Patient Experience Specialist bei undefined

7,000 Diseases - 500 Treatments - 1 Rare Pharmacy 
 

PANTHERx is the nation’s largest rare disease pharmacy, and we put the patient experience at the top of everything that we do.  

If you are looking for a career in the healthcare field that embraces authentic dedication to patient care, you don’t need to look beyond PANTHERx. In every line of service, in every position and area of expertise, PANTHERx associates are driven to provide the highest quality outcomes for our patients.   

We are seeking team members who:  

Are inspired and compassionate problem solvers; 

Produce high quality work;  

Thrive in the excitement of the ever-challenging environment of modern medicine; and  

Are committed to achieving superior health outcomes for people living with rare and devastating diseases.  

At PANTHERx, we know our employees are the driving force in what we do. We cultivate talent and encourage growth within PANTHERx so that our associates can continue to explore their interests and expand their careers. Guided by our mission to provide uncompromising quality every day, we continue our strategic growth to further reach those affected by rare diseases.   

Join the PANTHERx team, and define your own RxARE future in healthcare! 

Location: Pittsburgh, PA (Hybrid) 

Classification: Exempt

Status: Full-Time

Reports to: Manager Role-Based Training 

Purpose:

The Patient Experience Specialist is responsible for developing materials and training staff in providing a premier service and support experience to patients, caregivers, and prescribers.  This position leads the overall program that defines  great service, and the expectations for PANTHERx’s staff who are interacting with patients, caregivers, and prescribers.  An onsite presence is required of this role several times a month as business needs require.  

Responsibilities

• Serves as the patient advocate—ensuring every customer interaction reflects empathy, respect, and efficiency. 
• Sets service standards for PANTHERx staff who communicate with patients, caregivers, and prescribers. 
• Creates and facilitates the delivery of patient experience learning programs for all staff members that communicate with stakeholders, including a competency assessment based on the training and including mock calls.
• Develops related new hire orientation program and ongoing programs for staff that interact with patients, caregivers, or prescribers over the phone to drive the highest level of service.
• Collects and analyzes patient satisfaction surveys, gather feedback, and identifies trends to improve services.
• Develops standards to measures of the patient experience that inform leadership of the current state of customer service and experience and recommend improvements that can drive higher satisfaction  numbers.
• Works closely with the Call Quality Monitoring team to define measurements, communication, and training of staff that drive the patient experience.  This includes call calibration efforts and peer-review of calls to improve the experience for patients, caregivers, and prescribers at PANTHERx.
• Facilitates coaching and learning interventions..
• Identifies and implements patient experience improvement activities 
• Assists in developing scripts, workflows, and communication best practices to enhance consistency and quality.

Required Qualifications

• High school diploma or equivalent. 
• Minimum of two (2) years of experience in a specialty pharmacy, healthcare, or patient support roles.
• Understanding of learning and training program development and delivery.
• Coordinating, planning, and executing service excellence programs.
• Experience educating and training leadership and frontline employees; and providing excellent customer service.
• Thorough understanding of call quality programs and their use to improve the patient experience.
• Ability to collaborate with internal stakeholders.
• Excellent communication, active listening, and conflict-resolution skills.
• Ability to handle sensitive information with professionalism and confidentiality (HIPAA compliance).
• Compassionate, patient-centered approach with demonstrated problem-solving abilities.

Work Environment 

This job works in a home office and professional office environment. When in-office this role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines, and communications via MS Teams. 

Physical Demands 

While performing the duties of this job, the employee is regularly required to sit, see, talk or hear. The employee frequently is required to stand; walk; use hands and fingers to handle or feel; and reach with hands and arms.  Visual acuity is necessary for tasks such as reading and working with various forms of data on a screen. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of the job.

Benefits:  

Hybrid, remote and flexible on-site work schedules are available, based on the position.  PANTHERx Rare Pharmacy also affords an excellent benefit package, including but not limited to medical, dental, vision, health savings and flexible spending accounts, 401K with employer matching, employer-paid life insurance and short/long term disability coverage, and an Employee Assistance Program!   Generous paid time off is also available to all full-time employees, as well as limited paid time off for part-time employees.  Of course we offer paid holidays too! 

Equal Opportunity: 

PANTHERx Rare Pharmacy is an equal opportunity employer, and does not discriminate in recruiting, hiring, promotions or any term or condition of employment based on race, age, religion, gender, ethnicity, sexual orientation, gender identity, disability, protected veteran's status, or any other characteristic protected by federal, state or local laws.