Customer Experience Advocate

Customer Experience Advocate

Patient Shipping Specialist Location: Hybrid (3 days on site, 2 days remote) Open to candidates based in: Pittsburgh, PA

About the role: The Shipment Setup Specialist is a professional client facing role responsible for various functions, including accurate and timely response to client inquiries regarding patient-specific programs, performing shipment set up, enrollment of patients into a safe return program, and completing detailed documentation in various computer systems to ensure patients get their therapy in a quick and efficient manner from the Non-Commercial Pharmacy.

Responsibilities: Conduct initial and refill calls to patients informing them of available services as well as future targeted outreach to provide ongoing support. Complete shipment setup in the non-commercial pharmacy dispensing system. Ensure all calls are documented in various computer systems following business standards. Maintain frequent touchpoints through the outreach process to communicate progress to patients throughout their journey. Provide support, education, and status updates to regionally aligned field teams, HCP offices, and patients to ensure efficient referral processing, triaging, and shipment setups. Demonstrate the ability to prioritize and balance the needs of patients and HCP offices while meeting business needs. Provide concierge-level service to internal and external customers. Resolve any customer and client requests in a timely and accurate manner and escalate appropriately. Maintain frequent phone/email contact with internal operational staff. Utilize outbound faxes, internal systems, email alerts, and mailings per program guidelines. Strong compliance mindset, demonstrating clear understanding of patient privacy laws, regulatory standards and adverse event reporting. Coordinate shipments to HCP offices through utilization of an online shipment portal. Active participation in building and maintaining respectful, collaborative team relationships, exercising, and encouraging positivity. Other duties as assigned.

Required Qualifications: High school diploma Experience in a pharmacy or healthcare setting Experience as a case manager or call center representative Ability to communicate effectively both orally and in writing with a focus on customer satisfaction Empathy, drive and commitment to exceptional service Ability to build productive internal/external working relationships Ability to proficiently use Microsoft Excel, Outlook and Word

Payrate: $23.50 per hour