Job Description

Customer Service Specialist Focused On Patient Advocacy

Our client, a healthcare consulting firm, is seeking a Customer Service Specialist focused on Patient Advocacy for a direct hire role in Milton, GA. This is a fully onsite role. A typical day for a Customer Service Specialist is utilizing systems/technology and coordinating efforts between patients, the patient doctor's offices, and the drug manufacturers to acquire and maintain required documentation to facilitate obtaining the patient/member's medication at no cost to the patient/member. Will communicate regularly with patients, doctors' offices, pharmacies, and internal team members through phone calls, email, and text to coordinate care, provide updates, and ensure timely follow-up throughout the process. Daily responsibilities also include working within multiple systems to document case activity, updating patient information, track statuses, pull reports, and complete required administrative paperwork to support order processing and patient assistance programs. Must have professional, personable, and caring communication skills. The ability to gain trust from the patients/members is a critical component of this role and is needed to obtain the sensitive and key information necessary to fulfill orders. Ideal candidate will be self-driven and motivated with the ability to work under minimal supervision in a professional environment while meeting scheduled activities in a timely and efficient manner. Customer Service teams are highly collaborative, member focused and goal oriented.

Duties and Responsibilities

• Follow communication scripts when managing a member's communications.
• Build sustainable and trusting relationships with customers by going above and beyond providing amazing customer service.
• Adhere to established standards and guidelines with ability to help to recommend improved procedures.
• Inbound/outbound calls with customers to inform them of the company's solutions and maintain accurate information.
• Help members understand the program by answering questions and explaining procedures and providing general information.
• Call doctors' offices to obtain and maintain members' current prescriptions.
• Document member activities, phone call results and communication in our systems/software.
• Complete required paperwork adhering to compliance standards.
• Maintaining patient confidentiality and compliance regulations such as HIPAA.

Required Skills and Qualifications

• Excellent communication skills, both written and verbal.
• Substantial active listening skills.
• A patient and empathetic approach and attitude.
• Customer focus and highly adaptable to different personality types.
• Exceptional interpersonal and rapport building skills.
• Vigorous time management, organizational skills and attention to detail.
• Phone skills including the ability to incorporate appropriate phone etiquette.
• Creative solutions seeking.
• Comfortable working in fast paced environments.
• Adaptability and flexibility.
• Technically savvy, comfortable working with data input and reporting in multiple systems and learning new technology. Solid proficiency with Microsoft applications.
• Willingness and ability to learn about company's products, services, and processes.
• Coachable with a willingness to learn and a desire to succeed.
• Process oriented, with a focus on continuous improvement.
• Self-Motivated.
• Strong data input skills.

Job Experience Preferences

• Experience in a highly customer service-oriented role.
• Experience in a Call Center or Customer Support environment.

Base Salary $45,000 - $50,000. Final determination of salary will be based on an evaluation of experience, education, budget, etc.

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