Patient Services Associate (Bilingual)

** 3 days/week in-office required (office in South Charlotte/Ballantyne area)

Key Responsibilities

• Insurance & Benefit Verification: Make outbound calls to insurance payers to verify coverage details, prior authorizations, and out-of-pocket costs for specialty or prescription products.
• Case Management: Guide consented patients through onboarding and ongoing therapy access, tracking case notes and actions inside Customer Relationship Management (CRM) or proprietary case systems
• Stakeholder Communication: Serve as the central point of contact for patients, caregivers, health care providers (HCPs), specialty pharmacies, and internal commercial/market access teams.
• Adherence & Support: Answer incoming inquiries, address access barriers, educate callers on program rules, and coordinate refill or support assistance.
• Compliance & Documentation: Maintain accurate, HIPAA-compliant patient records, document coverage summaries, and adhere to strict, protected health information (PHI) handling protocols.

Required Qualifications

• Education: Bachelor’s degree in a health, scientific, or business-related field is required
• Experience: 1-2+ years of experience in healthcare administration, specialty pharmaceuticals, or patient services preferred
• Technical Skills: Should be technically competent and capable of learning new software/applications quickly; experience with Salesforce CRM is a plus
• Knowledge Base: Familiarity with health insurance terminology, medical billing, and HIPAA privacy regulations
• Soft Skills: Strong verbal and written communication, active listening, empathy when dealing with chronically or acutely ill patients, and multi-tasking capabilities
• Bilingual (English + Spanish) highly preferred for this role