- The Patient Coordinator 1 (PC 1) is responsible for providing support and resolution for customer requests. They accurately and efficiently answer calls that are received from patients, their caregivers, and health care practitioners. The PC1 educates and addresses questions regarding the brand, enrollments, and basic case status updates as appropriate.
- The role will support high volume programs associated with retail and specialty pharmacy products.
- May share appropriate information with patient/caregiver around other resources and services that the PSC may be able to offer or transfer them to the appropriate PSC partner, including their designated Care Navigator. The PC1 must be prepared to respond to program-related queries from customers, support enrollments, and outline information regarding co-payments (or connect the patient/caregiver to appropriate PSC resources, as needed).
- Must have strong communication skills to converse with customers about their treatment journey and be able to offer solutions in accordance with approved procedures.
- Possesses a learning mindset, the ability to accept and implement constructive feedback, and a general aptitude for continual development. In addition, the PC 1 possesses the ability to manage stressful calls as they arise, while reflecting a calm and reassuring tone and attitude for our patients, their families, and their caregivers.
location: East Hanover, New Jersey
job type: Contract
salary: $25 - 28 per hour
work hours: 8 to 4
education: High School
responsibilities:
- Develop and maintain knowledge of NPS programs and customer workstreams; broaden program knowledge over time.
- Learn and utilize protocols to respond to customer phone, chat, fax, intelligent chatbot, SMS / text, mail, and e-mail inquiries as well as other communication channels in a prompt and courteous manner
- Prepare proper documentation and notifications; perform proper escalation, tracking, and follow-up
- Work with support and product program teams to transfer customers to other units as needed - ensure that referrals/questions are addressed in a timely, consistent, and organized manner to avoid the delay of care for the patient.
- Prepare proper documentation and notifications; perform proper escalation, tracking, and follow-up.
- As applicable, raise innovative ideas which will drive improved efficiency and effectiveness of PC 1 to Supervisors.
- Engage in real-time communication with patients, caregivers, healthcare providers, team members, and stakeholders via phone while simultaneously typing accurate and coherent notes, messages, or documentation.
- Ensure all written communication is free from spelling and grammatical errors, maintaining a high standard of professionalism.
- Multitask effectively, balancing verbal and written communication to provide timely and accurate responses.
- Utilize various communication tools and platforms to facilitate seamless interaction and documentation.
- Manage confidential information in accordance with Company policy and PSC processes. Identify and report adverse events via the established Novartis systems as per applicable processes.
qualifications:
Required
- High School Diploma
- Minimum 6 months of proven Contact Center Experience (such as Healthcare, Pharmaceuticals, or other industry call center experience) OR BA/BS degree OR US Military experience with honorable discharge in lieu of experience
- A quiet dedicated space with internet/WiFi service or the ability to obtain such service where the employee can work without interruption
- Ability to work the scheduled work hours, which generally will be an 8-hour shift; Working schedule is either 8:00 am EST - 5:00 pm EST/9:30 am - 6:00 pm EST or 11:00 am EST - 8:00 PM EST
- Ability to work onsite 1 week per month
- 1 year of Customer Contact Center Experience in the Pharmaceuticals industry
Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.
At Randstad, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact HRsupport@randstadusa.com.
Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad offers a comprehensive benefits package, including: medical, prescription, dental, vision, AD&D, and life insurance offerings, short-term disability, and a 401K plan (all benefits are based on eligibility).
This posting is open for thirty (30) days.
