Experienced Customer Support Coordinator / Intake Coordinator – Specialty Pharmacy and Patient Assistance Programs

At arenaflex, we are dedicated to supporting the patient journey by providing hub services, innovative technology, and decision-making data to pharmaceutical, biotechnology, and medical device innovators. Our team is passionate about making a difference in the lives of patients and healthcare professionals, and we are seeking an experienced Customer Support Coordinator / Intake Coordinator to join our dynamic team.

Job Summary:

As a Customer Support Coordinator / Intake Coordinator, you will play a critical role in handling inbound and outbound customer service inquiries, reviewing and assessing incoming referrals, and creating patient records in our database system. You will work closely with patients, prescribers, insurance companies, and internal partners to understand and resolve problems in a timely manner. Your excellent communication and problem-solving skills, combined with your ability to work independently and as part of a team, will make you a valuable asset to our organization.

Primary Duties and Responsibilities:

* Handle incoming customer service inquiries from patients, prescribers, insurance companies, external partners, or internal partners, and research and resolve problems in a timely manner.

• Create and/or edit patient records in our database system by entering demographics, insurance information, and prescription from incoming referrals.
• Initiate outbound telephone calls to patients for various reasons, such as to collect additional information to complete a benefit investigation or to explain the outcome of the benefit investigation.
• Make outreach to prescribers via phone, facsimile, or mail to request additional information needed for the completion of a benefit investigation, provide the benefit outcome, or inform them in the event that the patient is not being responsive to telephone calls or mailed letters.
• Attach incoming facsimile images to a new or existing patient record.
• Identify and escalate concerns received from patients, prescribers, partners, or insurance companies so that corrective action can be pursued accordingly.
• Generate letters and brochures for patients, prescribers, or partners.
• Document the outcome of all interactions associated with the patient record into the database system.
• Adhere to the quality, production, and turnaround standards associated with the assigned program.
• Report all Adverse Events (AE) disclosed in alignment with training and Standard Operational Procedures (SOP).
• Perform other duties as assigned, including adapting to changing priorities and deadlines.

Qualifications:

* High school diploma or equivalent

• One or more years of experience in a highly skilled and fast-paced call center environment, preferably in Specialty Pharmacy, Pharmacy Benefit Management (PBM), Commercial Insurance, or Patient Assistance Programs.
• Knowledge of medical terminology is preferred but not required.
• Detail-oriented, with excellent analytical, verbal, and written communication skills, and the ability to communicate with others at all levels.
• Ability to multi-task, independently prioritize, and meet deadlines in a high call volume environment.
• Excellent interpersonal and customer service skills, with a focus on customer satisfaction.
• Ability and initiative to work independently or as a team member.
• Ability to problem-solve and adapt to a dynamic work environment.
• Ability to learn quickly and type at least 35 words per minute.
• General computer knowledge, including proficiency in Microsoft Office applications.

Work Environment:

* The work environment is usually moderate, with occasional periods of high noise levels.

• Must be flexible on schedule and hours, with the possibility of overtime and weekend work.
• Must be willing to work in a fast-paced environment with changing priorities and deadlines.

Benefits:

* Competitive salary and benefits package

• Opportunities for career growth and professional development
• Collaborative and dynamic work environment
• Recognition and rewards for outstanding performance
• Comprehensive training and onboarding program
• Access to cutting-edge technology and tools
• Flexible work arrangements, including remote work options

How to Apply:

If you are a motivated and customer-focused individual with a passion for making a difference in the lives of patients and healthcare professionals, we encourage you to apply for this exciting opportunity. Please submit your resume and cover letter to [insert contact information]. We look forward to hearing from you!

Equal Employment Opportunity:

arenaflex is an equal employment opportunity employer. All qualified applicants will receive consideration for employment and will not be discriminated against based on race, color, sex, sexual orientation, gender identity, religion, disability, age, genetic information, veteran status, ancestry, or national or ethnic origin.

Shift:

The shift for this position is 8am - 5pm Eastern Time. Apply for this job