The Patient Care Advocate provides new and existing patients with the best possible patient experience in relation to their prescriptions, clinical services, billing inquiries, feedback and suggestions. As the first-line of contact to patients and stakeholders, the patient care advocate will set the tone for how our company and services are experienced.
Job Responsibilities - Receives inbound calls and performs outbound calls to patients or physician's offices regarding orders for medications, pharmacy services and any other non-clinical inquiries.
- Adds or updates insurance and pharma information in patient's record, or collect insurance information and alert appropriate teams to update the patient's account.
- Creates patient activities as a reminder for the following tasks including but not limited to follow-up calls for patients, to initiate discharge of services, to contact a patient's doctor office, to mail a letter to a patient.
- Completes client and/or pharma-specific duties to satisfy the needs and expectations of customers.
- Works collaboratively on disease-focused teams to provide best-in-class customer service.
- Connects patients with pharmacists for counseling and clinical inquiries as required.
- Completes all additional special handling duties as assigned including but not limited to drug shipment notifications and Adverse Drug Event Reports.
- Escalates calls to clinicians, insurance verification teams, specialized teams as required.
- May work on special projects and/or programs, provide bi-lingual support and be cross-trained in other departments including but not limited to specialized, support, and new patient/enrollment teams as required.
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