The client organization is raising the bar on customer experience in the pharmaceutical industry.? The Customer Service team supports eligible cancer patients and their caregivers through their CAR-T journey.? They are deeply committed to providing patients/caregivers with an exceptional service experience, so they are well-positioned for treatment and to receive care.?
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\n\nThe individual must be service-oriented and have the ability to anticipate and resolve patient/caregiver needs related to reimbursement.? A successful candidate must have strong communication, critical thinking, and organizational skills, as well as the ability to multi-task and work across multiple technology platforms.? The role represents a unique opportunity to assist patients/caregivers in close partnership with internal and external supplier partners.?
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Key responsibilities for this remote opportunity include, but are not limited to:
\n\nPerform out-of-pocket expense reimbursement reconciliation activities that support eligible patients and their caregivers through their MyCARVYKTI journey including:
\n\t\nEntering necessary patient and caregiver information and maintaining Salesforce records to continuously track progress throughout each expense submission
\n\t\nCross-checking receipts against Expense Line Items to identify any expenses that do not have a corresponding receipt submitted by the patient and caregiver
\n\t\nPerform outbound calls to patients and caregivers to resolve discrepancies and request missing receipts, escalating to Patient Support Specialist if necessary
\n\t\nReviewing and organizing expense receipts submitted by patients and caregivers and recording expense information for all itemized items including non-reimbursable items in Salesforce
\n\t\nVerifying final reimbursement amounts against expense limits
\n\t\nManaging reimbursement escalations and appeals with PSRS Supervisor
\n\t\nCompleting the Reimbursement Expense Summary Report via Salesforce and emailing it to patient or caregiver following approval of the PSRS Supervisor
\n\t\nManaging check requests process in partnership with ConnectiveRX
\n\t\nWork collaboratively with the Patient Support Specialist (PSS) and Patient Support Eligibility Specialist (PSES) team to:
\n\t\nAbility to independently manage and support patient reimbursement cases located in your territory and support teammates when needed
\n\t\nCoordinate reimbursement reconciliation activities through systems to analyze and approve expenses
\n\t\nReconcile any discrepancies between Expense Line Items and submitted receipts
\n\t\nFollow up and advocate until approval from PSRS Supervisor is received to secure reimbursements for patients/caregivers
\n\t\nCommunicate ongoing issues that arise such as inconsistent or missing information and expense receipts with respective PSS, and recommend solutions that may include requesting additional materials from patients/caregivers
\n\t\nMaintain open line of communication with the PSRS Supervisor to monitor complex patient cases and expedite reimbursements that require a quick turnaround
\n\t\nServe as call center back-up to Patient Support Eligibility Specialist team in helping to conduct eligibility assessments to ensure patients meet all requirements to participate in the MyCARVYKTI Program including:
\n\t\nConfirming travel benefits with the patient’s health insurance plan to avoid duplicative services to determine the program benefits that the patient and caregivers are eligible to receive
\n\t\nSupport/triage inbound customer calls during high volume periods by:
\n\t\nGathering relevant patient information and providing support and instructions when needed in place of PSS/PSES agents
\n\t\nAssisting patients/caregivers with less complex questions/needs (i.e. reimbursement, confirmation of travel dates, etc.)
\n\t\nRedirecting calls to appropriate agents or escalating cases to PSS/PSES Supervisors when needed
\n\t\nTriage calls to internal Innovative Medicine stakeholders when needed
\n\t\nAttend regular/ad-hoc meetings with the PSS/PSES team and leadership to summarize patient cases and discuss outstanding issues
\n\t\nParticipate in quality control activities and continuous reimbursement process improvement initiatives
\n\t\nMonitor performance and help find operational and service offering improvements in the end-to-end patient experience
\n\t\nSupport ad hoc administrative responsibilities and requests as directed by PSS leadership including:
\n\t\nAssisting with ongoing?reimbursement workflow?and efficiency?improvement?processes
\n\t\nAssisting with Salesforce user testing on enhanced reimbursement processes
\n\t\nFacilitating special research/projects related to MyCARVYKTI program materials
\n\t\nSupport PSRS/PSS/PSES with new hire onboarding as needed
\n\t\nProactively make recommendations to improve overall program performance
\n\t\nIdentify gaps that need further support to improve customer experience
\n\t\nQualifications:
\n\nAssociates degree
\n\t\nA minimum of 3 years of relevant experience is required, pharmaceutical/medical call center experience preferred
\n\t\nCandidates must reside within a three-hour driving distance of Horsham, PA, as occasional in-office attendance will be required throughout the year.
\n\t\nServe as a role model for best-in-class customer reimbursement support and contribute to a positive call center team environment
\n\t\nReinforce patient/caregiver empathy throughout the call center team in the way you communicate with others
\n\t\nSupport technology testing as needed
\n\t\nAbility to work efficiently in a remote work setting with excellent communication skills in a virtual environment
\n\t\nTroubleshoot and escalate issues to the PSS team as well as the PSRS supervisors to ensure timely reimbursement and complete satisfaction from patients and caregivers
\n\t\nAdherence to the current SOP is required, and escalations should be directed to your PSRS supervisor
\n\t\nDemonstrate a strong understanding and the importance of adhering to HIPAA-related policies when dealing with patient privacy throughout the entire process
\n\t\nFollow appropriate telephone etiquette when handling patient calls to maintain a compliant, positive, and empathetic relationship with patients and caregivers
\n\t\nAbout Kelly
\n\n Work changes everything. And at Kelly, we’re obsessed with where it can take you. To us, it’s about more than simply accepting your next job opportunity. It’s the fuel that powers every next step of your life. It’s the ripple effect that changes and improves everything for your family, your community, and the world. Which is why, here at Kelly, we are dedicated to providing you with limitless opportunities to enrich your life—just ask the 300,000 people we employ each year.
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\nKelly Services is proud to be an Equal Employment Opportunity and Affirmative Action employer. We welcome, value, and embrace diversity at all levels and are committed to building a team that is inclusive of a variety of backgrounds, communities, perspectives, and abilities. At Kelly, we believe that the more inclusive we are, the better services we can provide. Requests for accommodation related to our application process can be directed to Kelly’s Human Resource Knowledge Center. Kelly complies with the requirements of California’s state and local Fair Chance laws. A conviction does not automatically bar individuals from employment. Kelly participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.
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\nAcerca de kelly
El trabajo lo cambia todo. Y en Kelly, estamos obsesionados con dónde te puede llevar. Para nosotros, se trata de algo más que simplemente aceptar su próxima oportunidad laboral. Es el combustible que impulsa cada próximo paso de tu vida. Es el efecto dominó que cambia y mejora todo para su familia, su comunidad y el mundo. Es por eso que, aquí en Kelly, estamos dedicados a brindarle oportunidades ilimitadas para enriquecer su vida; solo pregúntele a las 300,000 personas que empleamos cada año.
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\nKelly Services se enorgullece de ser un empleador que ofrece igualdad de oportunidades de empleo y acción afirmativa. Damos la bienvenida, valoramos y aceptamos la diversidad en todos los niveles y estamos comprometidos a construir un equipo que incluya una variedad de orígenes, comunidades, perspectivas y habilidades. En Kelly, creemos que cuanto más inclusivos seamos, mejores servicios podemos brindar. Las solicitudes de adaptaciones relacionadas con nuestro proceso de solicitud pueden dirigirse al Centro de conocimiento de recursos humanos de Kelly. Kelly cumple con los requisitos de las leyes locales y estatales de Oportunidad Justa de California. Una condena no excluye automáticamente a las personas del empleo.
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\n\t\t\t\t\n\t\t\t\tAs part of our promise to talent, Kelly supports those who work with us through a variety of benefits, perks, and work-related resources. Kelly offers eligible employees voluntary benefit plans including medical, dental, vision, telemedicine, term life, whole life, accident insurance, critical illness, a legal plan, and short-term disability. As a Kelly employee, you will have access to a retirement savings plan, service bonus and holiday pay plans (earn up to eight paid holidays per benefit year), and a transit spending account. In addition, employees are entitled to earn paid sick leave under the applicable state or local plan. Click here for more information on benefits and perks that may be available to you as a member of the Kelly Talent Community.
Opportunity is calling.
Ready for a contact center job that offers freedom and flexibility, and truly values your skills? We thought so. We’re KellyConnect®—and wherever life takes you, we have great contact center opportunities that align with your preferred workstyle, schedule, and location. Looking to work from home, or work specific hours? No problem. Best of all, we only work with companies that share our focus on treating employees like the deeply valued people that they are.\n\t\t\t \n\t\t\t\n\t\t\t\t
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About Kelly
Work changes everything. And at Kelly, we’re obsessed with where it can take you. To us, it’s about more than simply accepting your next job opportunity. It’s the fuel that powers every next step of your life. It’s the ripple effect that changes and improves everything for your family, your community, and the world. Which is why, here at Kelly, we are dedicated to providing you with limitless opportunities to enrich your life—just ask the 300,000 people we employ each year. Kelly is committed to providing equal employment opportunities to all qualified employees and applicants regardless of race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, age, marital status, pregnancy, genetic information, or any other legally protected status, and we take affirmative action to recruit, employ, and advance qualified individuals with disabilities and protected veterans in the workforce. Requests for accommodation related to our application process can be directed to the Kelly Human Resource Knowledge Center. Kelly complies with the requirements of California’s state and local Fair Chance laws. A conviction does not automatically bar individuals from employment. Kelly participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. \n\t\t\t \n\t\t\t...Director, Business Development (West Coast) Full-time Department: Business Development We are PrimeVigilance... ...mid-size pharmacovigilance service provider established in 2008. We have... ...Business Development team and Functional Managers to build strong, long-term...
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