Support Coordinator – Healthcare

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

📋 Description

• Provide inbound telephone assistance to patients, caregivers, healthcare providers, Care Coordinators, and Reimbursement Case Managers.

• Coordinate resources, share information, and facilitate the delivery of Patient Support Program services.

• Act as a program representative and advocate concerning eligibility, enrollment, reimbursement, affordability support, and access to therapy.

• Support healthcare providers through continuous communication and relationship building.

• Collaborate with prescribers and patients to eliminate non-clinical barriers to accessing prescribed therapy.

• Clarify benefits offered by private/commercial and government payers, including Medicare, Medicaid, VA, and DOD.

• Serve as a liaison between client contacts, Program Management, healthcare providers, and manufacturers.

• Keep records in accordance with applicable standards and regulations.

• Build and maintain relationships with patients and healthcare providers.

• Adhere to program guidelines, SOPs, call scripts, and other program documentation.

• Escalate complex cases as per policy and procedures.

• Communicate with the Program Manager and client regarding patient status, prescriber feedback, satisfaction, and program effectiveness.

• Enhance patient outcomes through advocacy, communication, education, and service facilitation.

• Possess knowledge of patient health and disease conditions.

• Uphold ethical standards concerning confidentiality and privacy.

• Identify and report pharmacovigilance data, including adverse events, as necessary.

• Meet training deadlines and adhere to corporate policies and SOPs.

• Undertake additional assigned tasks or projects.

⛳️ Requirements

• Associate or Bachelor’s degree preferred; or a minimum of 2 years of customer service experience with increasing levels of responsibility in a service-oriented environment.

• Strong ability to communicate effectively both verbally and in writing.

• Advanced understanding of medical insurance terminology and reimbursement/insurance, healthcare billing, physician office practices, or related experience.

• Exceptional problem-solving and decision-making abilities are required.

• Strong organizational skills, including attention to detail and commitment to follow-through in communication with patients, providers, and internal stakeholders.

• Willingness to thrive in a dynamic, fast-paced environment and ability to manage multiple tasks.

• Empathetic listening skills for effective interaction with patients and providers.

• Proficient call management skills, including de-escalation and soft skills.

• Punctual and reliable with a strong attendance record.

• Excellent interpersonal skills and ability to work independently as well as collaboratively within a team.

• Proficient in Microsoft products.

• Experience with Customer Relationship Management (CRM) software.

• Experience handling multi-line telephone systems.

• Familiarity with multi-system computer environments, including the use of multiple applications concurrently.

• Experience in contact center operations.

• Experience with pharmaceutical benefit processes (≤1 year).

• Experience with medical benefit processes (≤1 year).

• Experience with telephony and/or email communications with patients, physician offices, and specialty pharmacies.

🏝️ Benefits

• Medical, dental & vision coverage.

• Critical Illness, Accident, and Hospital insurance.

• 401(k) Retirement Plan – Options for pre-tax and Roth post-tax contributions are available.

• Life Insurance (Voluntary Life & AD&D for the employee and dependents).

• Short-term and long-term disability coverage.

• Health Spending Account (HSA).

• Transportation benefits.

• Employee Assistance Program.

• Time Off/Leave (PTO, Vacation, or Sick Leave).