Job Description
Position Summary: The Patient Success Specialist will work with all patient-specific eligibility verifications with payers, claim submissions/ investigations, product grid and analysis of the current patient status and manage various reporting functions. The candidate must ensure strong organization, including strict adherence guidelines and regulatory requirements. The current role is a key contributor to modifications to internal/external department protocols and SOP for current processes to expand upon additional product lines of payer submissions. Establish priorities, ability to multi-task accordingly. Confer with Management to determine the progress of work and to provide information on changes. Primary Responsibilities: Address the needs of patients with a focus on customer support, coordination of logistics, and problem solving. Schedule and coordinate the flow of work within or between departments to expedite project efficiencies and resolution to escalations. Address and resolve assigned inquiries with a sense of urgency. These include but are not limited to patients, sales team, clinic, and executive inquiries and/or escalations. Ensures timely closure of escalation cases using email, phone, or salesforce.com Adhere to pre-established guidelines and specific instructions and training, to effectively perform the functions of the job. Review standard operating procedures for common departmental tasks/duties. Other duties as assigned by Management. Ensure all data and analysis requests from different parts of the organization are addressed in a timely manner. Owning the second level line of escalation to our patient billing call center agents and field teams. Responsible for patient outreach effort to resolve escalated issues using all forms of communication (SMS, email, phone) Participates with operational programs, projects and initiatives that help drive the sustaining business forward through patient resolution. Keeps key internal leaders and other stake
