Pharmacy Patient Advocate

Full TimeHybrid

Berwyn, PAPosted 4 days ago

Job Description

AscellaHealth | Berwyn, PA | Hybrid Shape the Future of Healthcare We’re seeking a Patient Advocate for our Contact Center to join our dynamic team at AscellaHealth, where your expertise will directly contribute to improving health outcomes for patients navigating complex, chronic conditions and rare diseases. This role offers the opportunity to serve as the primary point of contact between AscellaHealth and the stakeholders we support, including patients, healthcare providers, pharmacies, and health plans. This frontline role is essential in delivering white-glove customer service and ensuring a seamless, compassionate experience for patients throughout their treatment journey. The Patient Advocate is responsible for facilitating timely access to prescribed medications, conducting outbound calls, receiving inbound inquiries, and addressing questions with professionalism and empathy. A core function of this role is to remove barriers to access, ensuring the patient journey is effortless from the doctor writing the prescription to its delivery. The role is based in our Berwyn, PA office. During the initial four-week training period, the role will require to be in the office 5 days per week, Monday through Friday, during the hours of 8:00AM-4:30PM. Following training, the schedule transitions to a hybrid arrangement requiring three (3) days per week in the office, with a shift of 11:30AM-8:00PM. Apply now and join AscellaHealth - Where Innovation Meets Patient Care! About the role Critical parts of the job/Key Responsibilities <ul> <li style="font-size: 12pt;">Serve as the primary point of contact for patients, providers, pharmacies, and health plans, delivering concierge-level service and support.</li> <li style="font-size: 12pt;">Conduct inbound and outbound calls and texts to facilitate the patient journey and ensure timely access to prescribed medications.</li> <li style="font-size: 12pt;">Coordinate benefits investigations and work with pharmacy and medical benefit payers to secure coverage and approvals for therapies.</li> <li style="font-size: 12pt;">Assist patients with enrollment in financial assistance programs, including manufacturer copay cards, foundation assistance, and patient assistance programs (PAPs).</li> <li style="font-size: 12pt;">Provide clear, compassionate guidance to patients, addressing questions and concerns to reduce barriers and support medication adherence.</li> <li style="font-size: 12pt;">Track, log, and resolve all communications and actions in the contact management system with accuracy and timeliness.</li> <li style="font-size: 12pt;">Collaborate with internal teams and external partners to streamline processes and ensure efficient medication fulfillment and delivery.</li> <li style="font-size: 12pt;">Monitor patient cases from initiation to resolution, ensuring timely follow-ups and proactive communication.</li> <li style="font-size: 12pt;">Escalate complex or unresolved issues to appropriate internal stakeholders while maintaining ownership of the patient experience.</li> <li style="font-size: 12pt;">Perform other related duties as assigned or necessary; remain flexible and adaptable in work schedules and assignments as defined by department and organizational needs.</li> </ul> What this position will focus on Patient-centered care – As the frontline voice of the company, you will directly shape the experience of patients navigating life-changing specialty medications. Your empathy, expertise, and advocacy reduce barriers and inspire confidence when patients need it most. Access and adherence – By coordinating benefits investigations, securing prior authorizations, and enrolling patients in financial assistance programs, you will remove the financial and administrative obstacles standing between a patient and their prescribed therapy. Operational integrity – Your accurate case tracking, timely follow-through, and cross-functional collaboration ensure every patient case will be seen through to a positive resolution. Skills, Education & Abilities Essential Requirements <ul> <li style="font-size: 12pt;">Experience collaborating with healthcare stakeholders, including patients, providers, pharmacies, and health plans</li> <li style="font-size: 12pt;">Excellent oral communication skills with a compassionate and patient-centered approach</li> <li style="font-size: 12pt;">Demonstrated ability to deliver concierge-level customer service in a fast-paced environment</li> <li style="font-size: 12pt;">High attention to detail and organizational skills with the ability to manage multiple cases and priorities simultaneously</li> <li style="font-size: 12pt;">Strong interpersonal skills and the ability to work independently and effectively in a team setting</li> <li style="font-size: 12pt;">Dependable and punctual, flexible to work shifts as needed, including evenings or weekends, based on patient and business needs</li> <li style="font-size: 12pt;">Problem-solving mindset with the ability to de-escalate issues and find solutions quickly and effectively</li> <li style="font-size: 12pt;">The ability to handle sensitive and confidential information with professionalism and discretion</li> <li style="font-size: 12pt;">Commitment to maintaining a positive and empathetic attitude in all interactions</li> <li style="font-size: 12pt;">Able to thrive in a fast-paced environment with constantly changing priorities, flexible and adaptive to changing processes and procedures</li> <li style="font-size: 12pt;">Self-motivated and able to thrive in a results-driven environment</li> <li style="font-size: 12pt;">Proficient in Microsoft Office Suite, Excel, Word, PowerPoint, and Outlook</li> </ul> Qualifications <ul> <li style="font-size: 12pt;">A high school diploma or equivalent is required</li> <li style="font-size: 12pt;">2 or more years of experience in a healthcare contact center, patient support, specialty pharmacy, or related customer service role</li> </ul>   Preferred Qualifications <ul> <li style="font-size: 12pt;">An Associate's or Bachelor’s degree in healthcare, communications, or a related field is preferred</li> <li style="font-size: 12pt;">Familiarity with medical and pharmacy benefits, prior authorization processes, and financial assistance programs preferred</li> <li style="font-size: 12pt;">The ability to speak English and one or more additional languages is a plus</li> </ul>    <div class="content-conclusion">Ready to make an impact? Join us on our mission to transform specialty pharmaceutical services and improve patient lives. We’re looking for passionate professionals who share our commitment to excellence and innovation. Apply today and become part of a team that’s shaping the future of healthcare. About Us AscellaHealth is a mission-driven, global healthcare company focused on solving challenges across the complex specialty and retail pharmaceutical ecosystem—always with patients at the center of what we do. We partner with payers, pharmaceutical manufacturers, and healthcare stakeholders to improve access to critical therapies through technology-enabled solutions that span the full pharmaceutical lifecycle, from commercialization and specialty pharmacy to care coordination, distribution, and pharmacy management. Supporting more than 450 health partners and 1.2 million patients worldwide, our work makes a meaningful difference every day. What sets AscellaHealth apart is our culture. We are a collaborative, entrepreneurial team that values transparency, continuous learning, and shared purpose. Employees are encouraged to bring ideas forward, take ownership of their work, and grow alongside a company recognized by Inc. and the Financial Times for sustained success. At AscellaHealth, you’ll find a supportive environment where your contributions matter and your work helps shape the future of specialty healthcare.  Discover more about our mission, leadership team, and what makes us a great place to work by visiting <a href="https://ascellahealth.com/about-us">https://ascellahealth.com/about-us</a>   AscellaHealth provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.</div>