Patient Service Center Representative

Patient Service Center Representative

InstyMeds has immediate openings for Patient Service Center Representatives at our Eden Prairie, MN location. The openings are for both full- and part-time positions.

We are looking for candidates who want to help people navigate their healthcare experiences. In this role you will have the opportunity to make your mark in enhancing the “wow” factor in the best-in-class prescription pickup experience for outpatients in the US!

Because in the world of pharmacies, there are stores that we must get to when we are sick to fill our prescriptions, and then there’s InstyMeds.

About InstyMeds

At InstyMeds, we strive to help more patients Feel Better Faster™ by offering safe, fast and easy access to prescription medications right at the point of care.

We pioneered the first commercial system for automated dispensing of prescription medications directly to patients. Since our first dispense to a patient in Minnesota in the early 2000s, we have expanded our services to numerous outpatient healthcare facilities across the US as well as in Europe and the Middle East.

With over 4 million prescriptions dispensed, InstyMeds continues to create many new happy patients every day by offering them access to prescriptions at the end of their health episodes via our automated dispensers. With over 98% of patients saying they would use InstyMeds again, we help our customers turn their patients into their biggest fans.

And when we make it so easy for patients to fill their prescriptions, most of them do! Our industry-leading primary medication adherence of 94% helps healthcare providers achieve better clinical outcomes while reducing avoidable return visits and hospitalizations. Coupled with the operational efficiencies resulting from InstyMeds’ 100% dispensing accuracy, fully-outsourced medication inventory management, and 24/7 Patient Service Center support, healthcare facilities using InstyMeds elevate their outpatient operations to a level unmatched by competition by providing patients what they want most: A Faster Path to Wellness.

You can find out more about us at www.instymeds.com.

Primary Responsibilities

In this role you will have the opportunity to make your mark in shaping the amazing patient experience that InstyMeds is known for among patients and healthcare facilities across the United States. You will be responsible for providing phone support to patients and clients using InstyMeds services, adjudicating prescription drug insurance claims, and working together with your teammates to solve issues for patient and clients.

We are looking for positive, self-motivated individuals with a strong customer-centric mindset and a commitment to excellence in customer service.

While we prefer candidates with prior customer service and/or call center experience, we will consider all applicants who are passionate about our mission and are willing to learn on the job!

Job responsibilities include but are not limited to:

• Answering all incoming calls on the assigned direct-dial phone line in the InstyMeds Patient Service Center (PSC):
• Assisting patients and clients using the phone on InstyMeds dispensers to ensure successful dispenses of prescription medications:
• Provide clear and concise answers to patient questions about any steps in the InstyMeds prescription dispense process;
• Resolve issues and communicate resolution outcomes and/or instructions to patients clearly and concisely to ensure patient satisfaction with their experience using the InstyMeds service;
• Escalate issue resolution and request support from other InstyMeds or client staff per department standard operating procedure protocol as needed.
• Conducting all communications with patients and client staff in a professional manner and with a friendly and customer-centric attitude to deliver consistently positive experience with the InstyMeds PSC.
• Processing insurance claims for prescription medications:
• Ensuring accurate, timely and efficient processing of all insurance claims associated with prescriptions dispensed by InstyMeds.
• Completing and closing insurance claims initiated by patients and clients.
• Helping PSC meet and exceed patient and client satisfaction goals.
• Helping PSC meet operational and quality goals for customer service metrics.
• Managing clinical and PHI data in a secure manner and in compliance with all applicable regulations.
• Completing all required compliance training on a timely basis.
• Maintaining documentation and providing reporting as required by department standard operating procedures.
• Collaborating with PSC teammates and company staff from other departments to successfully resolve patient and client issues.
• Contributing to department- and company-wide process and quality improvement projects as needed.
• Contributing ideas for improvements and updates to PSC standard operating procedures.
• Performing other responsibilities as assigned by PSC Supervisor.
• Maintaining excellent attendance and timely arrival for all scheduled shifts.
• May be required to work different shifts on any given day of the year.

Required Qualifications

• Pharmacy Technician certification highly preferred but not required.
• Customer service and/or call center experience desirable (or willingness to learn on the job).
• Strong customer service aptitude and communication skills.
• Demonstrated ability and eagerness to solve complex problems in the performance of job responsibilities.
• Demonstrated team-orientation and ability to collaborate with others to ensure successful team performance.
• Self-starter with a strong motivation to meet goals and work effectively with a minimum level of direction and supervision.
• Quick learner with excellent retention of knowledge.
• Ability to efficiently use technology and applications.
• Ability to navigate between multiple systems and applications.
• Native-speaker level fluency in English.
• Fluency in Spanish and other languages a plus.

Job Benefits

As a new and valued member of the InstyMeds team you will be entitled to:

• Competitive Wages: $16 to $25 per hour
• Health insurance
• Dental insurance
• Life and Disability insurance
• Health Savings Account
• 401(k) with company match
• PTO & holiday time-off

Work Location: Hybrid or Remote

Job Type: Full-time

Pay: $16.00 - $25.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Experience:

• Customer service: 1 year (Preferred)
• Pharmacy technician: 1 year (Required)
• Call center: 1 year (Required)

Work Location: In person