Access & Support Specialist

Role Summary

The Access & Support Specialist provides limited reimbursement support services to healthcare providers and patients in keeping with United Therapeutics (UT) policies and procedures. This role also responds to requests for assistance, conducts eligibility reviews, and ensures that Patient Assistance Program participants meet ongoing requirements.

Responsibilities

• Provide limited, approved, and otherwise publicly available information to explain prior authorization, appeal, and denial issues specific to different payors
• Ensure all questions and calls are documented and responded to in a timely manner
• Collect and conduct benefits investigation information in an efficient manner
• Communicate with healthcare providers, insurance plans, patients, and their authorized representatives as needed. Triage inquiries appropriately and escalate issues per established escalation protocol
• Effectively utilize UT software and tools for the coordination of the patient assistance program support, as well reimbursement support, and conduct assistance application completion verification
• Execute required tasks to record re-certification and other additional records while patient is provided access. Collect, categorize, and store necessary records to prove eligibility for patient assistance program
• Ensure accurate reporting of calls and activities to management. Ensure all department records are current, accurate, and well maintained
• Ensure ASSIST operations follow established policies and procedures. Report any instances of misconduct or non-compliance with UT policies and procedures
• Follow UT code of conduct, policies and procedures, standard operating procedures, and any other business rules applicable to ASSIST
• Provide information and data to management in a timely and complete manner
• Communicate and collaborate professionally with team members, Field Reimbursement Management Team, and clients
• Complete assigned training and education requirements. Maintain expertise and up to date knowledge of UT patient access and UT copay programs policies, procedures, business rules, related operations, and insurance requirement for UT products
• Complete special projects with limited oversight and supervision, and mentor new team members on an as needed basis

Qualifications

• H.S. Diploma or General Education Degree (GED)
• 2+ years of experience in a customer service/reimbursement support environment and/or in a healthcare/life sciences related field
• Experience working with insurance providers
• Demonstrated excellence in customer service
• Proficient in reimbursement support and insurance coverage
• Ability to review available coverage information
• Able to effectively handle questions pertaining to prior authorizations, denials and appeals
• Essential telephone and electronic communication skills
• Demonstrated ability to work as a team member with a focus on exceeding customer/client expectations
• Problem solving skills
• Able to handle challenges in a professional manner
• Self-motivated and able to demonstrate initiative to work independently
• Strong interpersonal communication, time-management, organization and relationship building skills
• Able to work a flexible schedule if necessary
• Proficiency with MS Office Suite and internet applications

Education

• Preferred: Associate Degree

Additional Requirements

• Job Location: Melbourne, FL (onsite Monday - Friday, 10:00 a.m. - 7:00 p.m.)