Overview:

The Patient Advocate supports the enrollment process and patients in accessing coverage for their prescribed medications through inbound and outbound telephone support, as well as administrative functions.

Responsibilities:

Review and process patients’ enrollment forms to the Patient Assistance Program (PAP)

• Assist patients on the phone with PAP program enrollment by verifying the pre-screening and qualifying tasks.

• Notify patients and healthcare providers of approvals, denials, and any next steps needed to continue the enrollment process

• Schedule treatments to be sent to the patient or patient’s healthcare provider

• Support inbound and outbound phone lines for the PAP program

• Communicate daily with patient/authorized representative on eligibility based on PAP criteria and healthcare providers to manage expectations.

• Contact patient/authorized representative to determine supplementary information needed to enroll into the manufacturer’s PAP program.

• Prioritize workload to ensure patients’ enrollments are processed within specified timeframe

• Explain the PAP program and services to patients, authorized representatives, healthcare providers and physician’s office staff.

• Respond to program inquiries from patients, authorized representatives, healthcare providers, patient advocates and caregivers.

• 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.

The above duties are meant to be representative of the position and not all-inclusive.

Qualifications:

REQUIRED EDUCATION AND EXPERIENCE:

• High school diploma or equivalent

• Two (2) years of work experience in a customer service or customer focused role

• One (1) year of work experience in a call center environment.

• Experience with insurance and benefit investigations; knowledge of U.S. Private and Government payers

• Must have proven ability to provide consistently high-quality of service

PREFERRED EDUCATION AND EXPERIENCE:

• Associate Degree or technical school training in a related field

• Two (2) years of work experience in pharmacy, managed care, Medicaid and/or Medicare organizations, pharmaceutical and/or biotech manufacturer, insurance, medical office, or related field

• Experience with HIPAA and patient services

• Bi-lingual, English and Spanish

KNOWLEDGE, SKILLS & ABILITIES:

• Demonstrated empathy and compassion

• Excellent verbal and written communication skills

• Excellent organization skills and detail oriented

• Balance multiple priorities to meet expected response deadlines

• Adaptable, flexible and readily adjust to changing situations

• Ability to work independently and as a member of a team

• Ability to comprehend and apply basic math principles

• Ability to apply logical thinking when evaluating practical problems

• Ability to present information and respond to questions from stakeholders

• Ability to interact with a diverse group

• Ability to listen and demonstrate a high degree of empathy

• Demonstrated computer skills includes Microsoft Word, Excel, and Outlook

• Display tact and diplomacy in response to unfavorable or negative situations

• Demonstrated sensitivity and understanding when speaking with patients

• Demonstrated passion for speaking with people in an outgoing way

PHYSICAL REQUIREMENTS:

• Location of job activities 100% inside

• Extensive manual dexterity (keyboarding, mouse, phone)

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential