• Build and maintain trusted relationships with patients by demonstrating proactive communication delivering timely and accurate services and showing a strong commitment to patient wellbeing.
• Ensure all interactions and relationship management practices comply with relevant healthcare laws and regulations.
• Demonstrate prior experience working with pharmacy benefit products and patients or in immunology practices to better understand patient needs and concerns.

• Conduct program welcome calls to patients engaging them effectively and explaining available services and resources for their support.
• Utilize motivational interviewing techniques to actively involve patients in goal setting and achieving their healthcare objectives.
• Perform post Benefits Investigation calls to patients clearly explaining coverage options to enhance patient understanding.
• Effectively handle all client inquiries that cannot be resolved through standard reporting processes.
• Address patient inquiries in accordance with applicable business rules providing accurate and helpful information.
• Articulate complex reimbursement and billing information in a clear and concise manner to ensure patients comprehend their coverage benefits and financial responsibilities.

• Handle inbound calls as per the programapproved Frequently Asked Questions (FAQs).
• Exhibit excellent customer service skills even in a fastpaced environment and deescalate any challenging situations in a professional and appropriate manner.
• Triage patients to appropriate internal or external resources depending on their needs and requirements.
• Ensure proper documentation and recording of patient enrollment into the program following established business rules.

• Provide patients with comprehensive information and education about products including the course of treatment insurance coverage benefits anticipated outofpocket costs potential financial assistance resources and ongoing treatment support.
• Proactively manage assigned cases and tasks to maintain service levels and deliver excellent customer service to patients.
• Empower and inspire patients to take charge of their therapy plan as prescribed by their healthcare provider.
• Leverage electronic tools to identify benefits and payer coverage conducting manual benefit investigations when necessary.
• Identify and communicate patients plan benefit coverage including any prior authorization appeal tier exception or formulary exclusion requirements.
• Utilize electronic resources to obtain benefit coverage outcomes and if needed conduct outbound calls to payers and healthcare providers for followup.
• Support adherence services through the coordination of nurse followup as applicable to the program.
• Identify and recommend peer support resources for patients to enhance their treatment experience.
• Coordinate the shipment of products through patient assistance programs and/or bridge programs from the PharmaCord pharmacy.
• Proactively communicate the need for reverification of prior authorization or reenrollment for patient assistance programs.
• Report adverse events product complaints special situation reports and medical inquiries in accordance with established SOPs and Business Rules.
• Document all activities within the PharmaCord Lynk system to maintain accurate and uptodate records adhering to business requirements.

Requirements:

• Commitment to the mission of care coordination
• Passionate trustworthy and empathetic when working with patients.
• Good communication and interpersonal skills and ability to speak concisely to patients
• Flexible and adaptable in response to changing patient and healthcare providers needs
• Professional telephone etiquette
• Selfawareness of your own emotions and the potential impact on others
• Basic computer knowledge
• Ability to multitask effectively
• Ability to recognize emotions and their effects
• Sureness about selfworth and capabilities
• Manage disruptive impulses
• Maintain standards of honesty and integrity
• Takes responsibility for performance
• Adapts and handles change with flexibility
• Is innovative and open to new ideas
• Achievement driven; constantly striving to improve or to meet a standard of excellence
• Aligns with the goals of the group or organization
• Ready to take initiative and act on opportunities
• Be optimistic and pursue goals persistently despite obstacles and setbacks
• Be service oriented and anticipate recognize and meet the needs of others including patients and care partners
• Positive attitude!

Physical Demands & Work Environment:

• This is an officebased position the ability to sit for extended periods of time is necessary
• While performing the duties of this job the employee is regularly required to talk or hear. The employee is frequently required to sit for long periods of time use hands to type handle or feel; and reach with hands and arms. Must be able to type 35 WPM with 97 accuracy.
• Although very minimal flexibility to travel as needed is preferred.
• This job operates in a professional office environment. This role routinely uses standard office equipment such as computers phones photocopiers etc.
• This position requires ability to work a standard 8.5hour standard shifts between our business operating hours of 8am 11pm Monday through Friday. A shift will be assigned and may change depending on business need.
• Due to investment in program specific training candidates are expected to maintain role for a minimum of 6 months or within a clientfacing role prior to being considered eligible for lateral or promotion level move. PharmaCord is committed to creating a strong company culture that values collaboration employee development and promotion from within. Exceptions will be reviewed on a casebycase basis to assess business need and service impact.

Once you land this position youll get to enjoy:

• Company paid Shortterm Disability (STD)
• Increased competitive 401(k) company match up to 4
• Affordable Medical Dental and Vision benefits PharmaCord covers 75 of Medical Premiums for our employees
  • Wellness discounts of up to $260 per year for participation in wellness program
• Annual HSA employer contribution
• Company paid and voluntary Life Insurance options
• Voluntary Life AD&D and LongTerm Disability Insurances
• Paid Parental Leave of Absence
• Wellness and Employee Assistance Programs
• PTO benefits flex days and paid holidays
• Employee Referral Program
• Ambassador Program
• Tuition reimbursement program up to $5000 per year

• Competitive starting pay rates
• Toll reimbursement program (valued at $678.60 per year)
• This role may be eligible for a hybrid schedule 50 in office 50 remote). To qualify for a hybrid schedule you are required to work a minimum of 6 months onsite at our headquarters location. You must show youve successfully completed training are in good performance and attendance standing and are consistently meeting KPIs as outlined within the program business rules.
• Multiple shift options between 8 AM and 11 PM Monday Friday

• Working for PharmaCord voted Best Places to Work in Kentucky for 2019 and 2021
• Work for a company that values diversity and makes deliberate efforts to create in inclusive workplace
• Opportunities for advancement with a company that supports personal and professional growth
• A challenging stimulating work environment that encourages new ideas
• Exposure to many learning and development opportunities
• Playing a crucial part in the lives of our patients physicians and pharmacies by enhancing the patient services experience
• Our new state of the art Headquarters building offering many amenities including collaborations spaces outdoor dining walking path marketplace caf and more!