Patient Care Advocate II

 As a pharmaceutical support industry leader, UBC is devoted to empowering health solutions for a better  tomorrow. We take pride in improving patient outcomes and advancing healthcare. At UBC we provide   services to enhance the entire drug development process and commercialization lifecycle - From clinical   trial support to real-world evidence generation.  

 Embark on a rewarding career journey with UBC! Grow your career while making a meaningful impact  on the world around you. UBC fosters a culture built on our Core Values being: Collaborative,   Conscientious, Curious, Consultative, and Compassionate. We believe in an inclusive workplace that  fosters creativity. 

 If you are seeking a career that will challenge, inspire, and reward you, join us at UBC! 

Patient Care Advocate II

Shift: Mon-Fri 8a-6p CST 

Brief Description:   

Complete assigned duties to coordinate the in-home services needed for a patient referral.  Complete patient enrollment and telephony support of assigned program(s).  This could include (but is not limited to) Data Entry, Coordination Services, Training Administration, completion of patient coordination services within strict SLA guidelines, and following industry regulations.  Document issues and resolution in a common database. Help to identify repetitive problems or questions in order to pursue process or procedural changes. May assist supervisor with work distribution and work plan development. Escalate issues as necessary.

Specific job duties:

• Handle inbound and outbound calls and written documentation while maintaining service levels.
• Make independent judgements in order to respond to complex or critical program needs.
• Coordinate multiple parties using the clinical network for a common service provision in the home.
• Administer and assign approved training modules to external clinicians/vendors.
• Maintain accurate and complete documentation of all inquiries. Identify, document, report all repetitive questions and/or problems, and recommend potential solutions.
• Assist with work distribution, expedition, and the development of work plans for reps.
• Other special projects as assigned.
• Provide on-the-job training for new or existing agents.  
• Work collaboratively with other team members to ensure best practices are shared across operations.
• Adhere to department expectations as it relates to performance accuracy and quality monitoring.
• Follow UBC Handbook, and departmental SOPs.

Desired Skills and Qualifications:

• High school diploma or equivalent; and 1-3 years relevant work experience
• General PC knowledge including Microsoft Office and Internet; Excellent verbal presentation and communication skills
• Ability to handle challenging callers in a professional manner
• Ability to adapt in a dynamic work environment; quick learner
• Ability to solve problems and make decisions
• Willingness to work a flexible schedule for peak call times
• Proficient ability to enter data timely and accurately

UBC is proud to be an equal opportunity employer and does not discriminate because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state, or local protected class. We are committed to a diverse, equitable and inclusive culture that fosters respect for each other, our clients, and our patients.