Job Description
Program Support Representative – Patient Affordability Support – Remote
locations
Durham, North Carolina, United States of America
time type
Full time
job requisition id
R1396883
Position Summary:
Program Support Representatives are integral part of IQVIA’s Affordability services team responsible for supporting patients, client contact center (hub), pharmacies, and medical professionals. Programs typically consist of pharmaceutical brand-initiated payment assistance solutions such as co-pay cards, vouchers, and direct patient reimbursement.
Program Support Representatives are responsible for fielding inbound phone call requests such as: direct patient reimbursements, program eligibility, explanation of program benefit and explanation/troubleshooting of submission denials. This is a remote position with option to work in the Durham, NC office.
The information contained herein is intended to be an accurate reflection of the duties and responsibilities of the individuals assigned to this position. They are not intended to be an exhaustive list of the skills and abilities required to do the job. IQVIA reserves the right to revise the job or to require that other or different tasks be performed as assigned.
Primary Responsibilities:
- Provide initial support for customer requests via telephone, email, fax, or other available means of contact ACSS.
- Quickly assess the user’s concern and provides first level support for issue resolution.
- Recognize operational challenges and suggest recommendations to management, as necessary.
- Show empathy and deescalate caller concerns to provide a positive caller experience.
- Document information specific to the resolution and escalates unresolved issues expeditiously to the appropriate area.
Required Qualifications:
- High School Diploma or equivalent, some college preferred.
- Experience in medical billing, insurance verification, or similar related patient services experience.
- Previous data entry experience and ability to type 30wpm+
Preferred Qualifications:
- High School Diploma or equivalent, some college preferred.
- Experience in medical billing, insurance, or adherence support services
- HIPPA certified, or experience in claim submission / claim processing.
- Pharmacy Tech Experience
- Bi-lingual (English / Spanish)