Position Summary

The Patient Service Specialist is a member of the Patient Care Services management team and is responsible for providing support, analysis, input, and recommendations. They partner with the department management team to support the needs of the department and staff daily.

The Patient Services Specialist is responsible for daily reports, department support, patient admission assignments, daily assessment and/or coverage of patient needs and is responsible for workload tracking and managing workload for all staff scheduled to be out of the office. This position facilitates the department quality assurance program providing chart assignments, guidance, monitoring, analyzation and reporting of data within Patient Services management team.

The Patient Services Specialist participates with staff training, education, mentoring and guidance for new and established staff in addition to participating in staff meetings and in-services and well as in focus groups, pilot programs and other additional development needs both internal and external to the department and company.

The Patient Services Specialist provides patient services support to an assigned patient census in addition to assisting in department patient overflow from PSR staff PTO, vacation or leave and is also responsible for providing additional support and assistance to the Senior Director, Patient Services, Patient Services Supervisor/Managers and Patient Services Team as directed.

Essential Functions and Duties

• Generate and analyze daily reports including but not limited to shipment tracking, delays, exceptions, Patient Services Representative workload, Department needs, PTO Coverage needs etc..

• Evaluation/assignment of incoming new patients. Interdepartmental communication/collaboration for evaluation and Patient Care Coordinators’ assignments

• Facilitate Patient Care Services department Quality Assurance program, including but not limited to analyzing data and recommendations for QA Program additions, changes, or updates.

• PCC Chart Auditing and reporting

• Analyze Quality Assurance data – active participant in resolution discussions, revision strategy, process revisions and staff mentoring.

• Department process development, evaluation, revision, and training. Providing input, recommendations for revision and guidance as a subject matter expert

• Staff training. Provide staff training, education, mentoring and direction for new and tenured staff as directed by Senior Director, Patient Services.

• Extensive knowledge of the Patient Services department, systems, processes, job responsibilities and duties.

• Extensive knowledge of the disease states, medications, supplies, coordination and medical management of immune globulin, monoclonal antibodies and blood disorder medications.

• Provide daily support to department management, peers and department staff including supervisory duties as needed and directed by Senior Director, Patient Services

• Focus groups/pilot programs: participation in focus groups, pilot programs, new process analysis/revision and other development needs to internal and external to the department and company as directed by the Senior Director, Patient Services.

• Special projects: lead, develop and facilitate departmental response to special project needs including but not limited to payor formulary, brand change, payor separation, medication and supply recalls and other department and/or companywide projects.

• Knowledge of shipping company(ies), options, programs, and reporting. Active staff member of department escalation team with the ability to intervene and work towards an appropriate solution to shipping issues and concerns.

• Provide supervisory direction when appropriate. Communicate, lead, train, and partner with all Team members on a consistent and daily basis.

• Assist with building a firm foundation for incoming and existing team members – promoting solidarity, trust and inclusivity while maintaining an efficient and ethical work environment both within and outside the department.

• Maintain/obtain a full understanding of required systems, programs, and technology needed to provide input, guidance, training, and support to department staff.

• Maintain a patient census of approximately thirty (30) patients within the required departmental processes. Including but not limited to on-going patient support services, obtaining patient updates, orders, service needs, placing medication orders, coordination of clinical needs with a full understanding of the disease states, medications and management needs for home administration.

• Ability/willingness to participate in conflict/complaint/grievance or occurrence resolution including but not limited to all levels of communication, documentation, reporting and follow up.

• Work with the Senior Director, Patient Services to ensure supervisors, department, patient load, and team needs are attended to consistently, professionally, fairly and as appropriate.

• Responsible for efficient and knowledgeable response and support to Medication Recalls.

• Promote the Nufactor service model, product lines and positive corporate image.

• Maintain a professional and ethical relationship with work peers and customers internal and external to the company. Including but not limited to all internal departments, patients, caregivers, nursing agencies, nurses, referring/prescribing physician offices, hospitals, outpatient clinics, manufacturing representatives, consumers etc. All Nufactor staff are responsible for their behavior at all times, promoting high level professionalism and Nufactor corporate values.

• Networking / maintaining a professional and ethical image and relationship with consumer groups, patient advocacy organizations, fundraising organizations, including but not limited to attending local, regional and/or national events, tradeshows or meetings as directed and approved by Senior Director, Patient Services.

• Receive patient referrals when appropriate from direct patient referral sources. Forwarding to Intake Department for follow up.

• Step in as Patient Services management member in the event of PTO or additional needs for coverage arise as requested by Senior Director, Patient Services.

• Participate in staff on-call rotation as needed.

• Responsible for knowledge and proficiency in all duties of all levels of the PCC staff role. Pursue and participate in ongoing professional development.

• Communicate thoroughly, timely, and regularly with direct supervisor regarding all questions, concerns, needs or issues.

• Communicate and partner with all necessary teammates to ensure our Nufactor DME (pumps) are tracked, maintained, and returned as needed. Always working towards compliance to the best of their ability.

• Conflict resolution for conflicts, concerns, or complaints internally or externally including active participation and guidance through resolution as well as reporting and/or working with Human Resources as needed and appropriate.

• Work from a remote/home office with efficiency and effectiveness. Working a full forty (40) or more hour work week in your office space being accounted for by your work, your actions, and your active availability via company issued computer and iPhone during an established daily/weekly time schedule.

• Patient retention.

• Adheres specifically to all company policies and procedures, Federal and State regulations, and laws.

• Display dedication to position responsibilities and achieve assigned goals and objectives. Understand and internalize the company’s purpose and display loyalty to the company and its organizational values.

• Display enthusiasm and dedication to learning how to be more effective on the job and share knowledge with others.

• Work effectively with co-workers, internal and external customers and others by sharing ideas in a constructive and positive manner; listen to and objectively consider ideas and suggestions from others; keep commitments; keep others informed of work progress, timetables, and issues; address problems and issues constructively to find mutually acceptable and practical business solutions; address others by name, title, or other respectful identifier, and respect the diversity of our work force in actions, words, and deeds.

• Comply with the policies and procedures stated in the Injury and Illness Prevention Program by always working in a safe manner and immediately reporting any injury, safety hazard, or program violation.

• Ensure conduct is consistent with all Compliance Program Policies and procedures when engaging in any activity on behalf of the company. Immediately report any concerns or violations.

• Other duties as assigned.

Supervisor Responsibilities

• Available as back-up