[Hiring] Central IV Patient Service Representative @New England Life Care

Role Description

New England Life Care is hiring a Full Time Central IV Patient Service Representative (PSR) to support our growth. The ideal candidate for this position enjoys a fast-paced environment and provides excellent customer service. If you have previous customer service and call center experience, this may be the position you have been looking for! If not, don't let that discourage you! We will train you on everything you need to know in order to be successful.

This position is responsible for:

• Timely and accurate patient refills, compassion and care.
• Engaging clinical staff to provide pharmacy services to NELC’s patients.
• Ongoing communication with patients, caregivers, and Home Health Agency staff members.

This is a 40 hour per week position with a rotating weekend and holiday schedule. Weekend shifts will be paid an additional differential, and holidays worked will be 2.5 x the normal rate of pay. This is a remote position, but will require occasional travel to a branch location for training (usually once per year).

Only hiring remotely in the following states:

• Maine
• Massachusetts
• North Carolina
• Rhode Island
• Florida
• New Hampshire

Qualifications

• Previous experience in customer service and/or contact center field.
• Excellent customer service skills.
• Ability to communicate effectively with patients and all levels of NELC staff.
• Ability to manage multiple tasks simultaneously and contribute to strengthening the team environment.
• Well-organized with strong attention to detail; consistently delivering quality and care.
• Knowledge/practical experience with microcomputer systems such as Microsoft Office (Word, Excel, PowerPoint, Outlook).
• Ability to learn internal systems to effectively perform job.
• Dependability in attendance and job performance.
• Displays empathy, care, and compassion.

Requirements

• Accurately enters delivery tickets into CPR+ to ensure accurate & timely deliveries.
• Manages all patient delivery timelines and communicates unexpected changes in product or supply usage.
• Accurately and efficiently records important service information within Patient’s account in CPR+ per standard operating procedures.
• Makes calls to patients regarding routine equipment swaps and triages equipment issue calls.
• Communicates with clinical staff regarding adverse drug reactions or supply issues & documents within CPR+.
• Assures patient compliance with payer regulations regarding use of approved supplies and product formula.
• Ensures patient confidentiality at all times.
• Monitors all patients for delivery intervals and follows up with patients or HHA when no delivery has been requested within the past 45 days.
• Demonstrates the ability to troubleshoot problems verbalized by customers.
• Actively engages with internal partners to improve customer experience.
• Other duties as assigned.

Benefits

• Career Ladder
• Health Insurance
• Dental Insurance
• Vision Insurance
• Generous employer-matched 403(b) savings program
• Company paid: Life insurance, Short- and long-term disability insurance
• Paid Time Off
• And much more!