Customer Service Specialist at Hy-Vee, Inc. · Amber…

Summary: Amber Specialty Pharmacy is dedicated to unmatched patient care, and they are seeking a Customer Service Specialist to manage day-to-day customer service activities for assigned clients. The role involves handling inbound and outbound patient calls, facilitating consultations, and ensuring excellent customer service throughout patient interactions. Responsibilities: - Explains all Company programs and services to patients and provider’s office staff, including what to expect with Company specialty services, contents of shipments, and patient rights - Acts as a liaison between Company, patients, insurance, Pharma, and provider’s offices via phone, fax, and email communications - Contacts patients to provide onboarding welcome calls, schedule new medication deliveries, confirm demographic and address information, and inform them of any copayment responsibilities - Enters data requirements into tracking software. Transfers call to clinical staff for clinical education/assessment activities - Places monthly refill reminder calls to patients; refers patients to the clinical pharmacist or nurse as needed - Communicates with patients as needed based on prescription refills and refers any medication or illness-related questions or concerns to a board-licensed healthcare professional, including but not limited to pharmacists, nurses, or supervised pharmacy interns - Notifies appropriate staff of relevant information gathered during calls to providers or patients that may affect a patient’s disease state, medication regimen or method of funding - Records and processes orders and/or inquiries received by mail, telephone and/or through direct patient contact - Provides timely response to patient inquiries by telephone and/or email in an inbound or outbound manner, consistent with service and quality standards - Maintains documentation of calls to and from patients, caregivers, insurance, providers, and Pharma - Creates patient activities as a reminder for the following tasks, including, but not limited to, follow-up calls, clinical assessments, referrals to Case Management, initiation of discharge, patient letter mailings, or other reminders as it relates to the patient’s care - Must maintain the established workflow within the patient care department and adhere to the company/department’s Policy and Procedure manual - Adheres to all company policies as indicated in the handbook and directives issued by management. Has reviewed Policy and Procedure manual Required Qualifications: - High School Diploma or equivalent - Working knowledge of the healthcare industry - HIPAA trained and /or the ability to work with and protect highly confidential patient and employee information - Proficient with MS Excel, Word, and Outlook - Demonstrated ability to meet tight deadlines - Must be detail oriented with a high degree of accuracy - Ability to work with all levels of internal management and staff, as well as outside clients and vendors - Must be able to remain in a stationary position up to 90% of the time - The person in this position needs to occasionally move about inside the office to access file cabinets, office machinery, etc., and traverse conferences, meetings, and remote events - Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine, and computer printer - The ability to communicate information and ideas so others will understand. Must be able to exchange accurate information in these situations - The ability to observe details at close range (within a few feet of the observer) - Candidates must be able to pass a pre-employment drug test, background check, and health screening (if applicable) Preferred Qualifications: - Working knowledge of Medicare, Medicaid, and Commercial Insurance related to pharmacy billing, prior authorizations, insurance verification, and medical terminology preferred - Must be knowledgeable in Medicare, Medicaid, Commercial insurance, and renal programs and how they apply to transplant and specialty patients - Knowledgeable in the process of insurance verification and online prescription adjudication Required Skills: MS Excel, MS Word, Microsoft Outlook, Medicare, Medicaid, Commercial Insurance, Pharmacy Billing, Prior Authorizations, Insurance Verification, Medical Terminology, HIPAA Compliance Benefits: Six paid holidays