Payor-Partner Program Specialist

KPH HEALTHCARE SERVICES - 2.5

Syracuse, NY Job Details Full-time $19 - $21 an hour 15 hours ago Qualifications High school diploma or GED Individual consumer customer service

Full Job Description Job Summary:

Responsible for all aspects related to management of hub services relationships, entering of medication orders, and customer service for patients/providers in a call center environment.

Job Duties:

Provide direct support and serve as primary point of contact patients of designated third-party payers Follow customized patient support service models and programs to meet and exceed client expectations Follow established protocol and non-standard service models to provide the highest quality of services to patients Serve as subject matter experts on the intricacies of selected payer partner programs and assist patients in ensuring the correct triage and handling Responsible for assisting in the implementation of process improvement to ensure a streamlined patient relationship consistent with selected payer specifications. This may include accessing systems such as partner CRMs to investigate patient needs more fully. Responsible to receive triage patient calls from general call center for handling. Responsible for accurate selecting billing and shipping methods for incoming patient orders and setting up delivery of patient orders as necessary Customer service coverage for incoming calls and directing incoming calls to appropriate staff as needed Document patient reported information into TherigySTM Document and reporting information via McKesson EnterpriseRX Document and research plan specific information in partner CRM/tools. Provides resolution to customer service issues to ensure member satisfaction Work with members to provide resolution to payment related issues on accounts/orders Maintain and keep reasonable production as determined by supervisor May assist in orienting and training new employees Responsible for completing all mandatory and regulatory training programs Perform other duties as assigned May assist in training new employees

Educational Requirements:

Minimum:

High School Diploma or GED Preferred:

Pharmacy technician or related certification

Experience:

Past experience in a customer service-related field

Preferred:

6 months experience in a call center environment

Preferred:

12 months experience as a pharmacy technician