Bilingual Patient Access Specialist (Inbound)

Job Summary

As an Inbound Patient Access Specialist, you will advocate for patient members by guiding them through the complexities of obtaining medications efficiently and cost-effectively. You will manage inbound communications to ensure members receive timely enrollment in drug savings programs and experience world-class customer service regarding their pharmacy benefits by providing a one-call resolution.

What you will do

• Educate patient members about their pharmacy benefits and help them source medications they need through various programs.
• Provide support to/ assist members, providers and pharmacies via inbound phone calls, email, and other appropriate communication channels
• Handle inbound calls pertaining to enrollment in drug savings programs and resolve their inquiries.
• This role's success metrics include providing one-call resolution to members, providers, and pharmacies
• This role will gather any missing necessary information to successfully resolve the case, with emphasis on a one-call resolution approach.
• This role requires good understanding of all Patient Access savings programs
• Coordinate with members, physicians, drug manufacturers, and pharmacies to facilitate enrollment in savings programs.
• Manage every call by accurately resolving the issue, demonstrating compassion, meeting compliance requirements, and ensuring a hassle-free experience for our Members
• Provide empathetic support to patients by phone, email, and other channels
• Maintain impeccable documentation, responsiveness, timeless of response with follow-up of each member call
• Have a patient-centric mindset and a high sense of urgency to solve requests
• Work with sensitive information while upholding PHI and HIPAA standards.
• Stay updated on organizational processes and policies to maintain compliance and ensure service quality.
• Organize case details per required standards and keep track of multiple tasks to ensure optimal productivity in a fast paced environment.
• Achieve or exceed specific key performance indicators and meet service level expectations to maintain high-quality service standards.
• Consistently maintain quality assurance standards and strict adherence to schedule, contributing to the overall efficiency and reliability of support.

What You Will Bring To SmithRx

• Candidates must be locally based. Potential to work from home four days per week based on performance, after 60 days of onsite onboarding
• Requires 100% attendance during training period
• High School diploma or GED or equivalent required
• 2+ years of experience in healthcare call center environments handling inbound call is required. Outbound call experience is preferred,
• Proficiency in Windows, MS Office, G-Suite required. Salesforce experience preferred.
• Knowledge and understanding of pharmacy benefits manager (PBM) systems and processes is preferred
• Knowledge of health insurance plans and medication reimbursement processes is preferred
• Understanding of drug savings programs and patient assistance programs is preferred
• Exceptional verbal and written communication skills.
• Demonstrated professionalism, active listening, and empathetic conversational skills.
• Ability to multitask, prioritize effectively, and manage time efficiently.
• Ability to quickly identify issues, determine the best course of action, and resourcefully find solutions to complex problems.
• Ability to learn and adapt to new technologies and processes quickly.
• Critical thinking skills with the capability to navigate through ambiguity and adapt to change.

What SmithRx Offers You

• Competitive pay - $23 per hour with opportunity for promotion and increased pay within 6+ months
• Highly competitive wellness benefits including Medical, Pharmacy, Dental, Vision, and Life and AD&D Insurance
• 3 Weeks Paid Time Off
• 12 Paid Holidays
• Paid Parental Leave Benefits
• Flexible Spending Benefits
• 401(k) Retirement Savings Program
• Short-term and long-term disability
• Wellness Benefits
• Commuter Benefits
• Employee Assistance Program (EAP)
• Well-stocked kitchen in office locations
• Professional development and training opportunities

Compensation & Benefits

• Base Salary: The range listed above reflects our standard pay scale and actual pay will vary based on work location, job level, job-related knowledge, skills, and experience.
• Total Rewards: In addition to base pay, this role may be eligible for bonuses, commissions, or equity. SmithRx offers a variety of benefits to help you live well, including: time off programs, medical, dental, vision, mental health support, paid parental leave, life and disability insurance and 401(k).

• Individual offers are tailored to your geography, experience, skills, and education.
• Your recruiter can share more specific details during the hiring process.
• In the meantime, feel free to explore our comprehensive benefits here.