A Registrar or Patient Service Representative provides direct assistance to patients at a health care or long term care facility. Answers questions and helps resolve complaints; provides liaison with health care providers; may assist with coordinating appointments or addressing billing or insurance issues.
The Care Liaison (CL) will serve as the primary point of contact for inbound calls, prescription referrals, and program documents for one of RareMed s dedicated programs supporting patients with rare and devastating disease states. The CL will support activities including intake and data entry of prescription referrals, referral processing, outbound faxing, preparing outbound mail for patient/prescriber, inbound mail processing, triaging of patient/prescriber inquiries, prescriber interaction, and prescriber office follow-up. The CL will have a deep understanding of the program standard operating procedures and required service level metrics. The CL will be required to work cross-functionally with the other teams supporting the patient service program including case management and pharmacy triage support.
Responsibilities:
Primary point of contact for patient support, shipment set-up, inquiries, and escalations. Provide superior customer service to internal and external clients, customers, and patients to help establish firm building blocks to enable therapy access. Facilitate intake/processing of program-specific documents and build patient accounts. Support general inquiry resolution for patients and prescribers Work independently, adhere to Standard Operating Procedures, FAQs and program business rules. Execution of end-to-end processes to support appropriate data entry and referral triaging. Day-to-day involvement to ensure all referrals and program documents are processed and triaged appropriately via documented Standard Operating Procedures. Utilize active listening skills and empathy, combined with ability to accurately assess, and implement based on patient/caller needs for guidance throughout patient journey. Identify, report and assist in resolving issues as they arise. Awareness of quality assurance measures used to verify that processes, procedures, and program business rules are being followed appropriately. Triage issue resolution related to escalated operational program elements/questions including incoming referrals, patient assistance, and patient/provider inquiries. Strong compliance mindset, demonstrating clear understanding of patient privacy laws. Active participation in building and maintaining respectful, collaborative team relationships, exercising, and encouraging positivity. Assist with assigned projects as requested. This position may require flexibility in scheduling, with shifts occurring between 8:00AM and 8:00PM EST, Monday through Friday. Employees should be prepared to work within this timeframe as needed. This position will require on site presence twice weekly to process inbound and outbound mail. Other duties as assigned.
Required Qualifications:
High school diploma with 2+ years of solid customer service experience also considered Strong interest in healthcare industry Comfortable working in an entirely telephonic position Empathy, drive, and commitment to exceptional service
Preferred Qualifications:
Undergraduate Degree and/or equivalent work experience Certified Pharmacy Technician (CPhT) 2 + years experience in healthcare setting a plus Prior experience in pharmacy, HUB service provider, or the healthcare industry Past experience interacting with customers and clients telephonically Excellent verbal and written communication skills Strong analytical skills Data entry experience with strong attention to detail Ability to exercise independent judgment Ability to meet deliverables in a fast-paced environment Ability to proficiently use
Microsoft Teams, Excel, Outlook and Word Work Environment:
RareMed offers a hybrid work structure, combining remote work and in-office requirements. The frequency of onsite requirements will vary depending on role, operational needs, meetings, client visits, or team collaboration activities. Employees must be within commuting distance to Pittsburgh, PA, and able to report to the office when needed. We will provide advance notice when possible. This role routinely involves standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. When telecommuting, employees must have reliable internet access to utilize required systems and software required for the position's responsibilities. The amount of time the employee is expected to work per day or pay period will not change while working from home. Employees are responsible for the set-up of their home office environment, including physical set-up, internet connection, phone line, electricity, lighting, comfortable temperature, furniture, etc. Employee s teleworking space should be separate and distinct from their home space and allow for privacy.
Physical Demands:
While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; use hands and fingers, handle or feel; and reach with hands and arms. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential function of the job.
