Patient Service Associate

JOB SUMMARY & RESPONSIBILITIES

The Patient Services Associate is responsible for a broad range of tasks including but not limited to: supporting patient registration, delivery coordination, and customer service. This cross-functional role ensures efficient operations across all areas, streamlining the patient experience by managing documentation, coordinating medication deliveries, and handling necessary patient inquiries. The Patient Services Associate ensures that all patient interactions and processes are handled in an effective and flawless matter to provide optimum patient care within established organizational standards.

Key Responsibilities:

1. Patient Registration and Documentation:
   1. Receive, review, and process patient and prescriber documentation, ensuring timely and accurate registration of all necessary information.
   2. Validate patient demographic data and prescriber details, reaching out to correct or complete missing information as needed.
   3. Index and assign all documentation to the correct patient records, ensuring completeness and accuracy using the scriptmed platform.
   4. Maintain compliance with pharmacy operational procedures and production standards.
2. Delivery Coordination:
   1. Coordinate the timely delivery of medications by confirming dates, times, and locations with patients and healthcare providers.
   2. Ensure co-payments, deductibles, and original prescriptions are secured before medication dispatch.
   3. Monitor and manage delivery schedules, tracking refill timelines to avoid missing any treatment dates.
   4. Address and resolve logistical issues related to medication delivery to ensure patient satisfaction.
3. Customer Service and Call Handling:
   1. Answer inbound calls from patients, prescribers, and other stakeholders, addressing inquiries, troubleshooting issues, and resolving complaints.
   2. Provide timely follow-up for complex cases or unresolved issues, ensuring all customer concerns are addressed efficiently.
   3. Document case notes and communications in scriptmed or equivalent systems, ensuring all relevant data is accurately recorded.
   4. Escalate priority issues to management when necessary, ensuring swift resolution of critical concerns.
4. Administrative and Reporting:
   1. Manage administrative tasks such as routing calls to appropriate departments, managing patient records, and maintaining communication with internal teams.
   2. Provide detailed reports on patient registration, medication delivery status, and customer service metrics to support performance goals.
   3. Ensure compliance with organizational policies, meeting both qualitative and quantitative productivity standards.
5. Other Duties:
   1. Comply with and participate in ongoing training sessions, meetings, and workshops to stay abreast  on new procedures, systems, and policies.
   2. Perform other relevant duties as assigned to support the overall effectiveness of the Patient Registry, Delivery Coordination, and Call Center departments.

REQUIRED PROFESSIONAL EXPERIENCE & PROFESSIONAL COMPETENCIES

• Exemplary customer service and skills to build customer relationships
• Attention to details to achieve accuracy in the work done.
• Demonstrate organizational skills.
• Demonstrate understanding of health protocols for customer privacy.
• Excellent skills in MS  office softwares:  excel, MS Mord,  and outlook.

REQUIRED EDUCATION, TRAINING & LICENSURE/CERTIFICATIONS

• High School Diploma required; Data entry experience preferred.
• Knowledge of HIPAA requirements, both Security & Privacy; Confidentiality, & Fraud, Waste and Abuse (FWA)*