At our company, we move fast, adapt quickly, and turn challenges into opportunities—all while keeping quality at the heart of everything we do. We believe that work should be a positive and respectful place, and that with the right mindset, anything is achievable.
Fulfill the essential promise of pharmacy care and help people to live to their healthiest, happiest, and fullest potential.
To be the disruptive force that drives meaningful change within pharmacy services.
Summary
The Specialty Hub Advocate maintains a high level of interaction with Hub Pharmacy patients and physicians to ensure prescriptions are being filled and delivered correctly, and that the patient is taking the medication properly
Essential Duties and Responsibilities
- Acts as a liaison between patients and the provider's office and fulfillment pharmacy
- Responsible for ensuring all necessary information, including insurance verification, is available to process prescription orders
- Assist in collecting clinical outcomes data from patients and assist in tracking the data within the software system
- Responsible for explaining client programs and services to patients and provider's office staff
- Communicates with provider and patient for prescription refills
- Refers any medication or illness related question or concerns to a board licensed healthcare professional
- Responsible for processing prescription refills through pharmacy dispensing software
- Maintains documentation of calls to and from patients and providers
- Contact patients to schedule deliveries, confirm address, inform of any co-payment information, and notify of payment responsibilities
- Refers under/uninsured patients to appropriate patient assistance programs and assists with applications
- Communicates patient status to provider's office/clinics
- Maintains patient confidentiality
- Demonstrate an ability to solve problems and work independently
- On-boards new patients to Hub pharmacy ensuring high patient satisfaction which includes setting up correct supplies, copay assistance, and conveying patient financial responsibility
- Adjudicate New and Refill prescriptions by working both Claims to adjudicate queues
- Perform Rx Setup/RX Entry functions
- Perform verification of benefits
- Resolving issues resulting in rejected claims
- Assist in managing the prior authorization process to include, but not limited to, initiating prior authorization requests, working with providers to correctly submit prior authorization requests, follow-up on status of pending prior authorization requests and more
- Assist with Prior Authorization appeals
- Directing patient with approved Prior Authorization to designated pharmacy for fulfillment
- Assist in the renewal of prior authorization requests
- Assist in the renewal of prescriptions
- Assist in managing the processing time of new patient referrals and new prescription orders
- Demonstrates high level of empathy when communicating with patients
- Performs other duties and responsibilities as assigned
Education and Experience
- High School Diploma or equivalent
- One-year related customer service experience
- Previous insurance experience and medical or pharmacy background is preferred
- Required-Meet state requirements of national certification (CPhT) or other board approved training program, if required by state
Knowledge, Skills, and Abilities
- Time management
- Oral and written communication skills
- Professionalism
- Customer service skills
- Ability to multitask and be detail oriented
- Ability to work efficiently without creating distraction or disruption to other employees
- Ability to relate well and communicate effectively with other employees and patients
- Ability to work well with various personalities and work as a team
- Should be independent and self-motivated
- Ability to work and accomplish goals with little to no supervision
- Organizational skills
- Must be dependable and maintain levels of confidentiality
- General knowledge of internet navigation and research
- Knowledge of e-mail, fax transmission, and copy equipment are essential
Work Environment / Physical Demands
This position is in a typical office environment which requires prolonged sitting and standing in front of a computer. In addition, this position requires hand-eye coordination and manual dexterity sufficient to operate standard office equipment, including the operation of standard computer and phone equipment. May have occasional high stress when dealing with customers/clients and employees. This position may be required to work long hours.
EOE M/F/D/V
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