Now Hiring - ConnectiveRx - Call Center - Inbound Call Agent - Onsite in Pittsburgh, PA

Full description of the position

ConnectiveRx is a leading, technology-enabled healthcare services company. We work strategically with hundreds of biopharmaceutical manufacturers to help commercialize and maximize the benefits of specialty and branded medications. Our mission is to simplify how patients get on and stay on therapy. We fulfill our mission by providing our customers with innovative services such as patient and provider messaging, the design and operation of copay, vouchers and patient affordability programs, and hub services, all of which accelerate speed-to-therapy and help improve outcomes for manufacturers, healthcare providers and patients.

ConnectiveRx was formed in 2015 by bringing together the industry-leading business of PSKW, PDR/LDM, Careform (2017) and The Macaluso Group (2018) to advance our technology-driven expertise in providing state-of-the-art commercialization solutions. To learn more about our company, visit [please apply online] Description

The primary purpose of this position is to engage in and maintain regular communication with physicians, medical office staff, outside sales representatives and internal medical staff, for the purpose of supporting, documenting, and coordinating patient hub services. This communication will routinely be in the form of inbound phone calls, issue ticket management, and live chat. Team members will work interactively with patients and their healthcare providers to complete enrollment activities, coordinate distribution of specialty pharmaceuticals, answer basic program inquiries, and help coordinate access to therapies through the patient’s healthcare provider. Patient Support Specialist typically work in a support capacity to benefit verification representatives, senior benefit verification representatives, and management as a first line of contact for all inbound calls, live chats, and issue tickets.

What you will do:

• Speaks with medical office staff by phone and chat software to answer basic program inquiries. Adheres to program-approved talking points and/or scripting for all inbound call interactions.
• Answers appropriate technical questions and/or triage calls to assigned concierge or case manager.
• Works on problems of limited scope. Follows standard operating procedures in analyzing data from which answers can be readily obtained. Builds stable working relationships internally.
• Performs data entry tasks in multiple systems. Follows up via phone, mail, and/or fax for missing enrollment information and documents interactions accordingly in the ticket management system.
• Coordinates access to appropriate support services, including reimbursement counseling, Patient Access and Copay Assistance programs, and general support.
• May participate in special department or related projects, as needed.
• Other duties as assigned.

What we need from you:

• High school diploma or equivalent, required.
• Bachelor’s degree or equivalent experience in business, hospital administration, marketing, or related field preferred.
• Minimum of 1 year experience in customer service, insurance verification, or related area required.
• Health care environment with third party benefits verification experience.
• Prior phone customer service experience.
• Knowledge of the US Healthcare/Insurance system and the essential parties involved in a patient’s access to benefits. Understanding of proper conduct in an office environment, phone etiquette, and interpersonal relationships.
• Ability to read and interpret documents such as training manuals, safety rules, operating and maintenance instructions, and procedure manuals.
• Ability to write routine reports and correspondence using computer applications. Excellent verbal skills and knowledge of medical terms.
• Ability to work efficiently in Microsoft Office including creation of spreadsheets in Excel; and ability to take notes via computer keyboard during telephone conversations.
• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
• Ability to reason and react quickly and in the least disruptive manner possible to the office or physician.
• Proficient in conflict resolution over the phone and maintenance of professional phone demeanor of all time.

Why work with us?

• Excellent company culture, fun events, and volunteer opportunities
• Competitive benefits (medical, dental, vision & more)
• 401k package with dollar-for-dollar match-up
• Generous PTO and paid holidays days offered
• Opportunities to grow professionally and personally
• Team-oriented atmosphere

Job Type: Full-time

Pay: $15.00 - $17.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Shift:

• 8 hour shift

Weekly day range:

• Monday to Friday

Ability to commute/relocate:

• Pittsburgh, PA 15275: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Call center: 1 year (Required)
• Customer service: 1 year (Required)

Work Location: One location