Experienced Remote Customer Care Specialist – Delivering Exceptional Patient Support and Driving Operational Excellence in the Healthcare Industry

Introduction to VXI Global Solutions

VXI Global Solutions is a pioneering force in the business process outsourcing (BPO) landscape, specializing in customer engagement and operational excellence. With a strong commitment to enhancing the customer experience and building brand loyalty for our clients, we empower our employees to deliver exceptional service and drive continuous improvement. Our mission is built on the principles of empathy, dedication, and a passion for making a positive impact on the lives of our customers.

Job Overview: Patient Care Coordinator Role

We are seeking an empathetic, dedicated, and highly skilled Patient Care Coordinator to provide premium support for a leading Patient Assistance Program. In this remote role, you will handle high-volume call center support, delivering top-notch customer service to patients and healthcare providers. Your responsibilities will include educating patients on the enrollment process, managing status inquiries, and coordinating deliveries. Utilizing our core CRM system, you will efficiently manage your workload, perform necessary activities, and facilitate smooth teamwork among team members.

Key Responsibilities:

• Provide expert knowledge on program requirements and application status while delivering exceptional customer service, demonstrating a strong sense of urgency, reliability, proficient data entry skills, active listening, professional phone etiquette, and excellent verbal and written communication skills, fostering a collaborative teamwork environment.
• Serve as the primary point of contact for patients and healthcare professionals (HCPs), guiding callers through the application process and resolving inquiries promptly and accurately.
• Ensure the dissemination of correct information or direct calls to the appropriate team member with professionalism and efficiency.
• Maintain detailed documentation of all communications received from calls, promptly notifying relevant parties or systems of urgent orders, shipping issues, errors, complaints, or adverse drug events.
• Recognize potential adverse event situations and promptly report them to Pharmacovigilance to ensure compliance with FDA regulations and standards.
• Achieve performance standards in accordance with predefined metrics, consistently delivering high-quality service.
• Successfully complete all mandatory training sessions, including soft skills certification and program overviews, to effectively fulfill all job responsibilities.

Essential Qualifications:

To excel in this role, you should possess the following essential qualifications:

• High School Diploma or GED required. Associate or College Degree Preferred.
• Previous experience in a call center environment, healthcare office, corporate setting, or healthcare insurance provider or pharmacy is highly desirable.
• Understanding and knowledge of commercial and major medical insurance programs, billing requirements, healthcare benefit investigation processes, prior authorization, and appeal filings.
• Familiarity with private payers, pharmacy benefits, medical benefits, Medicare Part D, Medicaid, and alternate funding resources.
• Demonstrated organization and problem-solving skills to manage patient conversations, identify issues, and address needs effectively.
• Comfortable utilizing multiple applications while accurately capturing case information.
• Proficient with Microsoft Office Program Suite and Lotus Notes Suite, including Excel, Word, Outlook, and SharePoint.

Preferred Qualifications:

In addition to the essential qualifications, the following preferred qualifications will make you a stronger candidate:

• Experience working in a remote environment with a reliable internet connection and a suitable home office setup.
• Proficiency in computer systems and software, with a quick adaptation to new technologies.
• Availability to work in shifts, including evenings and weekends, as needed.
• Strong critical thinking, analytical, and interpersonal skills.
• Ability to work with minimal supervision and make sound decisions, even in stressful situations.
• Detail-oriented with strong organizational and multitasking skills, capable of managing various tasks efficiently.

Skills and Competencies:

To succeed in this role, you should possess the following skills and competencies:

• Excellent communication and interpersonal skills.
• Strong problem-solving and analytical skills.
• Ability to work in a fast-paced environment and prioritize tasks effectively.
• Proficient in using technology, including CRM systems and Microsoft Office.
• Strong attention to detail and organizational skills.
• Ability to maintain confidentiality and handle sensitive information with discretion.

Career Growth Opportunities and Learning Benefits:

At VXI Global Solutions, we are committed to the growth and development of our employees. As a Customer Care Specialist, you will have access to:

• Comprehensive training programs to enhance your skills and knowledge.
• Opportunities for advancement and professional development.
• A supportive and collaborative work environment that fosters growth and learning.
• Recognition and rewards for outstanding performance and contributions.

Work Environment and Company Culture:

Our company culture is built on the principles of empathy, dedication, and a passion for making a positive impact on the lives of our customers. As a remote employee, you will be part of a dynamic and supportive team that values:

• Collaboration and teamwork.
• Open communication and feedback.
• Continuous learning and growth.
• Recognition and rewards for outstanding performance.
• A healthy work-life balance and flexible scheduling.

Compensation, Perks, and Benefits:

We offer a competitive compensation package, including:

• $15.00 per hour.
• Full-time, 40-hour/week schedule.
• 100% paid training.
• Optional medical, dental, vision, and life insurance available.
• Discounted cell phone plan through T-Mobile.
• Personal benefits of 100% working from home, including saving time, money, and the environment.
• A referral program that rewards you for referring talented individuals to our team.

Conclusion:

If you possess a genuine passion for providing compassionate and high-level customer support and are committed to making a positive impact on the lives of patients, we encourage you to apply for this rewarding role. Join us in delivering excellence and compassion in every customer interaction, supporting a program that truly makes a difference. Apply now and take the first step towards a fulfilling and challenging career as a Customer Care Specialist.

We Want to Hear From You!

If this role sounds like a perfect fit, don't hesitate. Apply today and let's build the future together.