunity Your passion, actions, and focus is our strength. Become one of our contributors. Join the KnipperHEALTH team!KnipperHealth is a highly profitable, rapidly growing company that is competitively unique and nimble in service solutions. We offer incredibly competitive pay and benefits that start on your first day of employment.Things you can expect within your first 90 days:Zero time waiting for benefitsWelcoming team with a great cultureClassroom and on-the-job training30/60/90 check-ins with leadership teamEducational assistance opportunitiesToll allowance for hourly positionsInterested in starting a career in pharmacy with Knipper Health? Ask us about our company-sponsored Pharmacy Technician programs to become licensed in your state.Position summary: The patient support representative supports patients and healthcare providers through inbound and outbound telephone support, as well as administrative functions.Responsibilities Responsibilities:Support inbound and outbound phone lines for the pharmacyAnswer calls, emails, and/or other requests from patients and/or healthcare providers while meeting or exceeding service level goalsAble to balance priorities, working with team members, between inbound calls, responding to inbound email requests and making outbound calls to messages left on voicemailAccurately and completely capture information and update systems appropriatelyBe flexible, organized, and able to comply with constantly changing program business rulesInvestigate issues that cannot be resolved at the time of the initial call and follow through until issue resolutionProvide first call resolution where possible. Demonstrate the ability to triage or escalate calls when first call resolution cannot be performed to the patient's satisfaction.Provide availability, tracking, and shipping information for patient's medication as neededRespond to program inquiries from patients, authorized representatives, healthcare providers, patient advocates, and caregivers in a prompt, courteous, and professional manner ensuring compliance with state and federal regulations.Report adverse events/product complaint inquires received in accordance with standard operating procedures and current good manufacturer practices.Execute day-to-day operations specific to the assigned program(s).Maintain patient confidentiality at all times.Qualifications Minimum job requirements:High school diploma or equivalentTwo (2) years of work experience in a customer service or customer focused roleMust have proven ability to provide consistently high-quality of servicePreferred education and experience:Associate degree or technical school training in a related fieldOne (1) year of work experience in pharmacy, managed care, Medicaid and/or Medicare organizations, pharmaceutical and/or biotech manufacturer, insurance, medical office, or related fieldExperience with HIPAA and patient servicesBi-lingual, English and SpanishKnowledge, skills, and abilities:Demonstrated empathy and compassionExcellent verbal and written communication skillsExcellent organization skills and detail orientedBalance multiple priorities to meet expected response deadlinesAdaptable, flexible, and readily adjust to changing situationsAbility to work independently and as a member of a teamAbility to comprehend and apply basic math principlesAbility to apply logical thinking when evaluating practical problemsAbility to present information and respond to questions from stakeholdersAbility to interact with a diverse groupAbility to listen and demonstrate a high degree of empathyDemonstrated computer skills includes Microsoft Word, Excel, and OutlookDisplay tact and diplomacy in response to unfavorable or negative situationsDemonstrated sensitivity and understanding when speaking with patientsDemonstrated passion for speaking with people in an outgoing wayPhysical demands:Location of job activities 100% insideExtensive manual dexterity (keyboarding, mouse, phone)Constant use of phone for communicationNoise and/or vibrations exposureFrequently reach (overhead), handle, and feel with hands and armsSit for prolonged periods of timeOccasionally stoop, kneel, and crouchOccasionally lift, carry, and move up to 25 poundsReasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.