Job Details

Title: Patient Resource Specialist / Customer Service Representative – Work from Home

Status: Remote, W-9 (Independent Contractor)

Become a Patient Resource Specialist, work from home, and make a difference by helping people!

As a Patient Resource Specialist, you'll provide services for our client, an innovative biotechnology and pharmaceutical company that is dedicated to reducing the barriers that prevent people from accessing and affording the medications they need. You'll provide compassionate customer service to their patients via outbound and inbound calls on weekday evenings.

Unlike many customer service opportunities, where you often don't know who you'll be engaging with on any given day, you'll be dedicated to a set list of patients. You'll build ongoing professional relationships with your assigned patients, reaching out to them at periodic intervals and becoming a trusted resource for them.

If you're a quality-focused, service-oriented individual who is patient, professional, and able to overcome obstacles while maintaining a positive attitude, this customer service opportunity may be just what you're looking for.

This remote opportunity pays independent contractors $15 per hour.

Essential Functions

• Placing scheduled outbound calls to patients within the promised time frame
• Building rapport and ongoing professional relationships with the patients you're assigned to
• Navigating a variety of resources and computer systems to respond to patient questions and provide them with the appropriate guidance, resources, and product information
• Preparing patients for provider visits
• Helping patients prepare for open enrollment
• Offering empathy and emotional support during patient interactions
• De-escalating patient concerns and handling sensitive conversations with professionalism
• Answering inbound calls from patients and returning their phone calls in a timely manner
• Using scheduling tools to manage your daily call schedule and schedule follow-up calls
• Maintaining detailed, accurate documentation and adhering to strict compliance requirements

About You

At least 3 years of call center, customer service, administrative support, or social work experience is required. Experience in healthcare or insurance is helpful, but not required.

You'll do great in this role if you have a genuine passion for helping people, a positive attitude, and an outgoing personality. It's also essential to have:

• Excellent verbal and written communication skills
• Ability to understand the healthcare and insurance industries and get comfortable with medical terminology
• Great active listening skills
• The ability to maintain a calm, caring, patient, and empathetic demeanor while interacting with people who are managing a medical diagnosis
• Strong attention to detail, including the ability to maintain accurate documentation
• Self-motivation and great time management skills
• The ability to multitask, stay organized, and adapt to change in a fast-paced environment
• Strong computer skills, including the ability to navigate multiple computer systems to access and document information and troubleshoot issues as needed
• The ability to travel to national meetings once per year for four days in February (travel and lodging expenses will be covered by the client)

Your Home Office Environment

To be a Patient Resource Specialist, you will need a Windows PC. Chromebooks and Macs cannot be used. You will need a computer and equipment meeting the following specifications, at a minimum:

• Access to high-speed, hardwired internet (no Wi-Fi or Satellite, please)

• A PC with Windows 10 or 11 (Macs and Chromebooks are not supported at this time)
• At least 8GB of useable RAM
• 500MB of free hard drive space
• An Intel Core or Intel Pentium 4 Processor
• Up-to-date antivirus software and an up-to-date version of Google Chrome or Microsoft Edge
• Dual monitors, each capable of displaying at least 1024 x 768 pixels
• A USB noise-cancelling headset
• A webcam for your Certification experience
• A cell phone to facilitate dual-factor authentication

Where NexRep Contracts

NexRep contracts with people in 31 states. The only states we do not currently contract in are: AR, AZ, CA, CO, CT, DC, HI, IL, MA, MD, ME, MN, MO, NJ, NY, OR, RI, VT, WA, and WI. We do not currently contract with anyone outside of the US.

Remote and Flexible

You'll be taking calls and making money from the comfort of your own home.

Please note that our third-party client requires that independent contractors service Monday-Friday, 2pm - 9pm ET, for a total of at least 30 hours per week. If you'd prefer to service fewer than 30 hours per week or would prefer not to service Monday-Friday from 2pm-9pm ET as an independent contractor, you're free to pursue a different opportunity within the NexRep Marketplace.

These hours of operation make this opportunity an especially great fit for people who prefer evening hours and want to make the most of their weekend – every weekend.

Pay and Perks

This customer service role starts at $15 per hour, with the opportunity to earn additional incentives each month for reaching client-determined goals.

Plus, your remote, independent contractor status allows you to work in the comfort of your own home – or anywhere in the US you can meet the office requirements.

You'll enjoy significant savings in expenses related to transportation, clothing, childcare or eldercare, and food. You may also qualify for home office tax deductions, but you should consult with an accountant to determine eligibility. In addition, you'll receive:

• One-on-one mentorship
• Free certification to provide you with the information you need to be successful as a Patient Service Representative. Certification runs for 5 weeks, Monday-Friday from 1pm-8pm ET. In the 5^th week, you'll service a set schedule that will include a mix of handling calls in Supported Production and then coming back together with the certification group to discuss your calls and experiences. This will give you an opportunity to reinforce your knowledge and get comfortable with calls before providing services independently.

Supported Production, which occurs after certification, runs for two weeks on the following schedule:

• Week 1: Monday-Friday, 1pm-8pm ET
• Week 2: Set your own schedule, Monday-Friday between 2pm-9pm ET
• Opportunity to earn up to $1,300 of incentives by reaching the milestones below:
• Completing the first two weeks of certification: $100
• Completing the second two weeks of certification: $100
• Completing supported production: $100
• Completing 45 days of service: $1,000
• Earn $15 per hour for hours serviced in Supported Production during week 5 of certification, and hours serviced in the two weeks of regular Supported Production.
• The chance to achieve better work-life balance

You'll also be able to take advantage of NexRep Perks, a program that recognizes the service provided by independent contractors to NexRep's clients and their customers via the NexRep Marketplace platform. With the NexRep Perks program, you'll have the opportunity to earn Perks points. As those points add up, you'll unlock access to Perks - exclusive discounts and savings on a variety of common expenses such as health and dental coverages, banking services, legal and technical support, and more!

Please note that NexRep is connecting independent contractors to exclusive discounts and savings opportunities and is not providing employee benefits nor establishing an employee benefit program. Each independent contractor makes their own decision whether to engage with a Perks Partner. NexRep receives no compensation in any form from the Perks Program.