Remote Patient Services Associate

Position: Remote Patient Services Associate

Location:

Job Id: 764

# of Openings: 0

• Company paid Short-term Disability (STD) 
• Increased competitive 401(k) company match up to 4% (eligible after 90 days of full-time employment) 
• 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 Long-Term 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 $5,000 per year 
• Competitive Compensation & Flexible Working 
• Competitive starting pay rates 
• Toll reimbursement program (valued at $678.60 per year) 
• Multiple shift options between 8 AM and 8 PM Monday – Friday (Training from 8:30-5 for all shifts through December 2024)   

• 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 state-of-the-art Headquarters building offering many amenities including collaborations spaces, outdoor dining, walking path, marketplace café, and more! 

• Relationship Management  
• Builds strong relationships with patients, prescribers, and stakeholders through clear communication, timely actions, and a genuine dedication to helping patients. 
• Manages all relationships in a manner that adheres to healthcare laws and regulations 
• Benefit Verification: 
• Verify patient benefits for major medical and pharmacy benefits plans. 
• Create a summary of benefits outlining the patient’s coverage, identifying any obstacles that might prevent a patient from accessing therapy.  
• Coordination of prior authorizations based on payer guidelines and in compliance with law, regulation or guidance.
• Patient Assistance: 
• Review patient assistance enrollment forms assessing patient eligibility as per SOPs and program guidelines. 
• Communicating the patient’s eligibility to the patient, healthcare provider, and/or consignment pharmacy.  
• Communications:  
• Performs program welcome calls to patients 
• Performs post Benefits Investigation calls to patients and physicians explaining coverage options 
• Manages healthcare provider inquiries, as applicable, pursuant to business rules
• Inbound Call Management: 
• Manages inbound calls as directed by the program-approved FAQs 
• Direct patients to internal or external resources as appropriate 
• Personalized Case Management: 
• Provides personalized case management to patients and healthcare providers, communicating benefit coverage and next steps in obtaining coverage 
• Leverages electronic tools to identify benefits and payer coverage; completes manual benefit investigation as needed 
• Coordinates with field-based nurse educators, as applicable to program, scheduling education services on behalf of the patient  
• Identifies peer support resources for patients 
• Coordinates shipment of product through patient assistance program and/or bridge program from the PharmaCord pharmacy 
• Proactively communicates needs for reverification of prior authorization or re-enrollment for patient assistance program 
• Reports adverse events, Product complaints, special situation reports and/or medical inquiries received in accordance with SOPs and the Business Rules 
• Documents all activities within the PharmaCord Lynk system in accordance with business requirements 
• Answer and assist inbound callers through resolution utilizing answers to frequently asked questions or by warm transferring callers to other appropriate individuals. 
• Actively listen to each customer, assess needs, and respond with demonstrated patience and courtesy. 
• Effectively uses our internal technology platform, PharmaCord Lynk, to complete claims processing and keep workflows moving. 
• Communicate with field reimbursement managers and sales representatives regarding the status of cases. Provide feedback where issues arise on how obstacles can be overcome to get patient on paid therapy. 
• Patient Services Associates are expected to be patient focused and committed to providing the highest quality customer service all while maintaining a sense of compliance and commitment to abiding by company policies and procedures. 

• Detail oriented  
• Service minded; focus on recognizing and meeting the needs of others (especially patients and care partners) 
• Ability to handle personal health information with confidentiality 
• Commitment to honesty and integrity 
• Accountability for results 
• Professional telephone etiquette 
• Self-awareness 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 self-worth 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; constant 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 needs of others, including patients and care partners 
• Clear and concise communication 
• Positive attitude!

• Bachelor's degree strongly preferred or equivalent experience required; completion of a high school diploma or GED is required 
• Customer service and healthcare industry experience strongly preferred 
• Ability to work an 8.5-hour shift between 8 am to 8 pm, Monday to Friday required. Assigned shifts may change depending on business need. 
• Bi-lingual in English and Spanish or is a plus 
• Possesses reliable internet with a minimum download speed of 30 mpbs and minimum upload speed of 10 mbps. 
• Must have a private, quiet location to set up your workstation, free from distractions, where you can maintain confidentiality and meet company expectations for remote work. 
• We are located in Jeffersonville, IN. PharmaCord does reimburse for tolls if applicable, at the frequent user rate. This rate is applied after 40 trips per month (valued at $678.60 per year). 
• Remote work eligibility is subject to all work from home criteria met and based on business need (Resident in the state of Indiana or Kentucky and reside 50+ miles from our HQ office.) 

• 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.  
• Due to investment in program specific training, candidates are expected to maintain role for a minimum of 6 months, or within a client-facing 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 case-by-case basis to assess business need and service impact.