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Clinical Support Agent: Prescription Fulfillment

Customer Support | Minneapolis, MN | Full Time

Job Description

About Doctor On Demand

Doctor On Demand’s mission is to improve the world’s health through compassionate care and innovation.  We believe that health is personal, and means so much more than treating illness.  We're proud of the care we've provided over the years and the relationships we’ve developed with our patients, as evidenced by the 5-star reviews we continually receive. People use our service to gain access to some of the best physicians and licensed therapists in the country, all whenever and wherever is most convenient.  It’s as simple as opening the Doctor On Demand app on a smartphone or computer.

Through live video visits, our hand-picked, US-trained doctors take patient history, perform an exam, and recommend a treatment plan. Prescriptions, if needed, go directly to the pharmacy of choice. While insurance isn’t required, tens of millions of Americans enjoy covered medical and mental health visits through employer and health plan partnerships. To learn more about the hundreds of medical issues we treat, visit us at DoctorOnDemand.com.

 

About the Team

Our Customer Support team, located in the Minneapolis / St. Paul area, is responsible for multiple areas of the member/physician experience.  We support our members in every way possible, as well as work with our staff of physicians, to ensure they have the necessary support to deliver stellar care.  Our team of caring and dedicated agents are setting a new standard in digital health support and we are looking for candidates that want to do the same.

About the Role

In this fast-paced role, your primary responsibilities will entail communication with  pharmacies. You will be assisting in care of patients and communication with healthcare team.

Doctor On Demand Prescription Fulfillment Rep Profile:

  • Passionate about helping others.

  • Able to effectively demonstrate his/her empathy when with patients.

  • A critical thinker and loves to solve problems.

  • Confident. Will raise tough questions to leadership when he/she believes policies/rules may not be the best solution for the patient.

  • Appreciates change and wants to work for a company which is evolving how healthcare is delivered.

  • Experienced with handling sensitive data and situations; experienced working in healthcare

  • A strong verbal and written communicator.

  • Extremely detail-oriented, learns quickly from mistakes.

 

Responsibilities:

  • Respond to calls, emails, and live chats from members & pharmacies regarding prescriptions and other health care coordination needs.

  • Provide support to physician staff, to ensure patients obtain the appropriate care in a timely manner.

  • Identify and escalate priority issues that need immediate attention via established pathways and follow up if needed

 

  • Assist in prescription review and Prior Authorization medication management

  • Be self-motivated enough to complete tasks without being prompted

  • Willing to work flexible hours which may include evening or weekend shifts.


 

Required experience/skills:

  • Reside in the Minneapolis / St. Paul area

  • 2+ years of experience in healthcare

  • Medical Assistant, EMT, Paramedic, or Pharmacy technician certification or higher training

  • Knowledge of Healthcare and medical terminology.

  • Call center experience related to pharmacy or health care platform

  • Exceptional customer service skills.

  • Experience working with web based systems

  • Ability to type 50+ WPM

 

Preferred experience/skills:

  • Experience handling inbound support inquiries via phone, email, and chat preferred

  • HIPAA certified

  • Telecommuting experience is a plus but not required.

  • Mac experience

 

Perks:

  • Be part of a fast growing company doing exciting things in healthcare

  • Potential to advance as the department grows

  • Ability to work remotely, in the comfort of your home

  • Competitive time off and benefits policy

  • Cell phone stipend