Experienced Customer Support Coordinator/Data Entry Specialist – Specialty Pharmacy and Patient Assistance Programs

Unlock your potential with a new role at arenaflex as a Customer Support Coordinator/Data Entry Specialist! Join our team in the heart of Chicago, IL, USA, and enjoy a dynamic work environment. This position requires a strong and diverse skillset in relevant areas to drive success. The salary for this position is set at a competitive salary.

About arenaflex

arenaflex is a leading provider of hub services, innovative technology, and decision-making data to pharmaceutical, biotechnology, and medical device innovators. We are dedicated to supporting the patient journey by providing comprehensive solutions that address the complex needs of patients, prescribers, and healthcare providers. Our team is passionate about delivering exceptional customer service and making a meaningful impact in the lives of those we serve.

Job Summary

We are seeking an experienced Customer Support Coordinator/Data Entry Specialist to join our team. In this role, you will be responsible for handling all inbound and/or outbound customer service inquiries via telephone from patients, prescribers, insurance companies, pharmacies, or internal partners. You will also review and assess incoming referrals to ensure requirements are met before a patient record is created in our database system. Your primary duties and responsibilities will include:

• Handling incoming customer service inquiries from patients, prescribers, insurance companies, external partners, or internal partners. Research and resolve problems in a timely manner. Assist the callers by helping them understand the need for additional information to complete the benefits investigation process, or transfer of the case to the pharmacy partner.
• Creating and/or editing a patient's record in the database system by entering demographics, insurance information, and prescription from incoming referrals (referrals are received via incoming phone calls, facsimile, or a prescriber web portal).
• Initiating outbound telephone calls to patients for various reasons such as to collect additional information to complete a benefit investigation, or to explain the outcome of the benefit investigation conducted by the Reimbursement Specialist among other reasons.
• Making outreach to a prescriber via phone, facsimile, or mail to request additional information needed for the completion of a benefit investigation, provide the benefit outcome, or inform them in the event that the patient is not being responsive to telephone calls or mailed letters among other reasons.
• Attaching incoming facsimile images to a new or existing patient record.
• Identifying and escalating concerns received from patients, prescribers, partners, or insurance companies so that corrective action can be pursued accordingly.
• Generating letters and brochures for patients, prescribers, or partners.
• Documenting the outcome of all interactions associated with the patient record into the database system.
• Adhering to the quality, production, and turnaround standards associated with the assigned program.
• Reporting all Adverse Events (AE) disclosed in alignment with training and Standard Operational Procedures (SOP)

Qualifications

* High school diploma or equivalent

• One or more years of experience in a highly skilled and fast-paced call center environment. Call center experience in Specialty Pharmacy, Pharmacy Benefit Management (PBM), Commercial Insurance, or Patient Assistance Programs preferred, but not required.
• Knowledge of medical terminology preferred, but not required.

Minimum Skills, Knowledge, and Ability Requirements

* Detail-oriented, good analytical skills, verbal and written communication skills, with demonstrated ability to communicate with others at all levels

• Ability to multi-task, independently prioritize, and meet deadlines in a high call volume environment.
• Excellent interpersonal and customer service skills with a focus on customer satisfaction.
• Ability and initiative to work independently or as a team member.
• Ability to problem-solve.
• Committed to high standards and accountability.
• Ability to type at least 35 words per minute
• Ability to adapt to a dynamic work environment
• Ability to learn quickly
• General computer knowledge, including proficiency in Microsoft Office applications required

Work Environment

* The work environment is usually moderate, with occasional exposure to high-stress situations.

• The noise level in the work environment is usually moderate.
• Must be flexible on schedule and hours.
• Overtime may be required from time to time.
• Must be willing to work weekends if required to meet company demands.

Benefits and Perks

* Competitive salary

• Comprehensive benefits package, including medical, dental, and vision insurance
• 401(k) retirement plan with company match
• Paid time off and holidays
• Opportunities for professional growth and development
• Collaborative and dynamic work environment

How to Apply

If you are a motivated and customer-focused individual with a passion for delivering exceptional service, we encourage you to apply for this exciting opportunity. Please submit your application today, and join our team at arenaflex. Apply To This Job Apply for this job