Company Description Kroger Specialty Pharmacy is a Clinical Pharmacy. Our programs optimizepatient outcomes by blending a high-touch, caring patient experience withspecialized clinical knowledge, personalized care programs, and administrative expertise.
Job Description
Position Summary:
Perform duties to support patients with access to patient assistance programs and provide administrative support to department Patient Advocacy Team, working within the limits of prescribed routines.
Essential Functions:
- Receive notification of patients in need of financial assistance to cover the cost of their prescriptions. Communicate with patients to provide information regarding assistance programs and community resources that provide the required assistance.
- Educate patient on available insurance options including Medicaid Part D, Medicaid, Healthcare Exchange, and Social Security Low Income Subsidy program. Follow up with qualifying patients to confirm status of applications and facilitate authorization process for prescription once coverage is available.
- Communicate with patients regarding available assistance programs and community resources that provide the required assistance and the processes necessary to obtain the patient assistance
- Obtain required information and permission from patients and submit electronic applications for financial assistance of their behalf, or provide patients with forms required by assistance providers, follow up to offer assistance to complete documents properly, and ensure that applications are filed in keeping with defined time limits to avoid interruption in therapy.
- Follow up with assistance providers to determine the status of applications, expedite consideration of requests, advocate on behalf of patients, and track the status of applications and related activity.
- Document patient assistance case activity, communications, and correspondence in computer system to ensure completeness and accuracy of patient records. Enter patient assistance approval information to patient account to ensure accurate claim processing and billing. Transfer/triage the prescription to the appropriate site based on insurance contracts and drug availability. Complete applicable assessments to track patient assistance program outcomes.
- Respond to incoming calls from current patients, prescribers’ offices, and patient assistance programs as primary representative to ensure continuity and maintenance of therapy while building trusted and enduring customer relationships that yield loyalty. Provide ongoing communication of specific case-related information as appropriate.
- Support the team with data entry, record keeping and other administrative assignments required to maintain departmental workflow.
- Perform or assist with any operations, as required to maintain workflow and to meet schedules and quality requirements.
- Participate in any variety of meetings and work groups to integrate activities, communicate issues, obtain approvals, resolve problems and maintain specified level of knowledge pertaining to new developments, requirements, and policies.
- Perform other related duties as assigned.
Qualifications
Competency:
- Superior telephone customer service and relationship building skills.
- Demonstrated ability to track, record, and maintain the current status of a high number of open activities, while maintaining workflow in keeping with processing standards for timeliness and quality.
- Proven ability to read and interpret and follow detailed instructions on computer screens.
- Demonstrated strength in active listening, understanding, clear speaking (oral) and written communications in English.
- Excellent Microsoft Office software skills, including Excel and Outlook in Windows format with demonstrated adaptability to internal systems (New Leaf and CPR+).
- Ability to communicate with patients in a language other than English is desirable.
- Ability to communicate difficult information while maintaining compassion and professionalism.
Education/Experience Requirements:
- High School Diploma or GED equivalent plus additional specialized training in general office routines and computer and software operation.
- Minimum 1 year telephone high touch, high quality customer service experience involving computer skills.
Additional Information
All your information will be kept confidential according to EEO guidelines.
