What are the responsibilities and job description for the Patient Advocate position at Knipper HEALTH?
Overview
YOUR PASSION, ACTIONS & FOCUS is our Strength
Become one of our Contributors
Join the KnipperHEALTH Team!
KnipperHealth is a highly profitable, rapidly growing company that is competitively unique and nimble in service solutions. We offer incredibly competitive pay and benefits that start on your first day of employment.
- Things you can expect within your first 90 days:
- Zero time waiting for benefits
- Welcoming team with a great culture
- Classroom and on-the-job training
- 30/60/90 check-ins with leadership team
- Educational Assistance Opportunities
- Toll allowance for hourly positions
- Interested in starting a career in pharmacy with Knipper Health? Ask us about our company-sponsored Pharmacy Technician programs to become licensed in your state.
POSITION SUMMARY:
The Patient Advocate supports the enrollment process and patients in accessing coverage for their prescribed medications through inbound and outbound telephone support, as well as administrative functions.
Responsibilities
- Review and process patients’ enrollment forms to the Patient Assistance Program (PAP)
- Assist patients on the phone with PAP program enrollment by verifying the pre-screening and qualifying tasks.
- Notify patients and healthcare providers of approvals, denials, and any next steps needed to continue the enrollment process
- Schedule treatments to be sent to the patient or patient’s healthcare provider
- Support inbound and outbound phone lines for the PAP program
- Communicate daily with patient/authorized representative on eligibility based on PAP criteria and healthcare providers to manage expectations.
- Contact patient/authorized representative to determine supplementary information needed to enroll into the manufacturer’s PAP program.
- Prioritize workload to ensure patients’ enrollments are processed within specified timeframe
- Explain the PAP program and services to patients, authorized representatives, healthcare providers and physician’s office staff.
- Respond to program inquiries from patients, authorized representatives, healthcare providers, patient advocates and caregivers.
- Report adverse events/product complaint inquires received in accordance with standard operating procedures and current good manufacturer practices.
- Execute day-to-day operations specific to the assigned program(s).
- Maintain patient confidentiality at all times.
The above duties are meant to be representative of the position and not all-inclusive.
Qualifications
MINIMUM JOB REQUIREMENTS:
- High school diploma or equivalent
- Two (2) years of work experience in a customer service or customer focused role
- One (1) year of work experience in a call center environment.
- Must have proven ability to provide consistently high-quality of service
PREFERRED EDUCATION AND EXPERIENCE:
- One (1) year of work experience in pharmacy, managed care, Medicaid and/or Medicare organizations, pharmaceutical and/or biotech manufacturer, insurance, medical office, or related field
- Experience with HIPAA and patient services
- Bi-lingual, English and Spanish
KNOWLEDGE, SKILLS & ABILITIES:
- Demonstrated empathy and compassion
- Excellent verbal and written communication skills
- Excellent organization skills and detail oriented
- Balance multiple priorities to meet expected response deadlines
- Adaptable, flexible and readily adjust to changing situations
- Ability to work independently and as a member of a team
- Ability to comprehend and apply basic math principles
- Ability to apply logical thinking when evaluating practical problems
- Ability to present information and respond to questions from stakeholders
- Ability to interact with a diverse group
- Ability to listen and demonstrate a high degree of empathy
- Demonstrated computer skills includes Microsoft Word, Excel, and Outlook
- Display tact and diplomacy in response to unfavorable or negative situations
- Demonstrated sensitivity and understanding when speaking with patients
- Demonstrated passion for speaking with people in an outgoing way
PHYSICAL DEMANDS:
- Location of job activities 100% inside
- Extensive manual dexterity (keyboarding, mouse, phone)
- Constant use of phone for communication
- Noise and/or vibrations exposure
- Frequently reach (overhead), handle, and feel with hands and arms
- Sit for prolonged periods of time
- Occasionally stoop, kneel, and crouch
- Occasionally lift, carry, and move up to 25 pounds
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
