Are you passionate about delivering exceptional customer experiences and data-driven insights? Do you thrive in a fast-paced, dynamic environment where no two days are the same? If so, we invite you to join arenaflex, a leading provider of hub services, innovative technology, and decision-making data to pharmaceutical, biotechnology, and medical device innovators. As an Experienced Customer Support/Data Entry Specialist, you will play a vital role in supporting the patient journey by handling inbound and outbound customer service inquiries, reviewing and assessing incoming referrals, and creating patient records in our database system.
**About arenaflex**
arenaflex is a forward-thinking organization that is dedicated to making a meaningful impact in the lives of patients and healthcare professionals. Our team is passionate about delivering exceptional customer experiences, driving innovation, and fostering a culture of collaboration and excellence. We believe in empowering our employees to grow and develop their skills, and we offer a competitive compensation package, comprehensive benefits, and a dynamic work environment that is designed to support your success.
**Job Summary**
As an Experienced Customer Support/Data Entry Specialist, you will be responsible for handling all inbound and/or outbound customer service inquiries via telephone from patients, prescribers, insurance companies, pharmacies, or internal partners. You will also review and assess incoming referrals to ensure requirements are met before a patient record is created in our database system. In this role, you will work to understand and solve problems in a timely manner, document all interactions into the database, and escalate issues as necessary.
**Key Responsibilities**
* Handle incoming customer service inquiries from patients, prescribers, insurance companies, external partners, or internal partners. Research and resolve problems in a timely manner. Assist callers by helping them understand the need for additional information to complete the benefits investigation process, or transfer of the case to the pharmacy partner.
* Create and/or edit a patient's record in the database system by entering demographics, insurance information, and prescription from incoming referrals (referrals are received via incoming phone calls, facsimile, or a prescriber web portal).
* May initiate outbound telephone calls to patients for various reasons such as to collect additional information to complete a benefit investigation, or to explain the outcome of the benefit investigation conducted by the Reimbursement Specialist among other reasons.
* May make outreach to a prescriber via phone, facsimile, or mail to request additional information needed for the completion of a benefit investigation, provide the benefit outcome, or inform them in the event that the patient is not being responsive to telephone calls or mailed letters among other reasons.
* Attach incoming facsimile images to a new or existing patient record.
* May identify and escalate concerns received from patients, prescribers, partners, or insurance companies so that corrective action can be pursued accordingly.
* Generate letters and brochures for patients, prescribers, or partners.
* May document the outcome of all interactions associated with the patient record into the database system.
* Adhere to the quality, production, and turnaround standards associated with the assigned program.
* Reports all Adverse Events (AE) disclosed in alignment with training and Standard Operational Procedures (SOP)
* Other duties as assigned - Duties, responsibilities, and activities may change or new ones may be assigned at any time with or without notice.
**Qualifications**
* High school diploma or equivalent
* One or more years of experience in a highly skilled and fast-paced call center environment. Call center experience in Specialty Pharmacy, Pharmacy Benefit Management (PBM), Commercial Insurance, or Patient Assistance Programs preferred, but not required.
* Knowledge of medical terminology preferred, but not required.
**Minimum Skills, Knowledge, and Ability Requirements**
* Detail-oriented, good analytical skills, verbal and written communication skills, with demonstrated ability to communicate with others at all levels
* Ability to multi-task, independently prioritize, and able to meet deadlines in a high call volume environment.
* Excellent interpersonal and customer service skills with a focus on customer satisfaction.
* Ability and initiative to work independently or as a team member.
* Ability to problem-solve.
* Committed to high standards and accountability.
* Ability to type at least 35 words per minute
* Ability to adapt to a dynamic work environment
* Ability to learn quickly
* General computer knowledge, including proficiency in Microsoft Office applications required
**Physical Demands**
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
* While performing the duties of this job, the employee is regularly required to sit.
* The employee must occasionally lift and/or move up to 10 pounds.
**Work Environment**
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
* The noise level in the work environment is usually moderate.
**Schedule**
* Must be flexible on schedule and hours
* Overtime may be required from time to time
* Must be willing to work weekends if required to meet company demands
**Benefits and Perks**
* Competitive compensation package
* Comprehensive benefits, including medical, dental, and vision insurance
* 401(k) retirement plan with company match
* Paid time off and holidays
* Opportunities for professional growth and development
* Collaborative and dynamic work environment
**How to Apply**
If you are a motivated and customer-focused individual who is passionate about delivering exceptional experiences, we encourage you to apply for this exciting opportunity. Please submit your application today, and join our team of dedicated professionals who are making a meaningful impact in the lives of patients and healthcare professionals.