Job Description
Portal Support Specialist
Fully RemoteRemote Worker – N/A
Description
From Intake to Outcomes, CareMetx is dedicated to supporting the patient journey by providing hub services, innovative technology, and decision-making data to pharmaceutical, biotechnology, and medical device innovators.
POSITION SUMMARY:
Under the general supervision of the Program Manager, the Portal Support Specialist is responsible for customer service and facilitation of effective use of program hosted portals, such as the Health Care Provider Portal and the Field Portal (as needed). The Portal Support Specialist will work interactively with healthcare providers and manufacturer clients. The Portal Support Specialist responds to all HCP office requests for assistance in portal use, including registration, patient enrollment and general reporting from the portal. Documents all interactions into the CareMetx Connect system in compliance with HIPAA regulations.
PRIMARY DUTIES AND RESPONSIBILITIES:
- Acts as single point of contact and voice for all HCP office staff user of the portal.
- Demonstrates the effectiveness of the portal while facilitating live client and consumer sessions.
- Anticipates issues to improve the quality of products/services produced or delivered.
- Capture all system incidents from consumers and field personnel.
- Serves as a portal use advocate and enhances the caller/contact experience.
- Coordinates access to key features in the use of the portal
- Responsible for day-to-day administration and monitoring of all portal resources and systems.
- Manage non-routine client requests and research client escalations.
- Manages portal registrations in coordination with other team members.
- Guide physician office staff and patients on how to complete and submit all necessary program applications in a timely manner.
- Provides exceptional customer service to external customers; resolves any customer requests in a timely and accurate manner; escalates complaints appropriately.
- Understands the importance of providing an excellent customer service experience to HCP office staff as these are key external stakeholders for our clients team.
- Coordinate with inter-departmental associates as necessary.
- Work on problems of moderate scope where analysis of data requires a review of a variety of factors. Exercise judgment within defined standard operating procedures to determine appropriate action.
- Typically receives little instruction on day-to-day work, general instructions on new assignments.
- Must be knowledgeable of key regulations, including HIPAA regulations and always be HIPAA compliant.
- Perform related duties as assigned.
Qualifications
EXPERIENCE AND EDUCATIONAL REQUIREMENTS:
- Previous 3+ years of experience in a physicians office, healthcare setting, and/or technology support background preferred.
- Experience in technology use and understanding of portals.
- Bachelors Degree Preferred.
MINIMUM SKILLS, KNOWLEDGE AND ABILITY REQUIREMENTS:
- Excellent verbal and written communication skills.
- Ability to multi-task and adapt to changing priorities.
- Proficient keyboard skills.
- Competency in MS Word and Excel.
- Knowledge of HIPAA regulations.
- Detailed oriented and highly organized.
- Excellent interpersonal skills.
- General knowledge of pharmacy benefits, and medical benefits.
- Ability and initiative to work independently or as a team member.
- Ability to problem solve.
- Customer satisfaction focused.