Key skills
CRMCommunication
About this role
Role Overview
- Serve as the primary point of contact for patients, providers, and stakeholders
- Conduct inbound and outbound calls to support program services
- Perform insurance benefit investigations and verify coverage
- Support prior authorizations and appeals processes
- Assist with copay and patient assistance program enrollment
- Provide ongoing patient support and adherence coordination
- Document all interactions accurately and timely
- Deliver high-quality customer service across communication channels
- Collaborate with field representatives and internal teams
- Manage patient caseloads with timely follow-up
- Ensure compliance with HIPAA and regulatory requirements
- Identify and report adverse events and product complaints
- Troubleshoot issues and escalate as needed
- Support onboarding and training of new employees
- Meet quality standards and KPIs
- Perform additional duties as assigned
Requirements
- Bilingual
- Spanish speaker
- High School Diploma or equivalent
- 3–5+ years of experience in medical billing, reimbursement, or insurance verification
- Robust understanding of payer coverage and reimbursement (medical and pharmacy)
- Experience in a contact center or patient support environment
- Proficiency with Microsoft Office and CRM systems
- Strong written and verbal communication skills
- High attention to detail and multitasking ability
- Ability to work independently in a virtual environment
- Knowledge of HIPAA and data privacy requirements
- Must reside in the country where the role is posted
Benefits
- Health insurance
- Professional development opportunities