Patient Support Service Representative

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  "location": {
    "raw": "Lakeland, FL, US",
    "city": "Lakeland",
    "region": "FL",
    "country": "United States",
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  "salary_period": "hour",
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  "json_ld": {
    "url": "https://careers-knipper.icims.com/jobs/7161/patient-support-service-representative/job",
    "@type": "JobPosting",
    "title": "Patient Support Service Representative",
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    "datePosted": "2024-06-18T08:24:55.516Z",
    "description": "<h2>Overview</h2>\n<p></p>\n<p><strong>YOUR PASSION, ACTIONS & FOCUS is our Strength</strong></p>\n<p><strong>Become one of our Contributors</strong></p>\n<p><strong>Join the Caretria Team!</strong></p>\n<p> </p>\n<p>The Patient Support Representative supports patients and healthcare providers through inbound and outbound telephone support, as well as administrative functions.</p>\n<h2>Responsibilities</h2>\n<ul>\n <li>Support inbound and outbound phone lines for the pharmacy</li>\n <li>Answer calls, emails and/or other requests from patients and/or healthcare providers while meeting or exceeding service level goals</li>\n <li>Able to balance priorities, working with team members, between inbound calls, responding to inbound email requests and making outbound calls to messages left on voicemail</li>\n <li>Accurately and completely capture information and update systems appropriately</li>\n <li>Be flexible, organized and able to comply with constantly changing program business rules</li>\n <li>Investigate issues that cannot be resolved at the time of the initial call and follow through until issue resolution</li>\n <li>Provide first call resolution where possible.  Demonstrate the ability to triage or escalate calls when first call resolution cannot be performed to the patient’s satisfaction.</li>\n <li>Provide availability, tracking and shipping information for patient’s medication as needed</li>\n <li>Respond to program inquiries from patients, authorized representatives, healthcare providers, patient advocates and caregivers in a prompt, courteous and professional manner ensuring compliance with state and federal regulations.</li>\n <li>Report adverse events/product complaint inquires received in accordance with standard operating procedures and current good manufacturer practices.</li>\n <li>Execute day-to-day operations specific to the assigned program(s).</li>\n <li>Maintain patient confidentiality at all times.</li>\n</ul>\n<p><strong>The above duties are meant to be representative of the position and not all-inclusive.</strong></p>\n<h2>Qualifications</h2>\n<p><strong><u>MINIMUM JOB REQUIREMENTS</u>:</strong></p>\n<ul>\n <li>High school diploma or equivalent</li>\n <li>Two (2) years of work experience in a customer service or customer focused role</li>\n <li>Must have proven ability to provide consistently high-quality of service</li>\n</ul>\n<p><strong><u> </u></strong></p>\n<p><strong><u>PREFERRED EDUCATION AND EXPERIENCE</u>:</strong></p>\n<ul>\n <li>Associate Degree or technical school training in a related field</li>\n <li>One (1) year of work experience in pharmacy, managed care, Medicaid and/or Medicare organizations, pharmaceutical and/or biotech manufacturer, insurance, medical office, or related field</li>\n <li>Experience with HIPAA and patient services</li>\n <li>Bi-lingual, English and Spanish</li>\n</ul>\n<p> </p>\n<p><strong><u>KNOWLEDGE, SKILLS & ABILITIES</u>:</strong></p>\n<ul>\n <li>Demonstrated empathy and compassion</li>\n <li>Excellent verbal and written communication skills</li>\n <li>Excellent organization skills and detail oriented</li>\n <li>Balance multiple priorities to meet expected response deadlines</li>\n <li>Adaptable, flexible and readily adjust to changing situations</li>\n <li>Ability to work independently and as a member of a team</li>\n <li>Ability to comprehend and apply basic math principles</li>\n <li>Ability to apply logical thinking when evaluating practical problems</li>\n <li>Ability to present information and respond to questions from stakeholders</li>\n <li>Ability to interact with a diverse group</li>\n <li>Ability to listen and demonstrate a high degree of empathy</li>\n <li>Demonstrated computer skills includes Microsoft Word, Excel, and Outlook</li>\n <li>Display tact and diplomacy in response to unfavorable or negative situations</li>\n <li>Demonstrated sensitivity and understanding when speaking with patients</li>\n <li>Demonstrated passion for speaking with people in an outgoing way</li>\n</ul>\n<p><strong><u> </u></strong></p>\n<p><strong><u>PHYSICAL DEMANDS:</u></strong></p>\n<ul>\n <li>Location of job activities 100% inside</li>\n <li>Extensive manual dexterity (keyboarding, mouse, phone)</li>\n <li>Constant use of phone for communication</li>\n <li>Noise and/or vibrations exposure</li>\n <li>Frequently reach (overhead), handle, and feel with hands and arms</li>\n <li>Sit for prolonged periods of time</li>\n <li>Occasionally stoop, kneel, and crouch</li>\n <li>Occasionally lift, carry, and move up to 25 pounds</li>\n</ul>\n<p> </p>\n<p>Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.</p>\n<p> </p>\n<p>The expected base pay range for this position is $15.50–$15.80 per hour. The actual compensation for the position may vary based on market differences and on factors such as skills, experience, qualifications and can vary based on location and/or work schedule. In addition to base pay, CareTria offers a comprehensive benefits package. Full-Time benefits include access to health, dental, and vision insurance; retirement plan options; paid time off; paid parental leave; employee assistance programs; and other perks. Eligible employees may also have access to performance bonuses.</p>\n<p>CareTria is an Equal Opportunity Employer.</p>",
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          "@type": "PostalAddress",
          "postalCode": "33810",
          "addressRegion": "FL",
          "streetAddress": "350 Eagle Landings Drive",
          "addressCountry": "US",
          "addressLocality": "Lakeland",
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    "validThrough": "2027-06-18T08:24:55.516Z",
    "employmentType": "FULL_TIME",
    "hiringOrganization": {
      "name": "Knipper HEALTH",
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