Contact Center Patient Access Specialist

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Inizio Engage

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

⚕️ Healthcare Insurance

☁️ SaaS

Healthcare Insurance • SaaS

Inizio Engage is a company that partners with clients in healthcare and beyond to drive strategic, commercial, and creative engagement solutions. Leveraging advanced analytics, unique methodologies, and a team of over 5,000 experts worldwide, Inizio Engage focuses on optimizing decision-making, enhancing patient solutions, and promoting healthcare professionals. The company designs experiences that inspire lasting change, enrich cultures, and enhance business performance. They specialize in areas like medical affairs, patient solutions, and omnichannel commercial engagement, aiming to improve health decisions and treatment outcomes globally.

📋 Description

• Maintain excellent quality and productivity standards for all client projects; adhere to project scripts and guidelines • Manage day to day activities of patient and health care provider support requests and deliverables across multiple communication channels in a Contact Center i.e. Phone, Fax, Chat, email, etc • Ensure all support requested is captured within the Case Management system • Serve as subject matter expert for program team responding to questions in a timely manner • Conduct quality call monitoring for program team as directed by program leadership • Escalate issues identified by self or project team to appropriate program leadership • Ensure timely processing and resolution of cases meeting productivity and quality requirements • Escalate complex cases, when appropriate • Coordinate all appropriate aspects of patient case management through to completion, using effective interpersonal skills to manage interactions • Educate Health Care Providers and patients on available on Patient Support programs and referral process to ensure timely case processing • Communicate effectively with payers, pharmacies, third party administrators and other departments • Perform in-depth research into patient's medication coverage (may include benefit investigation/prior authorization/appeals and available support programs) • Conduct Quality Monitoring • Follow all requirements associated with compliance to program guidelines and relevant regulations, including HIPPA and patient privacy.

🎯 Requirements

• High School Diploma required • Associates or Bachelor’s Degree preferred, or 1-2 years of healthcare/healthcare reimbursement experience • Working knowledge and experience with health insurance and Rx reimbursement • Understands HIPAA and privacy laws and requirements and maintains patient confidentiality • Experience with Adverse Event and Product Quality Complaint reporting preferred • Maintains compliance with program business rules, standard operating procedures, and guidelines • Outstanding case management/customer service skills required • Excellent interpersonal skills • Active and effective listening skills and creative problem-solving skills • Excellent written and oral communication skills • Passionate about learning and able to share/communicate that passion to others • Ability to work cross-functionally and exhibit teamwork and collaboration • Attention to detail and ability to follow up are essential • Self-motivated, with a sense of urgency • Can manage competing priorities at once • Strong planning and organizational skills • Ability to adapt quickly to changing environment • Individuals must demonstrate the ability to interact successfully in a dynamic and culturally diverse workplace.

🏖️ Benefits

• Competitive Compensation • Excellent Benefits – accrued time off, medical, dental, vision, 401k, disability & life insurance, paid maternity and paternity leave benefits, employee discounts/promotions • Employee discounts & exclusive promotions • Recognition programs, contests, and company-wide awards • Exceptional, collaborative culture • Best Places to Work in BioPharma (2022, 2023, & 2025) • Certified Great Place to Work (2022, 2023, 2025, & 2026)