Job Level

Entry Level

Job Summary

The Patient Care Advocate - Level 1 provides new and existing patients with the best possible patient experience in relation to their prescriptions, clinical services, billing inquiries, feedback and suggestions. As the first-line of contact to patients and stakeholders, the patient care advocate will set the tone for how our company and services are experienced.

Job Responsibilities

• Receive inbound calls from patients or physician’s offices regarding orders for medications, pharmacy services and any other non-clinical inquiries
• Record and process orders and/or inquiries received by fax, mail, telephone, and/or through patient direct contact
• Provide timely response to patients’ non-clinical inquiries by telephone and/or email in an inbound service center, consistent with service and quality standards
• Provide pricing, availability, schedule information and obtain methods of payment within established guidelines
• De-escalate situations involving dissatisfied patients and offer patient assistance and support using empathy and compassion
• Escalate calls to clinicians, insurance verification teams, specialized teams and support teams as required
• Connect patients with pharmacists for counseling and clinical inquiries as required
• Operate effictively in a fast-paced deadline-driven environment that requires attention to detail and the ability to multitask
• Other responsibilities as judgment or necessity dictate

Job Responsibilities, continued

Supervisory Responsibilities

N/A

Physical Requirements

• Constantly (67-100% of time OR 6 or more hours) required to sit, use hands to handle or feel, talk and hear
• Frequently (34-66% of time OR 4-6 hours) required to reach with hands and arms
• Occasionally (0-33% of time OR 1-3 hours) required to stand, walk and stoop, kneel and crouch
• Occasionally (0-33% of time OR 1-3 hours) required to lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds
• Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus

Minimum Qualifications

• High School diploma or equivalent GED
• 1 year of work experience

Additional Qualifications

• Experience providing customer service to internal and external customers, including meeting quality standards for services, and evaluation of customer satisfaction
• Good verbal and written communication and interpersonal skills with the ability to communicate in a diplomatic and confidential manner
• Basic knowledge of and skills using MS Windows, MS Office Suite and/or other similar operating/software programs

Preferred Qualifications

• Customer service experience in a healthcare, specialty pharmacy, PBM, call center setting or other related industry
• Proficient computer skills with ability to learn proprietary company software
• Experience with Microsoft Office Suite
• Ability to understand and follow instructions, work independently and efficiently
• Experience working with multiple systems with flexibility and the ability to multitask
• Call center experience including but not limited to adherence, quality, After Call Work (ACW), etc.