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Customer Support/Data Entry CareMetx. . Customer Support/Data Entry. . Fully Remote • Remote 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.. . Description. . POSITION SUMMARY:. . Under the general supervision of the operational program leadership, The Customer Support Coordinator (CSC) / Intake Coordinator (IC) maybe a hybrid role between Customer Support and Data Entry functionalities based on the needs of the business.. . In this role the individual may be responsible for handling all inbound and/or outbound customer service inquiries via telephone from a patient, prescriber, insurance company, pharmacy, or an internal partner as well as review and assess incoming referrals to ensure requirements are met before a patient record is created in the database system.. . In this role the individual works to understand and solve problems in a timely manner. They document all interactions into the database and escalate issues as necessary.. . PRIMARY DUTIES AND RESPONSIBILITIES:. . . Handle incoming customer service inquiries from patients, prescribers, insurance companies, external partners, or internal partners. Research and resolve problems in a timely manner. Assist the callers by helping them understand the need for additional information to complete the benefits investigation process, or transfer of the case to the pharmacy partner.. . Create and/or edit a patient’s record in the database system by entering demographics, insurance information, and prescription from incoming referrals (referrals are received via incoming phone calls, facsimile, or a prescriber web portal).. . May initiate outbound telephone calls to patients for various reasons such as to collect additional information to complete a benefit investigation, or to explain the outcome of the benefit investigation conducted by the Reimbursement Specialist among other reasons.. . May make outreach to a prescriber via phone, facsimile, or mail to request additional information needed for the completion of a benefit investigation, provide the benefit outcome, or inform them in the event that the patient is not being responsive to telephone calls or mailed letters among other reasons.. . Attach incoming facsimile images to a new or existing patient record.. . May identify and escalate concerns received from patients, prescribers, partners, or insurance companies so that corrective action can be pursued accordingly.. . Generate letters and brochures for patients, prescribers, or partners.. . May document the outcome of all interactions associated with the patient record into the database system.. . Adhere to the quality, production, and turnaround standards associated with the assigned program.. . Reports all Adverse Events (AE) disclosed in alignment with training and Standard Operational Procedures (SOP). . Other duties as assigned – Duties, responsibilities and activities may change or new ones may be assigned at any time with or without notice.. . . Qualifications. . EXPERIENCE AND EDUCATIONAL REQUIREMENTS:. . . High school diploma or equivalent. . One or more years of experience in a highly skilled and fast paced call center environment. Call center experience in Specialty Pharmacy, Pharmacy Benefit Management (PBM), Commercial Insurance, or Patient Assistance Programs preferred, but not required.. . Knowledge of medical terminology preferred, but not required.. . . MINIMUM SKILLS, KNOWLEDGE AND ABILITY REQUIREMENTS:. . . Detail oriented, good analytical skills, verbal and written communication skills, with demonstrated ability to communicate with others at all levels. . Ability to multi-task, independently prioritize and able to meet deadlines in a high call volume environment.. . Excellent interpersonal and customer service skills with a focus on customer satisfaction.. . Ability and initiative to work independently or as a team member.. . Ability to problem solve.. . Committed to high standards and accountability.. . Ability to type at least 35 words per minute. . Ability to adapt to a dynamic work environment. . Ability to learn quickly. . General computer knowledge including proficiency in Microsoft Office applications required. . .