phil - Clinical Outreach Specialist
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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 • Willingness to learn and understand operational workflows in order to quickly determine root causes and to help suggest solutions • Can pinpoint and diagnose feedback from HCPs and turn it into meaningful and actionable insights to drive improvements across the organization • Can communicate professionally and courteously to reduce HCP churn and improve patient outcomes • Solution-oriented approach to find sustainable solutions for our HCPs • Excellent written and oral (phone) communication skills • Team player who wants to help build up others • Ability to be flexible in daily work activities as strategies and program needs change
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
Benefits
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