Clinical Outreach Specialist

View full description

Requirements:

• Prior experience working in physician offices or other healthcare delivery environments
• Prior experience with electronic health record (EHR) platforms
• Has a working understanding of medical prescription processing, including electronic prescription submission and prior authorization processing
• Experience in making cold outreach calls
• Strong interpersonal skills to engage with offices and develop good working rapport with office staff and physicians alike

Responsibilities:

• Provide excellent customer service by communicating effectively with prescribers and office staff via phone call and digital message formats
• Provide effective cold call outreach to build office relationships and maintain ongoing rapport with offices and physicians
• Understand and explain end-to-end prescription lifecycle to provider offices with appropriate level of detail
• Understand and explain program-level rules, expected patient copays, and expected processing timelines and be able to accurately and clearly explain to prescribers and office staff
• Provide best practices to pursue coverage for patients via the prior authorization process
• Triage, resolve, and respond to order-related escalations or one-off requests
• De-escalate providers by using active listening, determining the correct root cause, and reassuring HCPs about solutions and our ability to serve
• Recommend solutions for internal teams at PHIL based on feedback to prevent errors and improve Health Care Partners experience
• Understand needs of HCPs based on their patient population and behavior and recommend effective solutions to increase medication access for patients