Patient Contact Center Representative

This is a fully remote position, open to applicants in Virginia.

📋 Description

• Manage a substantial volume of both inbound and outbound calls, adhering to established scripts and protocols while actively engaging with patients and caregivers to evaluate their needs and organize subsequent actions, including the confirmation or rescheduling of new patient appointments.

• Offer detailed information regarding pharmacy services, such as medication delivery, refill scheduling, and prescription status updates.

• Accurately record all interactions within pharmacy and CRM systems.

• Direct calls to pharmacists or relevant pharmacy team members based on clinical or urgent requirements.

• Support patients with insurance inquiries, co-pay concerns, prior authorizations, and general pharmacy-related questions.

• Elevate intricate or sensitive issues to supervisors or pharmacists as necessary.

• Adhere to quality assurance standards for every call, including compliance with HIPAA regulations and internal operating procedures.

• Achieve contact center performance metrics, such as average handle time, call resolution rate, and quality scores.

• Engage in ongoing training to remain updated on pharmacy policies, procedures, and systems.

⛳️ Requirements

• Minimum of 1 year experience in a contact center, patient-facing provider office, or customer service role.

• Demonstrated ability to handle a significant volume of calls while consistently achieving performance objectives.

• Strong, conversational communication skills with the ability to establish rapport and manage patient interactions with professionalism and empathy.

• Outstanding attention to detail and accurate data entry for clear and compliant documentation.

• Comfort in following standardized scripts to ensure clarity, consistency, and compliance.

• Proficient in Microsoft Outlook and Teams, with a quick ability to learn new software systems.

• Knowledge of healthcare compliance, including HIPAA regulations.

• Capability to work independently from a dedicated, distraction-free home office while managing continuous calls throughout the workday.

• Reliable home internet connection of at least 100 Mbps with wired ethernet access.

• Candidates within a 30-mile radius of Sterling, Virginia may be required to come on-site for training or technology support.

• Availability to work assigned shifts from Monday to Friday between 8:00 a.m. and 7:30 p.m. Eastern, as well as Saturday from 9:00 a.m. to 2:00 p.m.

• Must be authorized to work in the U.S. without company-sponsored visa sponsorship.

🏝️ Benefits

• Medical, dental, and vision insurance with prescription benefits, with the company covering 100% of the employee-only premium.

• A Health Savings Account with company contributions.

• A 401(k) retirement plan featuring an employer match.

• Company-paid life, long-term disability, and accidental death and dismemberment insurance, along with voluntary short-term disability options available.

• Access to an Employee Assistance Program and a benefits Customer Advocate service.

• Paid time off and paid company holidays.

• Company-provided equipment.

• Support for professional development and training opportunities.