Program Specialist

Role & responsibilities

Quickly and efficiently respond to incoming calls and faxes, identify how best to assist.

Conduct outbound calls of insurance verifications to understand if patients prescribed therapy is eligible for coverage. Document results in appropriate tracking system.

Document calls in appropriate tracking systems, and handle/escalate calls per established procedures.

Process patient applications and follow the program's specifications to determine their eligibility. Document results in appropriate tracking system and manage follow-ups as appropriate. Place follow-up calls and respond to enquiries from patients and/or healthcare providers as necessary.

Maintain a professional, calm and friendly demeanor. Express thoughts and instructions clearly in both verbal and written communication; i.e. uses grammatically correct and concise language.

Coordinate the order and transfer of prescriptions based on their degrees of urgency to specialty pharmacies as appropriate.

Be familiar with the market place and the insurance options available for patients. Educate patients on the available options as appropriate.

Strict adherence to follow the process SOPs

Preferred candidate profile

Proficient in English, verbal and written

Easily navigate between multiple computer programs with dexterity

Adheres to schedule and meets deadlines.

Demonstrate solid customer service skills.

Understand each customers needs and tailors responses with those needs in mind

Express empathy while speaking with customers.

Be motivated to help customers every day and operate with a sense of accountability and urgency.

Thrive working in a very scheduled and collaborative work environment while also being able to work independently.

Adhere to schedule and meets deadlines.

Express thoughts and instructions clearly in both oral and written communication; i.e. uses grammatically correct, concise language.

Pay close attention to detail and consistently be a keen problem solver.

Adapt to changes and properly anticipate the next process steps when faced with ambiguous scenarios.

Learn information quickly, retain it, and effectively work on multiple tasks simultaneously