Contact Center Patient Access Specialist

Inizio Engage has a long-standing partnership with a leading Biotechnology company, across Commercial, Patient Solutions and Medical Affairs businesses. 

The Patient Access Specialist (PAS) Team Leader is an essential member of the AstraZeneca Patient Support Operations team supporting patients and healthcare providers across the US. This position will be responsible for helping patients understand their access to medication through reimbursement and affordability programs.  

This role will focus on identification of access pathways by providing information and resources to address access barriers while maintaining internal and external communications. Assist with call monitoring; provide timely feedback to Call Center Communicators. Be innovative, using creativity, imagination, and information to develop ideas and suggestions for improvements. Assist the management team with the compilation of individual monthly program metrics. Disseminate all project information/directives to team. Lead by example, adhering to corporate compliance and demonstrating the values of quality, integrity, innovation, accountability, collaboration, and leadership 

Job Duties & Responsibilities: 

• Maintain excellent quality and productivity standards for all client projects; adhere to project scripts and guidelines. 

• Manage day to day activities of patient and health care provider support requests and deliverables across multiple communication channels in a Contact Center i.e. Phone, Fax, Chat, email, etc. approximately 50 percent of time 

• Ensure all support requested is captured within the Case Management system 

• Serve as subject matter expert for program team responding to questions in a timely manner 

• Conduct quality call monitoring for program team as directed by program leadership 

• Escalate issues identified by self or project team to appropriate program leadership 

• Ensure timely processing and resolution of cases meeting productivity and quality requirements 

• Escalate complex cases, when appropriate 

• Coordinate all appropriate aspects of patient case management through to completion, using effective interpersonal skills to manage interactions 

• Educate Health Care Providers and patients on available on Patient Support programs and referral process to ensure timely case processing 

• Communicate effectively with payers, pharmacies, third party administrators and other departments 

• Perform in-depth research into patient's medication coverage (may include benefit investigation/prior authorization/appeals and available support programs) 

• Conduct Quality Monitoring 

• Follow all requirements associated with compliance to program guidelines and relevant regulations, including HIPPA and patient privacy. 

Leadership Responsibilities: 

• Understands how own contribution contributes to results 

• Understands what the organization delivers and our position within a global context 

• Builds a network of useful contacts to help get things done more efficiently 

• Is proactive and anticipatory with solutions to problems in the business 

• Seeks to stretch own capability, willing to operate outside of comfort zone 

Requirements & Qualifications: 

• High School Diploma required 

• Associates or Bachelor’s Degree preferred, or 1-2 years of healthcare/healthcare reimbursement experience. 

• Working knowledge and experience with health insurance and Rx reimbursement 

• Understands HIPAA and privacy laws and requirements and maintains patient confidentiality 

• Experience with Adverse Event and Product Quality Complaint reporting preferred. 

• Maintains compliance with program business rules, standard operating procedures, and guidelines. 

• Outstanding case management/customer service skills required. 

• Excellent interpersonal skills. 

• Active and effective listening skills and creative problem-solving skills. 

• Excellent written and oral communication skills. 

• Passionate about learning and able to share/communicate that passion to others. 

• Ability to work cross-functionally and exhibit teamwork and collaboration. 

• Attention to detail and ability to follow up are essential. 

• Self-motivated, with a sense of urgency. 

• Can manage competing priorities at once. 

• Strong planning and organizational skills. 

• Ability to adapt quickly to changing environment. 

• Individuals must demonstrate the ability to interact successfully in a dynamic and culturally diverse workplace. 

About Inizio Engage   

Inizio Engage is a strategic, commercial, and creative engagement partner that specializes in healthcare. Our passionate, global workforce augments local expertise and diverse mix of skills with data, science, and technology to deliver bespoke engagement solutions that help clients reimagine how they engage with their patients, payers, people and providers to improve treatment outcomes. Our mission is to partner with our clients, improving lives by helping healthcare professionals and patients get the medicines, knowledge and support they need.    

We believe in our values: We empower everyone/We rise to the challenge/We work as one/We ask what if/We do the right thing, and we will ask you how your personal values align to them.  

To learn more about Inizio Engage, visit us at: https://inizio.health/ 

Inizio Engage is proud to be an equal opportunity employer. Individuals seeking employment at Inizio are considered without regards to age, ancestry, color, gender, gender identity or expression, genetic information, marital status, medical condition (including pregnancy, childbirth, or related medical conditions), mental or physical disability, national origin, protected family care or medical leave status, race, religion (including beliefs and practices or the absence thereof), sexual orientation, military or veteran status, or any other characteristic protected by federal, state, or local laws.  Further, pursuant to applicable local ordinances, Inizio will consider for employment qualified applicants with arrest and conviction records.   

Inizio Engage is an equal opportunity employer M/F/V/D. We appreciate your interest in our company, however, only qualified candidates will be considered.