Program Specialist - Voice Process

Role & responsibilities

• Quickly and efficiently respond to incoming calls and faxes, identify how best to assist. • Conduct outbound calls of insurance verifications to understand if patients prescribed therapy is eligible for coverage. Document results in 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 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. uses 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 market place and the insurance options available for patients. Educate patients on the available options as appropriate. • Strict adherence to follow the process SOPs

Preferred candidate profile

Proficient in English, verbal and written • Easily navigate between multiple computer programs with dexterity • Adheres to schedule and meets deadlines. • Demonstrate solid customer service skills. • Understand each customers needs and tailors responses with those needs in mind • Express empathy while speaking with customers. • Be motivated to help customers every day and operate with a sense of accountability and urgency. • Thrive working in a very scheduled and collaborative work environment while also being able to work independently. • Adhere to schedule and meets deadlines. • Express thoughts and instructions clearly in both oral and written communication; i.e. uses grammatically correct, concise language. • Pay close attention to detail and consistently be a keen problem solver. • Adapt to changes and properly anticipate the next process steps when faced with ambiguous scenarios. • Learn information quickly, retain it, and effectively work on multiple tasks simultaneously