Patient Support Specialist

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🍂 Massachusetts – Remote

🍂 Massachusetts – Remote

💵 $33 - $50 / hour

⏰ Full Time

🟢 Junior

💝 Customer Support

🚫👨‍🎓 No degree required

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Merck KGaA, Darmstadt, Germany

WebsiteLinkedInAll Job Openings

10,000+ employees

🧬 Biotechnology

🏥 Healthcare

💊 Pharmaceuticals

Biotechnology • Healthcare • Pharmaceuticals

Merck KGaA, Darmstadt, Germany is a global science and technology company active in life sciences, healthcare and electronics. In the United States and Canada it operates under the business names MilliporeSigma (life science), EMD Serono (healthcare) and EMD Electronics (electronics) and is distinct from Merck & Co. The company emphasizes research and development, digital transformation (IT/OT convergence, data & analytics), sustainability, and talent development to advance human progress.

📋 Description

• Deliver high-touch phone support to patients, caregivers, and providers on specialty medication access, benefits verification, prior authorizations, and appeals • Guide patients through insurance reimbursement, copay cards, and financial assistance programs to eliminate affordability barriers • Investigate coverage and document case activities in compliance with program guidelines, HIPAA regulations, and First Call Resolution targets • Resolve complex, escalated reimbursement challenges using root cause analysis and solutions-focused critical thinking • Serve as a senior subject matter expert and informal mentor to Patient Support Specialist peers, sharing best practices on access workflows • Identify operational inefficiencies and propose solutions to streamline reimbursement processes and enhance patient care • Monitor team performance, uphold service standards, and manage high-level escalations alongside management • Bridge communication between leadership and the PSS team by reporting key performance metrics, aligning operational strategy, and driving cultural competence • Work Monday through Friday from 11:30am to 8pm

🎯 Requirements

• Bachelor’s Degree in any discipline and 1+ year of reimbursement, pharmacy technician, and/or customer care experience in the medical or health insurance field; or High School Diploma/GED and 4+ years of such experience • External applicants must be eligible to work in the US • No sponsorship for work authorization • Preferred: Experience with Salesforce/SFDC • Preferred: Proficiency with Microsoft Suite • Preferred: Data entry experience • Preferred: Organization skills • Preferred: Excellent verbal and written communication • Preferred: Ability to run multiple systems simultaneously • Preferred: Ability to thrive in a fast-paced, high-volume environment • Preferred: Bilingual English/Spanish • Preferred: Customer-centric mentality and collaborative team mindset

🏖️ Benefits

• Position may be eligible for sales or performance-based bonuses • Health insurance • Paid time off (PTO) • Retirement contributions • Other perquisites • Opportunities for personal development and career advancement • Inclusive and flexible working culture