Manufacturer Program Specialist

Job Summary Responsible for all aspects related to management of hub services relationships, entering of medication orders, and customer service for patients/providers in a call center environment.

Job Duties

• Provide direct support and serve as primary point of contact for pharma partners and patients on relevant products
• Follow customized patient support service models and programs to meet and exceed client expectations
• Follow established protocol and non-standard service models to provide the highest quality of services to patients
• Responsible for calling patients pursuant to established Fee for service arrangements and performing necessary interventions.
• Responsible for assisting in the creation and implementation of new Manufacturer Programs
• Responsible to work with Audit and Compliance leadership to ensure operational excellence at all potential times
• Responsible for accurate selecting billing and shipping methods for incoming patient orders and setting up delivery of patient orders as necessary
• Customer service coverage for incoming calls and directing incoming calls to appropriate staff as needed
• Document patient reported information into TherigySTM
• Provides resolution to customer service issues to ensure member satisfaction
• Work with members to provide resolution to payment related issues on accounts/orders
• Maintain and keep reasonable production as determined by supervisor
• May assist in orienting and training new employees
• Responsible for completing all mandatory and regulatory training programs
• Perform other duties as assigned
• May assist in training new employees