Specialist, Intake ll

Lake County, IL, US
Sep 15, 2019
Required Education
Associate Degree
Position Type
Full time
  • Handle escalated and complex cases from the Intake Specialist team; provide guidance and/or drive to resolution
  • Provide support to the Team Leads and Supervisors through managing queues, training, and any additional leadership functions
  • Completes the intake process of all applications into Customer Relationship Management System (CRM)
  • Associates and tags all images to the patient, data enters all information including patient demographic information, physician information, drug information, and all relevant application data such as income information, household information and insurance information into the CRM
  • Conducts initial assessment of application for missing information and completes missing information patient outreach process to obtain required data
  • Completes initial assessment of submitted applications. Identify appropriate work flow based upon business rules
  • Collaborate cross functionally to ensure processes are followed according to business rules and policies
  • Ensure all patient cases are documented in the CRM in accordance with all business rules and policies
  • Conduct renewal and year end recertification's process as determined by the AbbVie Patient Assistance Program (PAP)
  • Readily assists on special project within job scope to improve optimization when requested by management

  • High school diploma or equivalent required. College or a 2-year Associate Degree is preferred
  • A minimum of 3-5 years' experience within a healthcare provider, PBM, Specialty Pharmacy or Retail/Mail Order Pharmacy setting, strong core insurance (Medical and Pharmacy Benefit) knowledge
  • Previous experience handling escalated issues in a call center, integrated health care provider, managed care, or healthcare insurance setting desired
  • Strong attention to detail and work independently with minimal direction
  • High quality customer service skills
  • Ability to express ideas clearly in both written and oral communications