Patient Support Specialist

(Please note that this position will require a consistent schedule of Sunday - Thursday. The hours are: Sunday: 8:30–4:30pm ET; Monday through Thursday: 10:30–6:30pm ET.) 

As one of the first members of the Ophelia team that a patient will interact with, our Care Coordinators are integral to creating a superior patient experience that supports Ophelia's ability to grow and achieve our mission. 

As a Patient Support Specialist Care Coordinator you will work directly with patients to remove barriers to care throughout the lifecycle of the patient journey. The support provided is in alignment with our Ophelia Care Model and CC (Care Coordination) Service Offering, intended to keep patients in care and improve patient outcomes.

In this role, you will follow defined processes and protocols that ensure our patients receive consistent, high-quality care. You will engage directly with Ophelia patients providing support across a wide range of areas including timely access to medication by investigating and solving prescription barriers, patient advocacy with pharmacies, obtaining prior authorizations from a patient's health insurance plan, collecting required documentation to allow members of Ophelia's clinical team to coordinate care with external health care providers and providing quality referrals.

To be successful in this role you must be proficient in leading effective communication, collaboration, coordination, and clear and concise documentation amongst multiple internal and external partners and agencies. You will become an expert in various technology platforms and channels of communication that Ophelia team members use to support our patients. This role reports to the Patient Support Specialist Lead Care Coordinator.

• Use effective written skills, with a high level of attention to detail, to complete professional documentation and to interact with patients, clinicians and external stakeholders through various communication channels to deliver patient-centered care in a safe and compliant manner
• Resolve issues related to prescriptions and insurance/pharmacy authorizations
• Interact and problem-solve with multi-disciplinary teams such as Patient Engagement Care Coordinators, Enrollment Coordinators, Financial Counselors, Clinicians, clinical team members, and Legal and Compliance partners
• Follow Ophelia's policies and maintain all confidentiality, compliance, and ethical standards
• Work autonomously and as part of a team within established procedures and practices
• Consistently practice our cultural values: champion our patients, communicate with kindness, learn and share freely, and get results

• Practice active listening, empathy, and solution-focused approaches to collaboratively engage with patients needing support
• Experience delivering outstanding patient experience or customer support, ideally at a consumer-focused healthcare company in a telehealth capacity
• Working experience and knowledge of patient advocacy with pharmacies, obtaining prior authorizations, and maintaining patient records
• Strong organizational skills and a keen eye for detail maintaining patient records and accuracy in responses
• A bias for action and getting things done: proactively taking on work without prompting, swiftly implementing solutions, and achieving results efficiently and effectively
• An aptitude for resilience and adaptability to change that is frequent in a start-up environment
• Flexibility to work some combination of evenings and or weekends