India – Office Based
Neovance delivers streamlined, outcomes-driven patient support solutions that help clients achieve their goals of getting patients on and staying on therapy. More agile and responsive than traditional providers, Neovance leverages 30+ years of experience and a proprietary CRM platform that enables real-time adaptability and better analytics. This allows us to drive patient access and optimize program performance. Our core services include HUB Operations, Patient Assistance Programs (PAP), nursing, field reimbursement, and non-commercial pharmacy. With a flexible model and commitment to client success, we help patients access the therapies they need—when they need them.We are seeking a Program Specialist to be responsible for serving as the customer’s primary point of contact providing operational and reimbursement support to complex programs within Neovance, including but not limited to marketing support, reimbursement hotlines, patient assistance programs, Hubs, foundations, safety surveillance programs, case management, and compliance programs. The focus of the Program Specialist is to own issues and remove obstacles that prevent patients or providers from accessing the therapies requested.In this role, the selected candidate will be a self-starter who is comfortable taking initiative, identifying barriers, being on the phones and working with the appropriate parties to eliminate these obstructions for the customer. Must be proficient and knowledgeable about all the services provided on an assigned program and may support multiple client products or programs.
The Program Specialist Should Be
- Proficient in English, verbal and written skills including proper grammar and correct, concise language
- A quick learner who is able to easily navigate between multiple computer programs with dexterity and multitasking skills and adhere to schedules and meet deadlines; have attention to detail and a problem solving mentality; adapt to changes and anticipate the next steps especially in ambiguous situations
- Be able to demonstrate solid customer service skills obtained in prior office, retail, or volunteer work and understand each customer’s needs and tailor responses with those needs in mind
- Be motivated to help customers every day and operate with a sense of accountability and urgency and express empathy while speaking with customers
- Thrive working in a very scheduled and collaborative work environment while also being able to work independently.
Responsibilities
- Quickly and efficiently respond to incoming calls and faxes, identifying how best to assist.
- Conduct outbound calls of insurance verifications to understand if a patient’s prescribed therapy is eligible for coverage and document the results in an appropriate tracking system.
- Document calls in appropriate tracking systems, and handle/escalate calls per established procedures.
- Process patient applications and follow the program's specifications to determine their eligibility. Document results in an appropriate tracking system and manage follow-ups as appropriate. Place follow-up calls and respond to enquiries from patients and/or healthcare providers as necessary.
- Maintain a professional, calm and friendly demeanor. Express thoughts and instructions clearly in both verbal and written communication, i.e. use grammatically correct and concise language.
- Coordinate the order and transfer of prescriptions based on their degrees of urgency to specialty pharmacies as appropriate.
- Be familiar with the marketplace and the insurance options available for patients. Educate patients on the available options as appropriate.
- Adherent to all organizational standards and regulatory requirements related to the handling of patient information, including patient safety reporting practices.
- Complete all training requirements related to patient privacy and data handling, and apply these practices consistently across all interactions with patients, healthcare providers, and patient data
Education And Experience
- A high school diploma/GED is required; Bachelor’s degree is preferred
- A minimum of 1-2 years of prior customer service experience in an international call center
- 1+ years of experience in safety reporting preferred.
- US healthcare and reimbursement knowledge preferred.
Please note that Neovance conducts all official hiring processes exclusively through verified channels. We do not extend employment offers or confirm hiring decisions based solely on email communication. We encourage you to be vigilant against fraudulent hiring messages—especially those offering unusually high pay, requesting personal information early in the process, or claiming to extend an offer without an interview. Please visit us at www.neovance.com.
