About NORD

The National Organization for Rare Disorders (NORD) is the leading independent nonprofit organization representing all patients and families affected by rare diseases. Come join our team and be part of the transformation and acceleration of research, and the development of evidence-based policy, care support and awareness campaigns to improve the lives of the 30 million Americans impacted by rare diseases. We offer a competitive compensation and benefits package along with a collaborative work atmosphere and flexible telecommuting options. Learn more at www.rarediseases.org.

Position Summary

The Patient Services Representative is a customer service provider, acting as a liaison to financial assistance by providing accurate information and collecting patient-sensitive data to facilitate access to NORDs Patient Assistance Programs. The Patient Services Representative interacts with patients, caregivers and healthcare providers demonstrating the highest level of customer service. NORD has delivered 30+ years of white glove assistance and the Patient Services Representative is on the frontline of providing this service. This is a fully telecommuting position based out of Danbury, CT.

Essential Duties and Responsibilities

• Demonstrate excellent customer service skills, including telephone, email communication and correspondence with patients, caregivers, healthcare providers and all internal and external customers
• Perform data entry in the Rare Care system, and maintain computerized patient/customer and program databases
• Effectively manage a large volume of phone calls and email communications
• Process referrals efficiently, timely and with attention to detail (best practice being within 24 hours of receipt)
• Document patient/customer interactions and respond to all requests within 8-24 hours
• Process applications accurately and completely, using the correct tools as implemented within the department and organization
• Respond to program and coverage inquiries and questions posed by current and prospective program enrollees
• Accurately review and process claims for payment by finance
• Follow communication procedures, guidelines, and policies, including, but not limited to, HIPAA regulations
• Attend trainings to develop relevant knowledge and skills
• Perform other duties and functions as assigned

Education/Experience

Bachelors degree, or a combination of education and experience

2 years of prior experience in a customer service setting, preferably in a health care environment

Knowledge, Skills and Abilities

Working knowledge of Microsoft Office, including Excel

Customer support experience, skill and orientation

Excellent interpersonal and communication skills

Familiar with healthcare insurances, medical billing and coding terminology

Able to work both independently and as part of a team

Adaptable and responsive to different audiences

Working Conditions

This is a fully telecommuting position and essential functions are typically performed in a home office setting. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

NORD is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status

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