Customer Experience Advocate

Customer Experience Advocate

Pittsburgh, PA, US

Contact Center

High School or equivalent

Full Time, Temporary

$23.50

Experienced (Non-Manager)

Remote

Healthcare Services

Second Shift (Afternoon)

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