PATIENT SERVICES REPRESENTATIVE

PATIENT SERVICES REPRESENTATIVE

LOCATION: Cary, NC 

COMPENSATION & SCHEDULE

• $22.00 per hour

• Full-time: Monday–Friday, 11:30 AM–8:00 PM permanent schedule

• Training: Monday–Friday, 9:00 AM–5:30 PM for 8–12 weeks

• Hybrid eligibility after training and required performance goals: 2 days onsite and 3 days remote

ROLE IMPACT

Support patients throughout the prescription refill and medication delivery process by providing timely, accurate customer service. This role serves as a primary resource for non-clinical inquiries, helping patients receive medications on time while maintaining accurate records and escalating clinical concerns appropriately.

KEY RESPONSIBILITIES

• Handle high-volume inbound and outbound calls regarding prescription status, refill needs, medication delivery, payments, insurance information, and invoices.

• Schedule medication deliveries and payments, maintain accurate patient profile information, and document concise progress notes for efficient referral processing.

• Answer patient questions, resolve non-clinical inquiries, and transfer clinical questions to pharmacists, nurses, or appropriate staff.

• Use management information systems to review refill needs, pending or shipped prescriptions, insurance information, and other patient account details.

• Identify and report adverse events (AEs) and product complaints (PCs) to clinicians to support patient safety; perform additional duties based on team or program requirements.

MINIMUM QUALIFICATIONS

• At least 1 year of heavy call center experience, including working under strict attendance and schedule-adherence requirements.

• Ability to type at least 35 WPM accurately with no errors.

• Reliable transportation and ability to work onsite 5 days per week throughout training and 2 days per week after transitioning to a hybrid schedule.

CORE TOOLS & SYSTEMS

• Management information systems

• Patient and prescription records

• Refill and medication delivery scheduling systems

• Insurance verification and payment systems

• Call center and customer service systems

PREFERRED SKILLS

• Healthcare, pharmacy, prescription services, or patient support experience.

• Strong verbal communication, customer service, and documentation skills.

• Ability to accurately manage detailed patient information in a high-volume call center environment.

LEGAL NOTICE

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