Patient Support Specialist

Job Description:

Essential Duties and Responsibilities

• Respond to inbound and outbound calls related to patient access to care and reimbursement support.
• Assist patients, physicians, and pharmacies with copay assistance program support.
• Deliver a high-touch “white glove” customer service experience throughout the patient journey.
• Provide program information, eligibility support, reimbursement assistance, and issue resolution.
• Escalate complex issues to Program Management, IT, or Patient Support teams as needed.
• Process claims and support call center operations based on business needs.
• Maintain professionalism, empathy, and excellent communication with patients and healthcare providers.

Minimum Requirements

• High School Diploma or GED required.
• Minimum 1 year of healthcare, patient support, case management, or call center experience preferred.
• Strong communication and customer service skills.
• Ability to multitask in a high-volume environment.
• Strong attention to detail and problem-solving skills.
• Ability to adapt to changing situations and priorities.

Preferred Qualifications

• Experience with pharmacy benefits, healthcare insurance, or medical billing.
• Experience in high-volume contact center environments.
• Bilingual English/Spanish preferred.
• Experience with third-party systems such as SelectRx, Pro-Care, or FSV.
• Experience with call center software such as Five9 or In-Contact.

Critical Skills Needed

• Patient support and customer empathy
• Call center support
• Healthcare communication
• Case management
• Reimbursement assistance
• Problem-solving
• Emotional intelligence

Technical Skills

• Five9
• In-Contact
• Microsoft Office
• Third-party healthcare systems
• Claims processing systems

Education

• High School Diploma or GED required