[Hiring] Patient Access Specialist @Inizio Engage

Role Description

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.

• Focus on identification of access pathways by providing information and resources to address access barriers.
• Maintain 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 the team.
• Lead by example, adhering to corporate compliance and demonstrating the values of quality, integrity, innovation, accountability, collaboration, and leadership.

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.
• 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.

Requirements

• 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 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 HIPAA and patient privacy.

Benefits

• Competitive pay that recognizes your experience, expertise, and impact.
• Comprehensive benefits including medical, dental, and vision coverage; accrued paid time off; 401(k) with company match; disability and life insurance; and paid maternity and paternity leave.
• Company-paid holidays so you can rest, recharge, and focus on what matters most.
• Recognition programs, contests, and awards that celebrate your contributions.
• Continuous growth opportunities through learning, leadership development, and career advancement support.
• A collaborative culture where your ideas are valued and your work makes a difference.