Program Specialist - PPC (Voice Process)

Role & responsibilities

• Handle inbound calls from patients, providers, and pharmacies regarding prescriptions, therapy status, and program-related queries.
• Assist with Benefits Verification (BV), Prior Authorization (PA), Patient Access Programs (PAP), and Pharmacy Support processes.
• Provide accurate information and resolve customer queries in a timely manner.
• Deliver excellent customer service through clear communication and empathy.
• Document interactions accurately while following quality and compliance guidelines.
• Manage high-volume inbound calls and meet productivity and quality targets.
• Coordinate with internal teams, insurance providers, and pharmacies to support issue resolution.
• Maintain confidentiality of patient information and adhere to healthcare compliance requirements

Candidate Preference

• US Healthcare experience is mandatory.
• Strong inbound voice/customer support experience is preferred.
• Candidates with Patient Access, Benefits Verification, Prior Authorization, HUB Services or Pharmacy Support experience will be given preference.
• Candidates with blended inbound and outbound healthcare experience can also apply, provided they are comfortable handling high-volume inbound calls.
• Excellent communication skills and customer service mindset are essential.