Medical Call Center Representative

posted:
Location
Lawrence Township, New Jersey
Industry
Customer Service & Call Center (Office and Administrative Support Occupations)
Job Type
Temporary
Working Hours
8:00 AM - 5:00 PM
Salary
US$ 14.00 - US$ 17.00 per hour
Ref. Number
S_32350
Contact
Devin Sypher, Spherion
Phone
609-734-0003
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Job Description

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

Responsibilities:
-Communicate with patient/authorized representative on eligibility based on PAP criteria and healthcare providers to manage expectations.
-Interact with key stakeholders within the Contact Center and Specialty Pharmacy.
-Contact patient/authorized representative to determine supplementary information needed tin enroll into PAP program.
-Explain 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.
-Perform administrative tasks to move enrollment applications through the process.
-Assist patients with PAP program enrollment by verifying the pre-screening and qualifying tasks.
-Alert the patient of incoming shipments, and approvals; make outbound delivery calls to schedule shipments.
-Assist patients in securing financial assistance via available sources, as needed.
-Perform patient level benefits verification as applicable for all major medical and pharmacy benefit plans, as needed.
-Coordinate prior authorizations based on payer guidelines and in compliance with law, regulation or guidance, as needed.
-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.

Working hours: 8:00 AM - 5:00 PM

Skills:
-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 customers
-Demonstrated passion for speaking with people in an outgoing way

Education:
High School

Experience:
1-4 years

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 Contact 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

Physical Requirements:
-Location of job activities 100% inside
-Extensive manual dexterity (keyboarding, mouse, phone)
-Constant use of phone for communication
-Noise and/or vibrations exposure
-Frequently reach (overhead), handle, and feel with hands and arms
-Sit for prolonged periods of time
-Occasionally stoop, kneel, and crouch
-Occasionally lift, carry, and move up to 25 pounds

Spherion has helped thousands of people just like you find work happiness! Our experienced staff will listen carefully to your employment needs and then work diligently to match your skills and qualifications to the right job and company. Whether you're looking for temporary, temp-to-perm or direct hire opportunities, no one works harder for you than Spherion. EEO Employer: Race, Religion, Color, National Origin, Citizenship, Sex, Sexual Orientation, Gender Identity, Age, Disability, Ancestry, Veteran Status, Genetic Information, Service in the Uniformed Services or any other classification protected by law.

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