CareMetx
Customer Support/Data Entry – Fully Remote
Location: Remote Worker – N/A
Company Overview
CareMetx is dedicated to supporting the patient journey with innovative hub services, cutting-edge technology, and decision-making data for the pharmaceutical, biotechnology, and medical device industries. From intake to outcomes, we work to enhance and streamline the patient experience.
Position Summary
The Customer Support Coordinator (CSC) / Intake Coordinator (IC) will play a hybrid role, combining responsibilities of customer support and data entry. Under general supervision, this role involves handling inbound and outbound inquiries from patients, prescribers, insurance companies, pharmacies, and internal partners, as well as managing and processing patient referrals in the database. The role focuses on addressing customer issues, maintaining accurate records, and escalating complex problems when necessary.
Primary Duties & Responsibilities
- Customer Service Inquiries:
Handle inbound customer service calls from patients, prescribers, insurance companies, pharmacies, and internal teams. Assist callers with questions, resolve issues, and explain processes related to benefits investigation or case transfers to pharmacy partners. - Data Entry:
Create and update patient records in the system by entering demographics, insurance details, and prescriptions from incoming referrals. Referrals are received via phone, fax, or a prescriber portal. - Outbound Calls:
Make outbound calls to patients to gather additional information for benefit investigations or to explain outcomes. Reach out to prescribers for additional information needed for benefit investigations, and inform them about any issues regarding patient responsiveness. - Fax and Document Management:
Attach incoming faxes to new or existing patient records in the system, ensuring that all information is documented properly. - Escalation & Problem Resolution:
Identify any concerns from patients, prescribers, partners, or insurance companies and escalate issues as needed to ensure corrective actions are taken. - Documentation & Reporting:
Document all interactions with patients, prescribers, and partners in the database. Generate necessary letters and brochures for patients and healthcare providers. Ensure all outcomes are recorded accurately. - Quality & Compliance:
Adhere to program standards for quality, production, and turnaround time. Report any adverse events (AE) according to the company’s Standard Operating Procedures (SOP). - Other Duties:
Perform other duties and responsibilities as assigned. This may include additional tasks or changes in duties based on the needs of the program.
Qualifications
Experience & Educational Requirements
- Education: High school diploma or equivalent required.
- Experience: At least one year of experience in a fast-paced call center environment. Prior experience in specialty pharmacy, pharmacy benefit management (PBM), commercial insurance, or patient assistance programs is preferred but not required.
- Medical Knowledge: Familiarity with medical terminology is a plus but not required.
Minimum Skills & Abilities
- Attention to Detail: Strong attention to detail and excellent analytical skills.
- Communication Skills: Excellent verbal and written communication skills with the ability to effectively communicate with individuals at all levels.
- Multi-tasking & Prioritization: Ability to handle multiple tasks, prioritize effectively, and meet deadlines in a high-volume environment.
- Customer Service: Excellent interpersonal skills, with a focus on providing high-quality customer service and ensuring customer satisfaction.
- Problem-Solving: Strong problem-solving abilities and the ability to resolve issues independently or in collaboration with the team.
- Typing Speed: Ability to type at least 35 words per minute.
- Adaptability: Ability to adapt to changing work environments and quickly learn new processes.
- Computer Skills: General computer knowledge, with proficiency in Microsoft Office applications (Word, Excel, Outlook, etc.).
Working Conditions & Requirements
- Remote Work: This is a fully remote position, allowing flexibility to work from home.
- Shift Requirements: Flexibility in working hours to meet business needs.
- Work Environment: Must have a quiet, distraction-free home office to ensure productivity and professionalism during calls and data entry.
CareMetx is committed to supporting its employees and creating a rewarding and dynamic work environment. This position offers opportunities for growth within the company, with the chance to make a meaningful impact on the healthcare and pharmaceutical industries.