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Patient Advocate - Call Center

Company Name: Kroger Specialty Pharmacy
Position Type: Employee
FLSA Status: Non-Exempt



Position Summary

Perform duties to support patients with access to patient assistance programs working within the limits of prescribed routines. Demonstrate the company's core values of respect, honesty, integrity, diversity, inclusion, and safety.

Essential Job Functions

  • Receive notification of patients in need of financial assistance for their prescriptions; communicate with patients to provide information regarding assistance programs and community resources that provide the required assistance
  • Educate patient on available insurance options and alternate resources
  • Communicate with patients regarding available assistance programs and community resources that provide the required assistance and the processes necessary to obtain the patient assistance
  • Obtain required information and permission from patients and submit electronic applications for financial assistance, or provide patients with forms required by assistance programs
  • Follow up to offer assistance in completing documents properly and ensure applications are filed timely
  • Follow up with assistance providers to determine the status of applications, expedite consideration of requests, advocate on behalf of patients, and track the status of applications and related activity
  • Document patient assistance case activity, communications, correspondence, and assessments to ensure completeness and accuracy of patient records; enter approval information to patient account to ensure accurate claim processing and billing
  • Respond to incoming calls from patients, prescribers' offices, and patient assistance programs as primary representative to ensure continuity and maintenance of therapy while building trusted and enduring customer relationships that yield loyalty
  • Provide ongoing communication of specific case-related information as appropriate
  • Perform or assist with any operations, as required to maintain workflow and to meet schedules and quality requirements
  • Participate in any variety of meetings and work groups to integrate activities, communicate issues, obtain approvals, resolve problems and maintain specified level of knowledge pertaining to new developments, requirements, and policies
  • Perform other related duties as assigned
  • Must be able to perform the essential job functions of this position with or without reasonable accommodation
  • Minimum Position Qualifications

  • High School Diploma or GED
  • Any additional specialized training in general office routines and computer and software operation
  • 1 year of telephonic high touch, high quality customer service experience involving computer skills
  • Superior telephone customer service and relationship building skills
  • Demonstrated strength in active listening, understanding, clear oral and written communications in English
  • Ability to communicate difficult information while maintaining compassion and professionalism
  • Demonstrated ability to track, record, and maintain the current status of a high number of open activities, while maintaining workflow in keeping with processing standards for timeliness and quality
  • Proven ability to read and interpret and follow detailed instructions on computer screens
  • Excellent Microsoft Office software skills, including Excel and Outlook in Windows format with demonstrated adaptability to internal systems
  • Desired Previous Experience/Education

  • Ability to communicate with patients in a language other than English

    Education Level: High School Diploma/ GED Required
    Required Travel: None
    Required Certifications/Licenses: None
    Position Type: Full-Time

    Regions: Any; General Office- Cincinnati; Mid-Atlantic; Midwest; Mountain; South; West


    Jobs at Kroger: At Kroger, we hire people who have a passion for helping others and who want to build a relationship with our Customers. No matter what stage of your career, you can build your future at Kroger. We look for people who want more, aspire to be more and work hard to achieve their goals. Our focus on keeping the Customer first is what makes us successful. We offer many opportunities not only in our stores, but in Manufacturing, Logistics, Marketing, Finance, Human Resources, and many other fields.

    Company Overview: Kroger Family of Companies employs nearly half a million associates who serve over 11 million customers daily through a seamless shopping experience under a variety of banner names.  At The Kroger Co., we are Fresh for Everyone™ and dedicated to our Purpose: To Feed the Human Spirit®.  We are committed to creating #ZeroHungerZeroWaste communities by 2025.  Careers with The Kroger Co. and our family of companies offer competitive wages, flexible schedules, benefits and room for advancement.


     Posting Notes:  LA || Harvey || 2731 Manhatten Blvd #B17 || 70058 || Kroger Specialty Pharmacy || None || Call Center; Specialty Infusion; Specialty Pharmacy || Employee || Non-Exempt || Full-Time || None 

    Nearest Major Market: New Orleans

    Job Segment: Call Center, Medical, Pharmacy, Customer Service, Healthcare, Sales

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