Job Description

What you will be doing

As of August 24, 2021, AmerisourceBergen requires all U.S. team members to be fully vaccinated and show proof of completed vaccine status at time of hire. If you cannot receive the COVID-19 vaccine due to a disability/medical reason or sincerely held religious belief, you will be required to follow AmerisourceBergen’s policy and process to apply for an accommodation.

Shift Hours: 8:30am – 5:30pm EST with 3-4 late shifts per month required (10:00am – 7:00pm EST)

Location: Fully Remote

PRIMARY DUTIES AND RESPONSIBILITIES:

Depending on the specific contracted services an associate may perform one or more of the following activities:

Inbound Phone Queue/General Program Inquires.
Determination for support programs (Copay, Patient Assistance Program, Medicaid, etc.).
Pharmacy triage and coordination.
Order processing for wholesale orders.
Other follow-up activities (missing info, prior authorization, etc.).
Intakes and reports adverse events as directed.
Researches and resolves any claim denials or underpayment of claims.
Effectively utilizes various means for collecting information using program approved methods, which could include phone, fax, mail, and online methods.
Provides exceptional customer service to internal and external customers; resolves any customer requests in a timely and accurate manner; escalates complaints accordingly.
Reports any trends or delays to program management (e.g. billing denials, claim denials, pricing errors, payments, etc.).
Ensures all program correspondence and communication (phone, fax, mail, etc.) meets quality standards.
Works with patient, provider or internal shared services to ensure all necessary documentation is received and complete in accordance with program policy.
Works on problems of moderate scope where analysis of data requires a review of a variety of factors. Exercises judgment within defined standard operating procedures to determine appropriate action.
Required to be self-motivated, working from a queue (phone or system). Expected to perform work in accordance with defined standard operating procedures. Management will monitor queues and provide active feedback as required.
Performs related duties as assigned.

What your background should look like 

EXPERIENCE AND EDUCATIONAL REQUIREMENTS:

High school diploma or GED required.
Requires a minimum of three (3) years directly related and progressively responsible experience in customer service, medical billing and coding, benefits verification, healthcare, business administration or similar vocations.
An equivalent combination of education and experience will be considered.
A bachelor’s degree is preferred.

MINIMUM SKILLS, KNOWLEDGE AND ABILITY REQUIREMENTS:

Strong customer service experience.
Ability to communicate effectively both orally and in writing.
Ability to build productive internal and external working relationships.
Strong interpersonal skills.
Basic analytical skills.
Strong organizational skills and attention to detail.
General knowledge of the healthcare industry is preferred.
Proficient with Microsoft Excel, Outlook and Word.
Developing professional expertise; applies company policies and procedures to resolve a variety of issues.