Patient Service Representative

Professional Summary

The Inbound Patient Service Specialist serves as a compassionate advocate for patient members, guiding them through the complexities of accessing medications efficiently and affordably. This role is responsible for managing inbound communications, resolving inquiries, and facilitating enrollment in drug savings programs. With a strong focus on one-call resolution, the specialist ensures a seamless and empathetic experience for patients, providers, and pharmacies. Success in this role requires excellent communication skills, attention to detail, and a patient-centric mindset, all while maintaining compliance with HIPAA and PHI standards.

Key Responsibilities

• Manage inbound calls, emails, and other communication channels to assist patients, providers, and pharmacies with pharmacy benefit inquiries and drug savings program enrollment.
• Educate patient members on available pharmacy benefits and guide them through sourcing medications via various savings programs.
• Provide one-call resolution by gathering necessary information and resolving cases efficiently and accurately.
• Coordinate with physicians, drug manufacturers, and pharmacies to facilitate successful enrollment in savings programs.
• Maintain detailed documentation of all interactions, ensuring timely follow-up and compliance with organizational standards.
• Uphold HIPAA and PHI regulations while handling sensitive patient information.
• Stay current on all Patient Access savings programs, organizational policies, and compliance requirements.
• Organize and manage multiple tasks in a fast-paced environment to maintain productivity and meet service level expectations.
• Demonstrate empathy and professionalism in every interaction, contributing to a world-class patient experience.
• Achieve or exceed key performance indicators, including quality assurance standards and attendance requirements.

Qualifications

• High School Diploma, GED, or equivalent required
• Must be locally based
• Minimum of 1 year in a customer service or healthcare support role preferred
• Strong verbal and written communication skills
• Ability to manage multiple tasks and prioritize effectively in a fast-paced environment
• High attention to detail and accuracy in documentation
• Empathetic and patient-centric approach to service delivery
• Familiarity with HIPAA/PHI compliance standards
• Proficiency in using communication and documentation tools (e.g., email, CRM systems)
• Reliable attendance, especially during the training period (100% attendance required)

Location: Lehi, Utah (First 60 days on site the  hybrid 1-4 days in office)