Provide the highest quality of customer service to patients and client representatives, which entail acquiring in depth knowledge of client and marketing requirements. Complete verification of Benefits and Eligibility for all referrals from patients, MDO’s, health plans and pharmaceutical manufacturers. Investigation of benefits and eligibility by phone and/or internet to determine coverage choices patient has in starting on therapy.
Review incoming referrals for completeness of and confirm FDA requirements are met.
These are typically received via facsimile, Web portal or client partner download.
Answer all Incoming calls on Hotline quickly and efficiently, evaluate their need and respond or disseminate call to appropriate member of team.
Follow up and complete verification of Benefits and Eligibility for all referrals from patients, MDO’s, health plans and pharmaceutical manufacturers.
Investigation of benefits and eligibility by phone and/or internet to determine coverage choices patient has in starting therapy.
Participate in Call Center Activities, triage and respond to incoming calls from patients, insurance companies, physicians, Sales Reps, pharmacies and homecare agencies.
May serve as single point of contact for an assigned group of prescribers.
Effectively manage and work though action item list to ensure it is current and tasks are completed in a timely fashion.
Maintain accurate and complete documentation of all inquiries in order to continuously improve the customer service process and reduce potential legal concerns.
Identify and escalate repetitive questions and/or problems so that corrective action can be pursued and expedited.
Responsible for good housekeeping techniques, adhering to quality and production standards while complying with all applicable company, state and federal safety and environmental programs and procedures.
Other duties as assigned.
Minimum High School Diploma or GED equivalent required.
Bachelor’s Degree preferred.
3-5 years experience in the insurance, biotechnology, or pharmaceutical industries, customer service or reimbursement.
Computer proficiency in MS Office applications, with database experience a plus.
Health insurance claims or patient accounting experience a plus.
Knowledge of third party billing, coding, medical terminology, prior authorizations and appeals required.
Detail oriented with good analytical skills.
Ability to manage multiple priorities and meet deadlines.
Excellent written and verbal communication skills, demonstrated ability to communicate with others at all levels.
Excellent customer skills-patience to explain details and processes repeatedly, excellent phone presentation skills.
Demonstrated ability to handle challenging customers in a professional manner.
Ability to adapt in a dynamic work environment and make decisions with minimal supervision.
Advance problem solving skills and the ability to work collaboratively with other departments to resolve complex issues with innovative solutions.
Ability to work a flexible schedule.
ABOUT THE DEPARTMENT
United BioSource Corporation (UBC), a subsidiary of Express Scripts, is a leading provider of pharmaceutical support services, partnering with life science companies to make medicine and medical products safer and more accessible. Our services support the full lifecycle of medicine and medical products, including development, commercialization, and long-term value and safety.
While UBC offers employment within Patient Support, Nursing, Pharmacy and Corporate, two main focus areas for the company are Clinical Development & Research and Safety & Risk Management. Members of the Clinical Development and Research teams help evaluate study protocol, target study population, recruit physicians and patients, and collect, clean, validate and report data. As a result, sponsors are able to submit findings to regulatory authorities or make a no-go decision in a timely and clear-cut manner. Additionally, our Safety and Risk Management teams develop, deliver, and report evidence to reinforce safe and appropriate product use.
Through our Patient Access services, we help patients begin therapy quickly and remain on therapy, building strong relationships with patients to ensure optimal care.
UBC aligns with Accredo and CuraScript SD, also part of the Express Scripts family, to provide best-in-class, integrated services.
ABOUT EXPRESS SCRIPTS
Advance your career with the company that makes it easier for people to choose better health.
Express Scripts is a leading healthcare company serving tens of millions of consumers. We are looking for individuals who are passionate, creative and committed to creating systems and service solutions that promote better health outcomes. Join the company that Fortune magazine ranked as one of the "Most Admired Companies" in the pharmacy category. Then, use your intelligence, creativity, integrity and hard work to help us enhance our products and services. We offer a highly competitive base salary and a comprehensive benefits program, including medical, prescription drug, dental, vision, 401(k) with company match, life insurance, paid time off, tuition assistance and an employee stock purchase plan.
Express Scripts is committed to hiring and retaining a diverse workforce. We are an Equal Opportunity Employer, making decisions without regard to race, color, religion, sex, national origin, age, veteran status, disability, or any other protected class. Applicants must be able to pass a drug test and background investigation. Express Scripts is a VEVRAA Federal Contractor.