Patient Services Representative

We’re a unique organization. We help patients who need financial assistance every day. We make a difference. We change lives. Our vision is to see the day when no person goes without medication due to an inability to pay. Until then, we exist so that patients don’t have to miss taking their medication because of cost.

Every TAF team member plays an important role in helping our organization support our patients. We strive to do this in the most efficient, compliant and compassionate manner possible

Hourly Rate: $15.50/hour

Start Date: TBD

Schedule: Monday - Friday. 8:30 am - 5:00 pm. Employees work a hybrid work schedule after 5 weeks of in-office training has been completed. The current hybrid schedule is one day per week in the office and work from home the remaining days.

Benefits effective the first of the month following 30 days of employment, including 100% Paid Health Benefits for you and your dependents. (See Below)

EOE Statement:We are an Equal Opportunity Employer.

Summary of Position:The Patient Services Representative is responsible for supporting a variety of Operational tasks that interact with TAF patients and partners and for the maintenance of the quality of the patient experience. These tasks include, but are not limited to handling reenrollment phone calls, working on outbound phone projects to ensure correct/complete patient records, handling of operational administrative tasks and other project work as assigned. This is an entry-level role for the TAF Operations Team, designed to prepare the PSR for future growth at The Assistance Fund.

Responsibilities:The Patient Services Representative responsibilities include, but are not limited

Backoffice Support

• Processes all patient-related documentation by working associated Salesforce.com case queues.
• Assists in executing patient-related back-office support processes.
• Supports daily operational goals based on project or task priorities.
• Provides regular feedback on the effectiveness and soundness of program policies and procedures.
• Takes responsibility for completing tasks within established timelines and quality standards.

Program Services

• Reviews and facilitates follow-up on outstanding reimbursement requests for program participants with reimbursement benefits.
• Performs outbound calls to Pharmacy Providers, Sites of Care, or Health Care Providers for claim follow-up and payment confirmation related to reimbursement processing.
• Conducts outbound call campaigns to effectively communicate program enrollment and promote program adherence

Contact Center Support

• Answers inbound calls in a Contact Center environment, from internal and external parties and assisting them with their inquiries or routing calls to the appropriate department, if necessary.
• Ensures Quality standards are maintained.

Other Duties and Responsibilities

• Coordinates with team members to keep workflows and initiatives on track.
• Assists leadership and other related department team members in the implementation of projects.
• Performs operational administrative tasks and other project work as assigned and on as needed basis.
• Identify process documentation gaps, determine best practices, and share knowledge with management.
• Perform special projects on an as needed basis.