Summary
The Specialty Support Advocate maintains a high level of interaction with client patients to ensure secondary insurance is obtained, recorded, and loaded to reduce out-of-pocket costs for qualifying medications through handling of inbound and outbound calls. This is a critical position requiring excellent customer interaction skills. Individuals are expected to enhance member satisfaction by responding to incoming phone calls with professionalism and compassion. Problem-solving skills are essential in addition to a service mindset.
This is a remote working from home position.
At this time we are seeking candidates ONLY in the following states: AL, AZ, CO, FL, GA, IN, KY, MO, NV, NC, TN, TX, VA, WI.
Essential Duties And Responsibilities
- Acts as a liaison between WellDyne Specialty, patients, and the client.
- Assist in collecting copay card information from patients, copay card manufacturers, prescribers, and pharmacies.
- Assist in tracking copay card data within the software system.
- Maintains documentation of calls to and from patients and providers.
- Contacts patients to obtain co-payment information and explain the process.
- Assists patients with the application process to obtain manufacture copay assistance.
- Perform outbound calls to collect copayment information.
- Handle inbound calls from members and manufactures.
- Respond in a prompt, professional, and courteous manner to member questions regarding copayment information.
- Monitor, address, and handle inquiries from designated email box.
- Address text messaging portal requests from patients.
- Maintains patient confidentiality (HIPAA).
- Demonstrate an ability to problem solve and work independently.
- Prior demonstration of attention to detail by accurately inputting data into software.
- Performs other duties and responsibilities as assigned.
- Proficiency in navigation and updating information in Excel.
Education And Experience
- High School Diploma or equivalent required
- One year of customer service experience required
- State Pharmacy Registration preferred
- Previous insurance experience and medical or pharmacy background is preferred
Knowledge, Skills, And Abilities
- Should possess strong problem-solving skills and the ability to make sound decisions .
- Excellent communication skills
- Excellent organizational skills and attention to detail .
- Must be self-motivated and take initiative .
- Ability to communicate effectively with other employees, patients, manufacturers, and clients .
- Ability to multi-task
- Ability to work and accomplish daily activities with little to no supervision
- Must be dependable and maintain levels of confidentiality
- General knowledge of Microsoft Suite of applications including Excel, Word, Teams, etc.
- Attention to detail and ability to follow-through on projects and daily responsibilities
- Ability to work independently
Equipment And Connection Requirements- For Remote Candidates
- Internet speed minimum: 100mbs download / 10mbs upload that will be verified by HR in a speed test
- Cell phone to allow VPN push to connect to network and allow for support resources
- Dedicated workspace to reduce background noise
- Home computer with video capabilities as well as the ability to support WebEx* will be required for interview and initial training week. Company equipment will be provided by week 2.
- Modem/router has to be close enough to plug in a 10ft network cable (has to be hard wired)
Work Environment / Physical Demands
This position is in a typical office environment, which requires prolonged sitting and standing in front of a computer. In addition, this position requires hand-eye coordination and manual dexterity sufficient to operate standard office equipment, including the operation of standard computer and phone equipment.
EOE M/F/D/V