OverviewThe 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.
The 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.
Responsibilities Key responsibilities for this remote opportunity include, but are not limited to:
- Perform out-of-pocket expense reimbursement reconciliation activities that support eligible patients and their caregivers through their MyCARVYKTI journey including:
- Entering necessary patient and caregiver information and maintaining Salesforce records to continuously track progress throughout each expense submission
- Cross-checking receipts against Expense Line Items to identify any expenses that do not have a corresponding receipt submitted by the patient and caregiver
- Perform outbound calls to patients and caregivers to resolve discrepancies and request missing receipts, escalating to Patient Support Specialist if necessary
- Reviewing and organizing expense receipts submitted by patients and caregivers and recording expense information for all itemized items including non-reimbursable items in Salesforce
- Verifying final reimbursement amounts against expense limits
- Managing reimbursement escalations and appeals with PSRS Supervisor
- Completing the Reimbursement Expense Summary Report via Salesforce and emailing it to patient or caregiver following approval of the PSRS Supervisor
- Managing check requests process in partnership with ConnectiveRX
- Work collaboratively with the Patient Support Specialist (PSS) and Patient Support Eligibility Specialist (PSES) team to:
- Ability to independently manage and support patient reimbursement cases located in your territory and support teammates when needed
- Coordinate reimbursement reconciliation activities through systems to analyze and approve expenses
- Reconcile any discrepancies between Expense Line Items and submitted receipts
- Follow up and advocate until approval from PSRS Supervisor is received to secure reimbursements for patients/caregivers
- Communicate 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
- Maintain open line of communication with the PSRS Supervisor to monitor complex patient cases and expedite reimbursements that require a quick turnaround
- Serve 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:
- Confirming 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
- Support/triage inbound customer calls during high volume periods by:
- Gathering relevant patient information and providing support and instructions when needed in place of PSS/PSES agents
- Assisting patients/caregivers with less complex questions/needs (i.e. reimbursement, confirmation of travel dates, etc.)
- Redirecting calls to appropriate agents or escalating cases to PSS/PSES Supervisors when needed
- Triage calls to internal Innovative Medicine stakeholders when needed
- Attend regular/ad-hoc meetings with the PSS/PSES team and leadership to summarize patient cases and discuss outstanding issues
- Participate in quality control activities and continuous reimbursement process improvement initiatives
- Monitor performance and help find operational and service offering improvements in the end-to-end patient experience
- Support ad hoc administrative responsibilities and requests as directed by PSS leadership including:
- Assisting with ongoing reimbursement workflow and efficiency improvement processes
- Assisting with Salesforce user testing on enhanced reimbursement processes
- Facilitating special research/projects related to MyCARVYKTI program materials
- Support PSRS/PSS/PSES with new hire onboarding as needed
- Proactively make recommendations to improve overall program performance
- Identify gaps that need further support to improve customer experience
Qualifications- Associates degree
- A minimum of 3 years of relevant experience is required, pharmaceutical/medical call center experience preferred
- Candidates must reside within a three-hour driving distance of Horsham, PA, as occasional in-office attendance will be required throughout the year.
- Serve as a role model for best-in-class customer reimbursement support and contribute to a positive call center team environment
- Reinforce patient/caregiver empathy throughout the call center team in the way you communicate with others
- Support technology testing as needed
- Ability to work efficiently in a remote work setting with excellent communication skills in a virtual environment
- Troubleshoot and escalate issues to the PSS team as well as the PSRS supervisors to ensure timely reimbursement and complete satisfaction from patients and caregivers
- Adherence to the current SOP is required, and escalations should be directed to your PSRS supervisor
- Demonstrate a strong understanding and the importance of adhering to HIPAA-related policies when dealing with patient privacy throughout the entire process
- Follow appropriate telephone etiquette when handling patient calls to maintain a compliant, positive, and empathetic relationship with patients and caregivers
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 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.
Acerca 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.
Kelly 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.
