Program Specialist

Allegis Group · Hyderabad city taluka, Pakistan

FULL TIMEPKR670 – PKR1.34 / yr

Job Description

Manage high volume inbound calls from patients, providers, and pharmacies regarding therapy status, prescriptions, and program questions.
Support callers across Patient Access Programs, HUB services, benefits verification, prior authorization, and pharmacy support processes.
Build trust and rapport with patients, caregivers, and healthcare providers through clear, confident, and empathetic communication.
Simplify complex healthcare, insurance, and reimbursement information into language patients can easily understand.
Ask probing questions and paraphrase what you hear to confirm understanding and avoid miscommunication.
Research across multiple systems and knowledge bases to identify the correct resolution, owning issues through to completion.
Document every interaction accurately and completely, maintaining the compliance and quality standards required in a regulated healthcare environment.
Manage call flow and back-to-back conversations while meeting Average Handle Time, First Call Resolution, and quality expectations.
Respond to vulnerable, frustrated, or anxious patients with composure, recognizing emotional cues and adapting your approach accordingly.

Bachelors degree preferred, or equivalent experience.
Minimum two years of experience in an international contact center or inbound voice support environment.
US healthcare experience is mandatory, preferably within Patient Access Programs, HUB, Reimbursement, Pharmacy Support, Benefits Verification, Prior Authorization, or PAP.
Experience handling patient, provider, payer, or pharmacy interactions is strongly preferred.

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