Sr. Customer Service Representative - Full-time / Part-time

MUST HAVES:
1.) 5+ years of experience with Customer Care Experience (claims, intake, call center, medical billing, copay, patient access, collections or pharmacy) - WITHIN A HEALTHCARE COMPANY
2.) Experience with data entry / entering customer information (i.e. multi-tasking) and exceptional written and verbal communication skills.
3.) Experience leading, coaching and helping other team members

**MUST HAVE strong technical abilities - please have candidates take the Kenexa typing test in our office to make sure they can type at least 50 WPM

OVERVIEW: Provide patient concierge health care services interacting directly with patients, physicians, and/or pharmacies related to providing access to care on behalf of our clients copay assistance programs. As part of a highly concierge 'white glove' service team you manage the patient experience from start to finish by providing program information, eligibility, reimbursement support and general assurances.

75% of their time will be spent in the Customer Care role, on the phone with patients:

-Provide high touch 'white glove' healthcare case management services to our patients on behalf of our clients copay assistance programs.

-Answer inbound phone calls to & from patients, physicians and pharmacies to service their access to care and reimbursement needs.

-An extreme focus on patient empathy and the consumer experience with the goal to assure our patients on ease of use of program goals is essential.

-Refer requests for escalation, engage other internal areas such as Program Management, IT and other Contact Center teams to resolve issues.

-Provide input and feedback to Quality Management and Training as subject matter experts to improve processes, procedures and training.

30% of their time will be spent helping to train, coach, lead, and schedule other Customer Care Associates. They are going to be the "go-to" resource for new employees once they are up and running. New employees will shadow them and lean on them as they get acclimated.


NOTE: These Sr. level positions are specifically supporting the Enbrel program - Enbrel is an arthritis & inflammation product. We assists patients with copay cards and claims resolution. All calls will be related to questions about copay cards or claims.

About Aerotek:

We know that a company's success starts with its employees. We also know that an individual's success starts with the right career opportunity. As a Best of Staffing® Client and Talent leader, Aerotek's people-focused approach yields competitive advantage for our clients and rewarding careers for our contract employees. Since 1983, Aerotek has grown to become a leader in recruiting and staffing services. With more than 250 non-franchised offices, Aerotek's 8,000 internal employees serve more than 300,000 contract employees and 18,000 clients every year. Aerotek is an Allegis Group company, the global leader in talent solutions. Learn more at Aerotek.com.

Aerotek is acting as an Employment Agency in relation to this vacancy.