Patient Support Specialist - Remote

Merck Group • $68K — $104K *
US-AnywhereRemote in Boston, MA
Pharmaceuticals & Biotech
Less than 5 years of experience
Today
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Job Overview by Ladders

Qualifications

  • Bachelor's Degree in any discipline with 1+ year experience in reimbursement or customer care in medical field; or a High School Diploma with 4+ years in similar roles.
  • Proficient in Salesforce or SFDC system usage.
  • Strong ability in Microsoft Suite tools.
  • Excellent verbal and written communication skills required.
  • Bilingual English/Spanish is a plus.

Responsibilities

  • Deliver high-touch support to patients and providers on medication access and reimbursement.
  • Guide patients through insurance coverage and financial assistance options.
  • Investigate and document insurance coverage while complying with guidelines.
  • Resolve escalated reimbursement challenges with analytical and critical thinking.
  • Act as a senior expert and mentor to PSS peers in access workflows.
  • Identify and propose solutions to operational inefficiencies in reimbursement processes.
  • Monitor performance and manage escalations in collaboration with management.

Benefits

  • Health insurance coverage provided.
  • Paid time off (PTO) for work-life balance.
  • Retirement contributions to support future planning.
Full Job Description
Your Role:

In this role you will be directly responsible for facilitating access to prescribed EMD Serono products. The PSS will provide comprehensive patient access and reimbursement assistance across all therapeutic areas, where appropriate. This role will support patients, family members, caregivers and healthcare professionals by offering timely information on insurance coverage and financial support options. By addressing barriers to access and fostering strong relationships, the Patient Support Specialist will ensure a smooth experience in obtaining necessary therapies. Collaboration with internal teams will further enhance service delivery and improve patient outcomes, aligning with the company's commitment to advancing patient care.

Responsibilities include but are not limited to:
  • Deliver high-touch phone support to patients, caregivers, and providers on specialty medication access, benefits verification, prior authorizations, and appeals.
  • Guide patients through insurance reimbursement, copay cards, and financial assistance programs to eliminate affordability barriers.
  • Investigate coverage and document case activities in compliance with program guidelines, HIPAA regulations, and First Call Resolution targets.
  • Resolve complex, escalated reimbursement challenges using root cause analysis and solutions-focused critical thinking.
  • Serve as a senior subject matter expert and informal mentor to Patient Support Specialist (PSS) peers, sharing best practices on access workflows.
  • Proactively identify operational inefficiencies and propose preemptive solutions to streamline reimbursement processes and enhance patient care.
  • Monitor team performance, uphold service standards, and manage high-level escalations efficiently alongside management.
  • Bridge communication between leadership and the PSS team by reporting key performance metrics, aligning operational strategy, and driving cultural competence.
  • Monday - Friday 11:30am - 8pm.


Who You Are:

Minimum Qualifications:
  • Bachelor's Degree in any discipline and 1+ year of reimbursement, pharmacy technician, and/or customer care experience in the medical or health insurance field.

OR
  • High School Diploma OR GED and 4+ years of reimbursement, pharmacy technician, and/or customer care experience in the medical or health insurance field.


Preferred Qualifications:
  • Experience in Salesforce, or SFDC.
  • Proficient with Microsoft Suite.
  • Data entry experience.
  • Possess a winning mindset and enjoy collaborating in a team environment.
  • Customer-centric mentality.
  • Proven organization skills.
  • Excellent verbal and written communication.
  • Comfortable with running multiple systems at the same time.
  • Thrive in a fast-paced, high-volume environment.
  • Bilingual English / Spanish.


Pay Range for this position: $33 - $50 / hour

The offer range represents the anticipated low and high end of the base pay compensation for this position. The actual compensation offered will be determined by factors such as location, level of experience, education, skills, and other job-related factors. Position may be eligible for sales or performance-based bonuses. Benefits offered by the Company include health insurance, paid time off (PTO), retirement contributions, and other perquisites. For more information click here.

RSREMD

About Merck Group

Merck Group Careers

There has never been a more opportune time to join Merck Group, a leading science and technology company in healthcare, life science, and performance materials. Merck Group offers a plethora of job opportunities that cater to a variety of skills and professional aspirations, making it an ideal environment for both seasoned experts and those at the start of their career journey.

Work You’ll Do

At Merck Group, every team member contributes to breakthrough innovations in healthcare, life sciences, and electronics. The company's commitment to diversity and innovation fuels its leadership in various sectors, driving growth and transformation globally. Merck Group’s career paths are diverse, offering positions that challenge individuals to use their skills in new ways every day, supported by robust training programs and development opportunities.

Explore Job Opportunities and Growth

Merck Group is not just about jobs; it's about building a career. With a vast array of positions, from research and development to marketing and sales, the company is keen on hiring and nurturing talent to lead industry transformation. Merck Group’s dedication to professional growth is evident in its comprehensive benefits package and performance management processes that aim to maximize individual potential.

Internship Programs

Starting with an internship at Merck Group can be a pivotal step in securing a prosperous career. Interns gain invaluable industry experience, working alongside seasoned professionals and engaging in projects that offer real-world applications of their studies. Internships often lead to full-time employment opportunities, providing a seamless transition from education to professional employment.

Inclusive Culture and Leadership

Merck Group is proud of its inclusive culture that embraces diversity and fosters an environment where all employees can thrive. The company’s leadership is committed to creating a workplace where diverse ideas lead to innovative outcomes. Merck Group also offers diversity training to ensure all team members are equipped to contribute to the company’s inclusive goals.

Networking and Professional Development

Employees at Merck Group are encouraged to engage in networking and professional development activities that enhance their career trajectories. The company hosts various networking events, workshops, and seminars that are designed to hone skills and foster connections within the industry. Leadership development programs are also a cornerstone, preparing employees for future roles of increased responsibility.

Stay Connected with Merck Group Careers

Interested candidates can explore open positions that match their skills and interests through the Merck Group careers page. The company values curious, creative, and solution-driven team players who are eager to make an impact.

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Merck Group is continuously looking for individuals who are ready to drive innovation and lead in the global marketplace. Whether through full-time positions, internships, or leadership roles, Merck Group offers a career path filled with opportunities for growth, learning, and leadership.
Learn more about Merck Group
Industry
Pharmaceuticals & Biotech
* Ladders Estimates

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