Customer Care Representative - Inbound Contact Center

About the Role

We are seeking dedicated and empathetic customer care representatives to join our expanding inbound contact center team. In this position, you will be the initial point of contact for patients, healthcare providers, pharmacies, and other stakeholders. Your role focuses on providing exceptional, personalized service by employing empathy, active listening, and efficient problem-solving to ensure that every customer feels valued and supported throughout their medication access journey. Ideal candidates thrive in fast-paced environments and take pride in delivering superior customer experiences.

Key Responsibilities

• Respond promptly to a high volume of inbound calls from customers and healthcare providers.
• Deliver tailored, white glove customer service during each interaction.
• Actively listen to customers, assess their needs, and provide accurate information and solutions.
• Conduct benefits investigations and insurance verifications to assess patient eligibility, coverage, and reimbursement details.
• Provide assistance to patients, providers, and pharmacies throughout the pharmacy HUB workflow.
• Support processes such as prior authorizations, appeals, copay assistance programs, and Patient Assistance Programs (PAP) when applicable.
• Maintain detailed and precise documentation of customer interactions, including case notes and case management records.
• Operate multiple computer systems simultaneously while engaging with customers.
• Adhere to performance standards, including quality, productivity, attendance, and schedule compliance.
• Uphold confidentiality standards and comply with HIPAA, PHI, and all applicable healthcare privacy regulations.
• Collaborate with teammates and leadership to enhance the overall customer experience.
• Adapt seamlessly to evolving processes, technology, and business needs.

Qualifications

• Minimum of a high school diploma or GED.
• At least three years of experience in customer service roles.
• Proven experience handling HIPAA and PHI compliance requirements.
• Strong written and verbal communication skills.
• Ability to maintain composure, professionalism, and empathy during challenging conversations.
• Excellent problem-solving and critical thinking abilities.
• Competent in managing high-volume call environments.
• Strong computer proficiency and ability to navigate several applications simultaneously.
• Exceptional attention to detail with effective documentation and case management skills.
• Dependable attendance and punctuality.
• Self-motivated and able to work independently in a remote setting.
• Positive demeanor and eagerness to learn.

Preferred Experience

• Familiarity with manufacturer HUB operations.
• Experience with Patient Assistance Programs, copay assistance, prior authorizations, and appeals.
• Background in medical billing and reimbursement processes.
• Exposure to specialty pharmacy or specialty medication support.

Work Schedule

• Full-time position, Monday to Friday.
• Eight-hour shifts scheduled between 8:00 AM and 8:00 PM Eastern Time.
• Includes a 30-minute unpaid lunch break.
• Potential for overtime, including occasional mandatory overtime based on business demands.

Remote Work Requirements

• Company provides necessary computer equipment.
• Employees must have reliable high-speed internet access.
• A quiet, distraction-free workspace is required to ensure professional customer interactions.
• Ability to maintain a secure workspace to protect sensitive customer data.

Why Join Us?

• Paid training program provided.
• Monday to Friday work schedule.
• Potential overtime opportunities.
• Supportive leadership and collaborative team environment.
• Opportunities for professional growth and career advancement.
• Meaningful work that positively impacts customers daily.

Success Indicators

Ideal candidates demonstrate a genuine passion for assisting others, efficiently handle a high volume of inbound calls, accept accountability, and consistently provide compassionate and professional customer service. Success includes supporting patients in insurance verification, benefits investigation, medication access, and pharmacy HUB processes, while maintaining accurate records, safeguarding confidential information, and ensuring customers leave each interaction satisfied.