Position:  Specialty Support Advocate
Location:  Remote
Job Id:  428
# of Openings:  1
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. 
Our Vision:  
Fulfill the essential promise of pharmacy care and help people to live to their healthiest, happiest, and fullest potential. 
Our Mission:  
To be the disruptive force that drives meaningful change within pharmacy services.
 
Summary 
The Specialty Support Advocate maintains a high level of interaction with client patients to ensure secondary insurance is obtained, recorded, and loaded to reduce out-of-pocket costs for qualifying medications through handling of inbound and outbound calls. This is a critical position requiring excellent customer interaction skills. Individual is expected to enhance member satisfaction by responding to incoming phone calls with professionalism and compassion. Problem-solving skills are essential in addition to a service mindset.  
 
Shift Monday to Friday: 9:30 to 6pm.
 
Essential Duties & Responsibilities 
  • Acts as a liaison between WellDyne Specialty, patients, and the client.  
  • Responsible for ensuring all necessary information is accurate to process secondary insurance 
  • Assist in collecting copay card information from patients, copay card manufacturers, prescribers, and pharmacies 
  • Assist in tracking copay card data within the software system 
  • Maintains documentation of calls to and from patients and providers 
  • Contacts patients to obtain co-payment information and explain the process 
  • Refers under/uninsured patients to appropriate patient assistance programs and assists with applications 
  • Perform outbound calls to collect copayment information  
  • Handle inbound calls from members 
  • Respond in a prompt, professional, and courteous manner to member questions regarding copayment information  
  • Use computer to access member records  
  • Monitor, address, and handle inquiries from designated email box  
  • Maintains patient confidentiality 
  • Demonstrate an ability to problem solve and work independently 
  • Prior demonstration of attention to detail by accurately inputting data into software 
  • Performs other duties and responsibilities as assigned 
  • Proficiency in navigation and updating information in Excel 
 
Education and Experience 
  • High School Diploma or equivalent required  
  • PBM or healthcare industry experience desired 
  • One year related customer service experience highly preferred 
  • Previous insurance experience and medical or pharmacy background is preferred 
  • State Registration preferred 
  • PTCB certification preferred 
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 and without creating distraction or disruption to other employees 
  • Ability to  handle difficult people and problems professionally 
  • Ability to relate well, communicate effectively with other employees and patients, and work with various personalities as a team 
  • 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  
  • Moderate knowledge of Microsoft Suite (Word, Excel, and Outlook) 
 
Work Environment/Physical Demands 
This position is in a typical office environment which required prolonged sitting and standing in front of a computer. In addition, this position required 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. 
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WellDyne