Field Support Liaison
Princeton, New Jersey, United States

Job Summary

Occupation Customer Service
Specialty Customer Support
Location 19053, Feasterville Trevose, Pennsylvania, United States
Visa Sponsorship No

Job Description

Last Update: 1/11/24
Primary Function:
Responsible for properly executing program business rules, while addressing concerns received from the field (physicians, sales force, pharmacies, etc.), and proactively reviewing queues and backlog.
Job Scope and Major Responsibilities:

Work with internal team members to address program concerns with manufacturer and/or manufacturer partners
Acquire a thorough understanding of the program business rules
Build a lasting relationship with manufacturer sales team by properly communicating and addressing any questions in a timely manner
Actively engage employees, clients, physicians, and pharmacies to proactively solve problems and ensure proper follow up
Provide updates to internal team members regarding referral status, as needed
Appropriately document all interactions within Asembias workflow system
Notify the Account Team of any suggested changes to address any system issues or enhancements
Communicate with internal contacts, manufacturers, insurance companies, pharmacies and patients to achieve program goals
Attend manufacturer meetings to support ongoing program development, as required
Escalate issues to appropriate management for resolution
Other responsibilities as assigned
Compliance with the provisions of the Health Insurance Portability and Accountability Act of 1996 and its implementing regulations, as amended (HIPAA)

Performance Criteria:
Success is defined by accurate and timely responses to inquiries from the manufacturer sales force, high levels of customer service, and program utilization by the sales force.
Required Qualifications:

The ideal candidate has 3-5 years pharmacy experience, and great customer service skills
Previous work experience in a call center environment or customer service role preferred
General knowledge of pharmacy laws, practices, and procedures
Knowledge of common medical terms/abbreviations and pharmacy calculations
Understanding of insurance and third-party billing systems
Individual must possess exemplary communication, organization and time management skills
Proficient in MS Word, Excel, and Outlook
Skill to prioritize and work in a fast-paced environment
Capability of working independently and as a member of a team
Ability to preserve confidentiality of protected health information (PHI)
Possess and maintain professional demeanor and courteous attitude

Asembia is committed to Equal Employment Opportunity (EEO) and to compliance with all Federal, State and local laws that prohibit employment discrimination on the basis of race, color, age, natural origin, ethnicity, religion, gender, pregnancy, marital status, sexual orientation, gender identity and expression, citizenship, genetic disposition, disability or veteran's status or any other classification protected by State/Federal laws.