Overview :
YOUR PASSION, ACTIONS & FOCUS is our Strength
Become one of our Contributors
Join the KnipperHEALTH Team!
KnipperHealth is a highly profitable, rapidly growing company that is competitively unique and nimble in service solutions. We offer incredibly competitive pay and benefits that start on your first day of employment.
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Things you can expect within your first 90 days:
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Zero time waiting for benefits
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Welcoming team with a great culture
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Classroom and on-the-job training
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30/60/90 check-ins with leadership team
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Educational Assistance Opportunities
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Toll allowance for hourly positions
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Interested in starting a career in pharmacy with Knipper Health? Ask us about our company-sponsored Pharmacy Technician programs to become licensed in your state.
POSITION SUMMARY:
The Patient Support Representative supports patients and healthcare providers through inbound and outbound telephone support, as well as administrative functions.
Responsibilities:
RESPONSIBILITIES:
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Support inbound and outbound phone lines for the pharmacy
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Answer calls, emails and/or other requests from patients and/or healthcare providers while meeting or exceeding service level goals
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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
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Accurately and completely capture information and update systems appropriately
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Be flexible, organized and able to comply with constantly changing program business rules
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Investigate issues that cannot be resolved at the time of the initial call and follow through until issue resolution
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Provide first call resolution where possible. Demonstrate the ability to triage or escalate calls when first call resolution cannot be performed to the patient’s satisfaction.
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Provide availability, tracking and shipping information for patient’s medication as needed
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Respond to program inquiries from patients, authorized representatives, healthcare providers, patient advocates and caregivers in a prompt, courteous and professional manner ensuring compliance with state and federal regulations.
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Report adverse events/product complaint inquires received in accordance with standard operating procedures and current good manufacturer practices.
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Execute day-to-day operations specific to the assigned program(s).
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Maintain patient confidentiality at all times.
The above duties are meant to be representative of the position and not all-inclusive.
Qualifications:
MINIMUM JOB REQUIREMENTS:
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High school diploma or equivalent
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Two (2) years of work experience in a customer service or customer focused role
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Must have proven ability to provide consistently high-quality of service
PREFERRED EDUCATION AND EXPERIENCE:
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Associate Degree or technical school training in a related field
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One (1) year of work experience in pharmacy, managed care, Medicaid and/or Medicare organizations, pharmaceutical and/or biotech manufacturer, insurance, medical office, or related field
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Experience with HIPAA and patient services
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Bi-lingual, English and Spanish
KNOWLEDGE, SKILLS & ABILITIES:
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Demonstrated empathy and compassion
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Excellent verbal and written communication skills
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Excellent organization skills and detail oriented
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Balance multiple priorities to meet expected response deadlines
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Adaptable, flexible and readily adjust to changing situations
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Ability to work independently and as a member of a team
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Ability to comprehend and apply basic math principles
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Ability to apply logical thinking when evaluating practical problems
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Ability to present information and respond to questions from stakeholders
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Ability to interact with a diverse group
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Ability to listen and demonstrate a high degree of empathy
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Demonstrated computer skills includes Microsoft Word, Excel, and Outlook
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Display tact and diplomacy in response to unfavorable or negative situations
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Demonstrated sensitivity and understanding when speaking with patients
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Demonstrated passion for speaking with people in an outgoing way
PHYSICAL DEMANDS:
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Location of job activities 100% inside
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Extensive manual dexterity (keyboarding, mouse, phone)
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Constant use of phone for communication
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Noise and/or vibrations exposure
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Frequently reach (overhead), handle, and feel with hands and arms
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Sit for prolonged periods of time
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Occasionally stoop, kneel, and crouch
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Occasionally lift, carry, and move up to 25 pounds
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.