Customer Support/Data Entry
Fully Remote • Remote Worker – N/A
Description
From Intake to Outcomes, CareMetx is dedicated to supporting the patient journey by providing hub services, innovative technology, and decision-making data to pharmaceutical, biotechnology, and medical device innovators.
Description
POSITION SUMMARY:
Under the general supervision of the operational program leadership, The Customer Support Coordinator (CSC) / Intake Coordinator (IC) maybe a hybrid role between Customer Support and Data Entry functionalities based on the needs of the business.
In this role the individual may be responsible for handling all inbound and/or outbound customer service inquiries via telephone from a patient, prescriber, insurance company, pharmacy, or an internal partner as well as review and assess incoming referrals to ensure requirements are met before a patient record is created in the database system.
In this role the individual works to understand and solve problems in a timely manner. They document all interactions into the database and escalate issues as necessary.
PRIMARY DUTIES AND RESPONSIBILITIES:
• Handle incoming customer service inquiries from patients, prescribers, insurance companies, external partners, or internal partners. Research and resolve problems in a timely manner. Assist the callers by helping them understand the need for additional information to complete the benefits investigation process, or transfer of the case to the pharmacy partner.
• Create and/or edit a patient’s record in the database system by entering demographics, insurance information, and prescription from incoming referrals (referrals are received via incoming phone calls, facsimile, or a prescriber web portal).
• May initiate outbound telephone calls to patients for various reasons such as to collect additional information to complete a benefit investigation, or to explain the outcome of the benefit investigation conducted by the Reimbursement Specialist among other reasons.
• May make outreach to a prescriber via phone, facsimile, or mail to request additional information needed for the completion of a benefit investigation, provide the benefit outcome, or inform them in the event that the patient is not being responsive to telephone calls or mailed letters among other reasons.
• Attach incoming facsimile images to a new or existing patient record.
• May identify and escalate concerns received from patients, prescribers, partners, or insurance companies so that corrective action can be pursued accordingly.
• Generate letters and brochures for patients, prescribers, or partners.
• May document the outcome of all interactions associated with the patient record into the database system.
• Adhere to the quality, production, and turnaround standards associated with the assigned program.
• Reports all Adverse Events (AE) disclosed in alignment with training and Standard Operational Procedures (SOP)
• Other duties as assigned – Duties, responsibilities and activities may change or new ones may be assigned at any time with or without notice.
Qualifications
EXPERIENCE AND EDUCATIONAL REQUIREMENTS:
• High school diploma or equivalent
• One or more years of experience in a highly skilled and fast paced call center environment. Call center experience in Specialty Pharmacy, Pharmacy Benefit Management (PBM), Commercial Insurance, or Patient Assistance Programs preferred, but not required.
• Knowledge of medical terminology preferred, but not required.
MINIMUM SKILLS, KNOWLEDGE AND ABILITY REQUIREMENTS:
• Detail oriented, good analytical skills, verbal and written communication skills, with demonstrated ability to communicate with others at all levels
• Ability to multi-task, independently prioritize and able to meet deadlines in a high call volume environment.
• Excellent interpersonal and customer service skills with a focus on customer satisfaction.
• Ability and initiative to work independently or as a team member.
• Ability to problem solve.
• Committed to high standards and accountability.
• Ability to type at least 35 words per minute
• Ability to adapt to a dynamic work environment
• Ability to learn quickly
• General computer knowledge including proficiency in Microsoft Office applications required
