PATIENT CARE REPRESENTATIVE

About the job Patient Care Representative

Patient Care Representative

POSITION SUMMARY :

The Patient Care Representative supports patients and healthcare providers through inbound and outbound telephone support, as well as administrative functions.

POSITION RESPONSIBILITIES :

• Support inbound and outbound phone lines for the pharmacy
• Answer calls, emails and / or other requests from patients and / or healthcare providers while meeting or exceeding service level goals
• Able to balance priorities, working with team members, between inbound calls, responding to inbound email requests and making outbound calls to messages left on voicemail
• Accurately and completely capture information and update systems appropriately
• Be flexible, organized and able to comply with constantly changing program business rules
• Investigate issues that cannot be resolved at the time of the initial call and follow through until issue resolution
• Understand when an issue must be escalated and to whom it should be escalated
• Provide availability, tracking and shipping information for patient's medication as needed
• Assist department with additional duties as directed by Pharmacy Leadership and provide timely completion of special tasks when requested.
• Provides enrollment status updates to patients or healthcare providers, as requested
• Schedule treatments to be sent to the patient or patient's healthcare provider
• 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.

REQUIRED EDUCATION AND EXPERIENCE :

PREFERRED EDUCATION AND EXPERIENCE :

KNOWLEDGE, SKILLS & ABILITIES :

PHYSICAL REQUIREMENTS :

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.