Customer Support/Data Entry

Customer Support/Data Entry

Fully Remote • Remote Worker – N/A

Description

From Intake to Outcomes, CareMetx is dedicated to supporting the patient journey by providing hub services, innovative technology, and decision-making data to pharmaceutical, biotechnology, and medical device innovators.

Description

POSITION SUMMARY:

Under the general supervision of the operational program leadership, The Customer Support Coordinator (CSC) / Intake Coordinator (IC) maybe a hybrid role between Customer Support and Data Entry functionalities based on the needs of the business.

In this role the individual may be responsible for handling all inbound and/or outbound customer service inquiries via telephone from a patient, prescriber, insurance company, pharmacy, or an internal partner as well as review and assess incoming referrals to ensure requirements are met before a patient record is created in the database system.

In this role the individual works to understand and solve problems in a timely manner. They document all interactions into the database and escalate issues as necessary.

PRIMARY DUTIES AND RESPONSIBILITIES: • Handle incoming customer service inquiries from patients, prescribers, insurance companies, external partners, or internal partners. Research and resolve problems in a timely manner. Assist the callers by helping them understand the need for additional information to complete the benefits investigation process, or transfer of the case to the pharmacy partner. • Create and/or edit a patient’s record in the database system by entering demographics, insurance information, and prescription from incoming referrals (referrals are received via incoming phone calls, facsimile, or a prescriber web portal). • May initiate outbound telephone calls to patients for various reasons such as to collect additional information to complete a benefit investigation, or to explain the outcome of the benefit investigation conducted by the Reimbursement Specialist among other reasons. • May make outreach to a prescriber via phone, facsimile, or mail to request additional information needed for the completion of a benefit investigation, provide the benefit outcome, or inform them in the event that the patient is not being responsive to telephone calls or mailed letters among other reasons. • Attach incoming facsimile images to a new or existing patient record. • May identify and escalate concerns received from patients, prescribers, partners, or insurance companies so that corrective action can be pursued accordingly. • Generate letters and brochures for patients, prescribers, or partners. • May document the outcome of all interactions associated with the patient record into the database system. • Adhere to the quality, production, and turnaround standards associated with the assigned program. • Reports all Adverse Events (AE) disclosed in alignment with training and Standard Operational Procedures (SOP) • Other duties as assigned – Duties, responsibilities and activities may change or new ones may be assigned at any time with or without notice.

Qualifications

EXPERIENCE AND EDUCATIONAL REQUIREMENTS: • High school diploma or equivalent • One or more years of experience in a highly skilled and fast paced call center environment. Call center experience in Specialty Pharmacy, Pharmacy Benefit Management (PBM), Commercial Insurance, or Patient Assistance Programs preferred, but not required. • Knowledge of medical terminology preferred, but not required.

MINIMUM SKILLS, KNOWLEDGE AND ABILITY REQUIREMENTS: • Detail oriented, good analytical skills, verbal and written communication skills, with demonstrated ability to communicate with others at all levels • Ability to multi-task, independently prioritize and able to meet deadlines in a high call volume environment. • Excellent interpersonal and customer service skills with a focus on customer satisfaction. • Ability and initiative to work independently or as a team member. • Ability to problem solve. • Committed to high standards and accountability. • Ability to type at least 35 words per minute • Ability to adapt to a dynamic work environment • Ability to learn quickly • General computer knowledge including proficiency in Microsoft Office applications required

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