- Effectively applies knowledge of job and company policies and procedures to complete a variety of assignments
- In-depth knowledge in technical or specialty area
- Applies advanced skills to resolve complex problems independently
- May modify process to resolve situations
- Works independently within established procedures; may receive general guidance on new assignments
- May provide general guidance or technical assistance to less experienced team members
Responsibilities
- Must demonstrate a superior willingness to help external and internal customers, white glove service is a must
- First point of contact on inbound calls and determines needs and handles accordingly
- Creates and completes accurate applications for enrollment with a sense of urgency
- Scrutinizes forms and supporting documentation thoroughly for any missing information or new information to be added to the database
- Conducts outbound correspondence when necessary to help support the needs of the patient and/or program
- Provides detailed activity notes as to what appropriate action is needed for the Benefit Investigation processing
- Working alongside teammates to best support the needs of the patient population o Will transfer caller to appropriate team member (when applicable)
- Resolve patient’s questions and any representative for the patient’s concerns regarding status of their request for assistance
- Update internal treatment plan statuses and external pharmacy treatment statuses