Patient Support Travel, Logistics, & Reimbursement Job Listing at Kelly Services in Horsham, PA (Job ID US3590907_BH9917240)

Description

Job Description:
As a Patient Support Travel, Logistics, and Reimbursement Specialist, you will play a vital role in enhancing the patient experience throughout their treatment journey. Your responsibilities will encompass managing call center activities, facilitating travel and logistics arrangements, and providing reimbursement support for eligible patients. You will be the primary point of contact for a select group of patients and caregivers, utilizing an online case management system to ensure seamless support.
Key Responsibilities:

• Conduct day-to-day call center activities, including welcoming patients to the program, organizing travel and logistics, and handling reimbursement requests.
• Serve as the primary liaison for assigned patients and caregivers, ensuring they receive comprehensive support throughout their treatment journey.
• Manage relationships with treatment centers within your geographical territory to improve engagement and program performance.
• Respond to inquiries from patients, caregivers, and treatment centers regarding our patient support services, using established call guides.
• Execute administrative tasks related to travel and logistics requests, often on short notice, while providing compassionate support.
• Collaborate with external vendors to verify patient travel expenses in accordance with standard operating procedures (SOPs).
• Input and maintain accurate data in the patient management tool (Salesforce) to ensure compliance with program requirements.
• Adhere to all SOPs to guarantee program compliance while collecting necessary data from patients.
• Demonstrate empathy and compassion, delivering exceptional service to patients and caregivers throughout their treatment plans.
• Contribute to identifying operational improvements within the patient experience by monitoring performance as part of the Patient Support Call Center team.
• Assist with data collection to identify trends and insights that can enhance the program and customer experience.
• Perform additional duties as assigned.

Skills & Abilities:

• Proven ability to serve as a point of contact for patients and caregivers, managing inquiries from start to finish with excellence in case management.
• Adaptability to a dynamic, fast-paced environment with evolving patient and caregiver needs.
• Self-starter with strong problem-solving skills, capable of navigating ambiguous situations to resolve issues and ensure patient satisfaction.
• Exceptional communication skills to engage with patients and caregivers in a supportive manner throughout their treatment journey.
• Ability to remain calm, compassionate, and empathetic in stressful or urgent situations.
• Strong organizational skills with the ability to prioritize patient travel, logistics, and reimbursement support needs efficiently.
• Commitment to adhering to SOPs to maintain compliance throughout all processes.
• Ability to work collaboratively in a team environment, coordinating activities and building partnerships across multiple stakeholders.

Qualifications:

• Associate degree or equivalent required; a Bachelor's degree (B.S. or B.A.) is preferred.
• Minimum of 3 years of relevant experience, with a preference for pharmaceutical or medical call center experience.
• Demonstrated excellence in care management and compliance with program design standards.
• Proficiency in working with IT platforms (Salesforce) to manage patient cases effectively.
• Experience collaborating in a primarily virtual team environment, coordinating activities with internal and external organizations.
• Strong problem-solving abilities and the capability to make recommendations to leadership.
• Excellent oral and written communication skills, with the ability to convey empathy and support to patients; bilingual capabilities are a plus.
• Eagerness to take ownership and proactively support patients and caregivers throughout their entire journey.
• Strong phone and interpersonal skills, along with proper phone etiquette and active listening skills.
• Familiarity with Microsoft tools and the ability to accurately log calls in a CRM platform; comfort with technology is essential.
• This position is based in Horsham, PA, at the call center and may require limited travel for business meetings.

Hours of Operation (Post Training): Candidates are expected to be flexible according to business needs, with the following shift options available:

• 1st Shift: 8 AM - 4 PM
• 2nd Shift: 10 AM - 2 PM
• 3rd Shift: 12 PM - 8 PM

Training: Onsite training will be conducted in Horsham, PA. Following training, the position will be fully remote, with a likelihood of transitioning to a hybrid model.

 

As part of our promise to talent, Kelly supports those who work with us through a variety of benefits, perks, and work-related resources. Kelly offers eligible employees voluntary benefit plans including medical, dental, vision, telemedicine, term life, whole life, accident insurance, critical illness, a legal plan, and short-term disability. As a Kelly employee, you will have access to a retirement savings plan, service bonus and holiday pay plans (earn up to eight paid holidays per benefit year), and a transit spending account. In addition, employees are entitled to earn paid sick leave under the applicable state or local plan. Click here for more information on benefits and perks that may be available to you as a member of the Kelly Talent Community.

Opportunity is calling.

Ready for a contact center job that offers freedom and flexibility, and truly values your skills? We thought so. We're KellyConnect®—and wherever life takes you, we have great contact center opportunities that align with your preferred workstyle, schedule, and location. Looking to work from home, or work specific hours? No problem. Best of all, we only work with companies that share our focus on treating employees like the deeply valued people that they are.

About Kelly

Work changes everything. And at Kelly, we're obsessed with where it can take you. To us, it's about more than simply accepting your next job opportunity. It's the fuel that powers every next step of your life. It's the ripple effect that changes and improves everything for your family, your community, and the world. Which is why, here at Kelly, we are dedicated to providing you with limitless opportunities to enrich your life—just ask the 300,000 people we employ each year.

Kelly is committed to providing equal employment opportunities to all qualified employees and applicants regardless of race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, age, marital status, pregnancy, genetic information, or any other legally protected status, and we take affirmative action to recruit, employ, and advance qualified individuals with disabilities and protected veterans in the workforce. Requests for accommodation related to our application process can be directed to the Kelly Human Resource Knowledge Center. Kelly complies with the requirements of California's state and local Fair Chance laws. A conviction does not automatically bar individuals from employment. Kelly participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.

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