Knipper Health Interview Event : Patient Support Reps. Patient Advocates and Team Lead of Patient Support

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Knipper Health is hosting a Pharmacy Interview Event at

Location: 2700 Blankenbaker Pkwy, Louisville KY 40299

We are hiring for the following positions :

Reenrollment Advocates ( temp position)

Patient Support Representatives

Patient Advocates

Team Lead of Patient Support

Tuesday, August 19th, 2025; Time: 10-3pm

Please apply to the event and bring resume to the interview event.

POSITION SUMMARY:

The Patient Support Representative supports patients and healthcare providers through inbound and outbound telephone support, as well as administrative functions.

RESPONSIBILITIES:

• Support inbound and outbound phone lines for the pharmacy
• Answer calls, emails and/or other requests from patients and/or healthcare providers while meeting or exceeding service level goals
• Able to balance priorities, working with team members, between inbound calls, responding to inbound email requests and making outbound calls to messages left on voicemail
• Accurately and completely capture information and update systems appropriately
• Be flexible, organized and able to comply with constantly changing program business rules
• Investigate issues that cannot be resolved at the time of the initial call and follow through until issue resolution
• Provide first call resolution where possible.  Demonstrate the ability to triage or escalate calls when first call resolution cannot be performed to the patient’s satisfaction.
• Provide availability, tracking and shipping information for patient’s medication as needed
• Respond to program inquiries from patients, authorized representatives, healthcare providers, patient advocates and caregivers in a prompt, courteous and professional manner ensuring compliance with state and federal regulations.
• Report adverse events/product complaint inquires received in accordance with standard operating procedures and current good manufacturer practices.
• Execute day-to-day operations specific to the assigned program(s).
• Maintain patient confidentiality at all times.

The above duties are meant to be representative of the position and not all-inclusive.

MINIMUM JOB REQUIREMENTS:

• High school diploma or equivalent
• Two (2) years of work experience in a customer service or customer focused role
• Must have proven ability to provide consistently high-quality of service

PREFERRED EDUCATION AND EXPERIENCE:

• Associate Degree or technical school training in a related field
• One (1) year of work experience in pharmacy, managed care, Medicaid and/or Medicare organizations, pharmaceutical and/or biotech manufacturer, insurance, medical office, or related field
• Experience with HIPAA and patient services
• Bi-lingual, English and Spanish

KNOWLEDGE, SKILLS & ABILITIES:

• Demonstrated empathy and compassion
• Excellent verbal and written communication skills
• Excellent organization skills and detail oriented
• Balance multiple priorities to meet expected response deadlines
• Adaptable, flexible and readily adjust to changing situations
• Ability to work independently and as a member of a team
• Ability to comprehend and apply basic math principles
• Ability to apply logical thinking when evaluating practical problems
• Ability to present information and respond to questions from stakeholders
• Ability to interact with a diverse group
• Ability to listen and demonstrate a high degree of empathy
• Demonstrated computer skills includes Microsoft Word, Excel, and Outlook
• Display tact and diplomacy in response to unfavorable or negative situations
• Demonstrated sensitivity and understanding when speaking with patients
• Demonstrated passion for speaking with people in an outgoing way

PHYSICAL DEMANDS:

• Location of job activities 100% inside
• Extensive manual dexterity (keyboarding, mouse, phone)
• Constant use of phone for communication
• Noise and/or vibrations exposure
• Frequently reach (overhead), handle, and feel with hands and arms
• Sit for prolonged periods of time
• Occasionally stoop, kneel, and crouch
• Occasionally lift, carry, and move up to 25 pounds

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The Team Lead, Patient Support would have the responsibility to monitor team activity and effectiveness, manage queues in the Call Center Software as unexpected increases/decreases in volumes dictate, update FAQs as required, handle escalations, expedite tickets issued by the teams, assist in training

KEY RESPONSIBILITIES:

• Lead team or group performance to meet or exceed daily, weekly, monthly goals established by Pharmacy Leadership team.
• Participate in training, daily monitoring and coaching of team members.
• Motivate and encourage agents through positive communication and feedback.
• Assist and provide guidance to staff for handling call escalations.
• Provide administrative support to the department Supervisor and/or support staff relative to department.
• Troubleshoot problems until resolved.
• Schedule employees, report and maintain files.
• Use the time reporting system; signing and reporting all exception time on a weekly basis.
• Complete other administrative tasks in a timely manner.
• Perform responsibilities in a professional manner, meeting Company mission and goals.

• Effective and written and oral communication across multiple departments.

The above duties are meant to be representative of the position and not all-inclusive.

MINIMUM JOB REQUIREMENTS:

• High School Diploma

• Ability to read, write, speak and understand the English language.

• Prior experience in training, lead roles, or supervisory experience within a contact center or customer facing environment

PREFERRED EDUCATION AND EXPERIENCE

• Nationally certified through the PTCB or another approved certifying agency

• Experience with drug reimbursement issues and claim adjudication process
• Experience with insurance benefits investigations; knowledge of U.S. Private and Government payers

• Experience with HIPAA, PDMA, cGMP adverse events

KNOWLEDGE, SKILLS & ABILITIES:

• Excellent written and verbal communication skills.
• Excellent analytical, problem solving and decision-making skills.
• Ability to accept changing workflows and unexpected demands requiring flexibility.
• Ability to work under pressure and appropriately prioritize responsibilities.
• Ability to work independently with minimal supervision.
• Ability to develop collaborative working relationships.

• Ability to prepare and write investigational reports for management review.
• Working knowledge of current including Good Documentation Practices, and Good Distribution Practices.
• Able to use Microsoft Excel and Word at the following levels:

• Word – low-Intermediate Level: This level of skills is sufficient to perform daily word processing tasks, such as, producing routine letters, memorandums, and informal reports. A person with this level of skills is able to use basic formatting, editing, printing functions and understands the document page setup. Should also be knowledgeable of “Mail Merge” functions for creating labels, envelops and letters by merging information from data sources, and should be able to create custom forms.
• Excel – low-Intermediate Level: Should be able to execute simple formulas, utilize pivot tables, sort, and analyze data to compile reports and present data to management.
• Proficient in use of computers and ability to learn internal software programs.
• Ability to use a calculator to perform basic math functions and understands the concept of same including: add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals; compute ratio, rate and percent.

PHYSICAL DEMANDS:

• Location of job activities 100% inside
• Extensive manual dexterity (keyboarding, mouse, phone)
• Constant use of phone for communication
• Noise and/or vibrations exposure
• Frequently reach (overhead), handle, and feel with hands and arms
• Sit for prolonged periods of time
• Occasionally stoop, kneel, and crouch
• Occasionally lift, carry, and move up to 25 pounds

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.