• Relationship Management
  • Builds trusted relationships with patients, prescribers, client stakeholders through proactive communication, timely and accurate execution of deliverables and demonstrated relentless passion for helping patients
  • Manages all relationships in a manner that adheres to healthcare laws and regulations
• Communications
  • Performs program welcome calls to patients
  • Performs post Benefits Investigation calls to patients and physicians explaining coverage options
  • Manages all client inquiries unable to be determined by client through reporting
  • Manages HCP inquiries, as applicable, pursuant to business rules
• Inbound Call Management
  • Manages inbound calls as directed by the program-approved FAQs
  • Triage patients to internal or external resources as appropriate
• Personalized Case Management
  • Provides personalized case management to patients and HCPs including outbound communication to HCPs and patients to communicate benefit coverage and next steps in obtaining coverage
  • Leverages electronic tools to identify benefits and payer coverage; completes manual benefit investigation as needed
  • Identifies and communicates patient’s plan benefit coverage including the need for prior authorization, appeal, tier exception, and/or formulary exclusions
  • Uses electronic resources to obtain benefit coverage outcome and if needed, outbound call to payers and HCPs to follow up on proper submission and/or outcome
  • Coordinates nurse teach with field-based nurse educators, as applicable to program
  • Supports adherence services through coordination of nurse follow up, as applicable to program
  • Identifies peer support resources for patients
  • Coordinates shipment of product through patient assistance program and/or bridge program from the PharmaCord pharmacy
  • Proactively communicates needs for reverification of prior authorization or re-enrollment for patient assistance program
  • Reports adverse events, Product complaints, special situation reports and/or medical inquiries received in accordance with SOPs and the Business Rules
  • Documents all activities within the PharmaCord Lynk system in accordance with business requirements
• Benefit Verification:
  • Performing patient level benefits verifications as applicable for all major medical and pharmacy benefits plans.
  • Completion of the template forms that provide patient level benefits Coverage Determination Summary.
  • Coordination of prior authorizations based on payer guidelines and in compliance with law, regulation or guidance.
• Patient Assistance:
  • Review of patient assistance enrollment forms and any supporting documentation to assess patient eligibility for participation as per SOPs and program guidelines.
  • Determination of patient’s eligibility based upon program criteria for qualification.
  • Communicating the patient’s eligibility to the patient, healthcare provider, and/or consignment pharmacy.
  • Answer and assist inbound callers through resolution utilizing answers to frequently asked questions or by warm transferring callers to other appropriate individuals.
  • Actively listen to each customer, assess needs, and respond with demonstrated patience and courtesy.
  • Review and identification of information that is missing and/or incorrect within program service requests/program applications.
  • Reporting of Adverse Events/ Product Complaint inquiries received in accordance with SOP and good manufacturer practices.
  • Provides timely feedback to the company regarding service failures or customer concerns
  • Effectively uses our internal technology platform, Lynk, to complete claims processing and keep workflows moving.
  • Communicate with key medical practice accounts, sales representatives regarding the status of cases. Provide consultative services where issues arise on how obstacles can be overcome to get patient on paid therapy.
  • Expected to be patient focused and committed to providing the highest quality customer service all while maintaining a sense of compliance and commitment to abiding by company policies and procedures.

This job might be for you if (must have requirements of the role):

• Detail oriented
• Professional telephone etiquette
• Self-awareness of your own emotions and the potential impact on others
• Basic computer knowledge
• Ability to multitask effectively
• Ability to recognize emotions and their effects
• Sureness about self-worth and capabilities
• Manage disruptive impulses
• Maintain standards of honesty and integrity
• Takes responsibility for performance
• Adapts and handles change with flexibility
• Is innovative and open to new ideas
• Achievement driven; constant striving to improve or to meet a standard of excellence
• Aligns with the goals of the group or organization
• Ready to take initiative and act on opportunities
• Be optimistic and pursue goals persistently despite obstacles and setbacks
• Be service oriented and anticipate, recognize and meet needs of others, including patients and care partners
• Clear and concise communication
• Positive attitude!

Requirements:

• Bachelor’s degree preferred
• Customer service and/or healthcare industry experience is preferred
• Bi-lingual in English and Spanish or Chinese/Mandarin is a plus
• This is an office-based position, the ability to sit for extended periods of time is necessary
• Although very minimal, flexibility to travel as needed is preferred
• We are located in Jeffersonville, IN. You must be willing to work in this location; PharmaCord does reimburse for tolls if applicable, at the frequent user rate. This rate is applied after 40 trips per month (valued at $678.60 per year)

Physical Demands & Work Environment:

• While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to sit for long periods of time, use hands to type, handle or feel; and reach with hands and arms. Must be able to type 35 WPM with 97% accuracy.
• Although very minimal, flexibility to travel as needed is preferred.
• This position requires ability to work a standard 8.5-hour standard shifts between our business operating hours of 8am - 11pm Monday through Friday based on your availability. A shift will be assigned and may change depending on business need.
• This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, etc.
• Due to investment in program specific training, candidates are expected to maintain role for a minimum of 6 months, or within a client-facing role, prior to being considered eligible for lateral or promotion level move. PharmaCord is committed to creating a strong company culture that values collaboration, employee development, and promotion from within. Exceptions will be reviewed on a case-by-case basis to assess business need and service impact.

Once you land this position, you’ll get to enjoy:

• Company paid Short-term Disability (STD)
• Increased competitive 401(k) company match up to 4%
• Affordable Medical, Dental, and Vision benefits - PharmaCord covers 75% of Medical Premiums for our employees
  • Wellness discounts of up to $260 per year for participation in wellness program
• Annual HSA employer contribution
• Company paid and voluntary Life Insurance options
• Voluntary Life, AD&D and Long-Term Disability Insurances
• Paid Parental Leave of Absence
• Wellness and Employee Assistance Programs
• PTO benefits, flex days and paid holidays
• Employee Referral Program
• Ambassador Program
• Tuition reimbursement program up to $5,000 per year

• Competitive starting pay rates
• Toll reimbursement program (valued at $678.60 per year)
• This role may be eligible for a hybrid schedule (50% in office, 50% remote). To qualify for a hybrid schedule, you are required to work a minimum of 6 months on-site at our headquarters location. You must show you've successfully completed training, are in good performance and attendance standing, and are consistently meeting KPI's as outlined within the program business rules.
• Multiple shift options between 8 AM and 11 PM Monday - Friday

• Working for PharmaCord - voted Best Places to Work in Kentucky for 2019 and 2021
• Work for a company that values diversity and makes deliberate efforts to create in inclusive workplace
• Opportunities for advancement with a company that supports personal and professional growth
• A challenging, stimulating work environment that encourages new ideas
• Exposure to many learning and development opportunities
• Playing a crucial part in the lives of our patients, physicians, and pharmacies by enhancing the patient services experience
• Our new state of the art Headquarters building offering many amenities including collaborations spaces, outdoor dining, walking path, marketplace café, and more!