Portal Support Specialist

From intake to outcomes, CareMetx is dedicated to delivering industry-leading patient access solutions and support services that help patients quickly start and stay on specialty therapy treatments. We provide scalable, efficient digital hub services for pharmaceutical companies and healthcare providers, streamlining workflows with seamless integration for patient enrollment, consent, and prior authorization. Our best-in-class patient support services enhance every step of care, connecting patients, providers, and brands to drive better outcomes and accelerate time-to-therapy. 

JOB TITLE: Portal Support Specialist

POSITION SUMMARY:

Under the general supervision of the Program Manager, the Portal Support Specialist is responsible for customer service and facilitation of effective use of program hosted portals, such as the Health Care Provider Portal and the Field Portal (as needed). The Portal Support Specialist will work interactively with healthcare providers and manufacturer clients. The Portal Support Specialist responds to all HCP office requests for assistance in portal use, including registration, patient enrollment and general reporting from the portal. Documents all interactions into the CareMetx Connect system in compliance with HIPAA regulations. 

PRIMARY DUTIES AND RESPONSIBILITIES:

• Acts as single point of contact and voice for all HCP office staff user of the portal.
• Demonstrates the effectiveness of the portal while facilitating live client and consumer sessions.
• Anticipates issues to improve the quality of products/services produced or delivered.
• Capture all system incidents from consumers and field personnel.
• Serves as a portal use advocate and enhances the caller/contact experience.
• Coordinates access to key features in the use of the portal
• Responsible for day-to-day administration and monitoring of all portal resources and systems. 
• Manage non-routine client requests and research client escalations.
• Manages portal registrations in coordination with other team members.
• Guide physician office staff and patients on how to complete and submit all necessary program applications in a timely manner.
• Provides exceptional customer service to external customers; resolves any customer requests in a timely and accurate manner; escalates complaints appropriately.
• Understands the importance of providing an excellent customer service experience to HCP office staff as these are key external stakeholders for our client’s team.
• Coordinate with inter-departmental associates as necessary.
• Work on problems of moderate scope where analysis of data requires a review of a variety of factors. Exercise judgment within defined standard operating procedures to determine appropriate action.
• Typically receives little instruction on day-to-day work, general instructions on new assignments.
• Must be knowledgeable of key regulations, including HIPAA regulations and always be HIPAA compliant.
• Maintain regular and reliable attendance, including being present, on time, and prepared for work as scheduled.
• Performs other related duties as assigned.

EXPERIENCE AND EDUCATIONAL REQUIREMENTS:

• Previous 3+ years of experience in a physician’s office, healthcare setting, and/or technology support background preferred.
• Experience in technology use and understanding of portals.
• Bachelor’s Degree Preferred.

MINIMUM SKILLS, KNOWLEDGE AND ABILITY REQUIREMENTS:

• Excellent verbal and written communication skills.
• Ability to multi-task and adapt to changing priorities. 
• Proficient keyboard skills.
• Competency in MS Word and Excel.
• Knowledge of HIPAA regulations.
• Detailed oriented and highly organized.
• Excellent interpersonal skills.
• General knowledge of pharmacy benefits, and medical benefits.
• Ability and initiative to work independently or as a team member.
• Ability to problem solve.
• Customer satisfaction focused.

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• While performing the duties of this job, the employee is regularly required to sit
• The employee must occasionally lift and/or move up to 10 pounds.

WORK ENVIRONMENT: 

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.

SCHEDULE:

• Must be flexible on schedule and hours
• Some travel may be required

CareMetx considers equivalent combinations of experience and education for most jobs. All candidates who believe they possess equivalent experience and education are encouraged to apply.

At CareMetx we work hard, we believe in what we do, and we want to be a company that does right by our employees. Our niche industry is an integral player in getting specialty products and devices to the patients who need them by managing reimbursements for those products, identifying alternative funding when insurers do not pay, and providing clinical services.

CareMetx is an equal employment opportunity employer. All qualified applicants will receive consideration for employment and will not be discriminated against based on race, color, sex, sexual orientation, gender identity, religion, disability, age, genetic information, veteran status, ancestry, or national or ethnic origin.