Remote Healthcare Customer Service

A-Line Staffing Solutions is seeking a Senior Patient Access Coordinator to work remotely. The role involves managing patient care processes, conducting benefit verifications, and ensuring exceptional patient experiences through effective communication with healthcare providers and patients.

Responsibilities:

• Receive inbound and outbound calls from patients, healthcare provider offices, SPs, and customers, striving for one-call resolution
• Manage the entire care process with a sense of urgency from benefit investigation/verification to medication delivery, ensuring an exceptional patient experience
• Conduct benefit verifications and collaborate with various healthcare providers, including physicians, specialty pharmacies, and insurance companies, to ensure seamless coordination of patient care and timely access to necessary services
• Assist in obtaining insurance, prior authorization, and appeal requirements and outcomes
• Help patients understand their insurance plan coverage, including out-of-pocket costs, and provide guidance on the appeals process if needed
• Resolve patient's questions and any representative for the patient’s concerns regarding status of their request for assistance
• Demonstrate expertise in payer landscapes and insurance processes. Remain knowledgeable about long and short-range changes in the reimbursement environment including Medicare, Medicaid, Managed Care, and Commercial medical and pharmacy plans while planning for various scenarios that may impact prescribed products
• Process enrollments via fax, phone, and electronically as needed
• Scrutinize forms and supporting documentation thoroughly for any missing information or new information to be added to the database

Requirements:

• 2-4 years of industry experience with patient-facing or high touch customer interaction experience
• Strong people skills that demonstrate flexibility, persistence, creativity, empathy, and trust
• Robust computer literacy skills including data entry and MS Office-based software programs
• Excellent written and oral communication, mediation, and problem-solving skills, including the ability to connect with patients, caregivers, and providers
• Previous Hub or Patient Support Service experience
• High School diploma or equivalent
• Knowledge of Medicare (A, B, C, D), Medicaid & Commercial payers policies and guidelines for coverage
• Strong understanding of pharmaceutical therapies, disease states, and medication adherence challenges