Job Description

Job Purpose:

Representing clients on a variety of projects performing data entry and case processing of forms.


Manage day to day activities of patient and health care provider support requests and deliverables across multiple communication channels i.e. Fax, Chat, eMail, etc. Perform intake of cases and capture all relevant information in the Case Management system Ensure all support requested is captured within the Case Management system and routed to appropriate next step using decision tools and reference guides Ensure timely and accurate processing of requests including reviewing source documentation Escalate complex cases, when appropriate Maintain excellent quality standards for all client programs; adhere to program requirements and guidelines. Accurately transcribe and document information received via form into client databases

Reports To:

Call Center Supervisor, Operations Manager

Key Objectives:

Maintain excellent quality standards for all client programs; adhere to program guidelines. Accurately transcribe and data enter information required by individual programs and correctly capture in specific program databases. Adhere to all company policies and Standard Operating Procedures. Display flexibility within department to maximize utilization. Exhibit highly effective transcription and data entry skills meeting or exceeding productivity expectations. Must safeguard patient privacy and confidentiality by following the guidelines set forth in the Privacy and Security Rules of the Health Insurance Portability and Accountability Act (HIPAA).

Job Holder Specification:

Excellent english verbal, written and listening communication skills required. Bachelor's degree (

Preferred Final year pharmacy/biotech/physiotherapy graduates)

or equivalent work related experience required. Knowledge of reimbursement mechanisms for medical and pharmacy benefits, patient access processes and patient assistance programs: operational policies and processes preferred. Proficiency in reviewing intake documents thoroughly and entering information in database with little to no errors. Proficiency with Word and Excel Analytical thinking, problem solving and decision making. Ability to multitask and manage multiple parallel projects with strong time management skills

Location:

The jobholder is required to be located in the Gurgaon

Values:

Our values describe what is important to us as an organization. They are the guiding principles for how we should interact every day with each other. Living the Values creates an environment that will enable us to deliver success for our people, for our clients, and for our community. The values listed below are expectations of Ashfield managers.

Partnership



We build on Trust through delivering on our promises. We work in partnership with each other and with our clients. This way, we build relationships based on trust, integrity, and transparency.


Customer Focus


Upholds all responsibilities and obligations for internal and/or external customers Has high ethical standards and is honest in dealing with others Raises concerns openly Recognizes the importance of internal customers Puts the customer first

Teamwork


Works in diverse teams with ease, valuing mix of styles, perspectives and experience Excellent interpersonal and communication skills Gets the best from other team mates by listening, encouraging others and knowing when own contribution is required

Ingenuity



We are committed to solving problems and resourceful thinking every day. We build solutions for our clients using creativity and innovation.


Innovates


Is excited about the opportunities presented by change Seeks new and better ways of doing things Comes to situations with ideas and solutions to address issues Asks questions to gain clarity Constructively challenges the status quo

Quality

For us only the best is good enough. Quality underpins everything we say and everything we do. We set high standards, develop our people and deliver a quality service that will surpass our client's expectations.


Develops Capability & Talent


Open to learning, adapting and identifying opportunities for self-development Seeks feedback in order to improve performance Proactively looks for exposure to new aspects of the job Listens and wants to grow

Drives Accountability


Holds self accountable for delivering results and producing work of high quality Possesses a 'right first time' ethos and finds ways to exceed expectations Displays continuous improvement mind-set in all aspects of work Seeks ways to understand and learn from mistakes Understands and holds self accountable for quality and compliance responsibilities

Energy

We achieve our Clients' goals with imagination and passion. We are enthusiastic for success, always ensuring we engage, listen and work together to build the best solutions.



Action Oriented


Is engaged and enthused about work Takes initiative and doesn't wait to be asked Displays a can-do attitude in good and bad times Strives to be the best we can be

Expertise

Together we have a wealth of knowledge and skills built over many years. Through strong business and financial leadership, we deliver excellence and enhance our client experience.


Business and Organizational Awareness


Understands how own contribution contributes to results Understands what the organization delivers and our position within a global context Builds a network of useful contacts to help get things done more efficiently Is proactive and anticipatory with solutions to problems in the business Seeks to stretch own capability, willing to operate outside of comfort zone
Don't meet every job requirement? That's okay! Our company is dedicated to building a diverse, inclusive, and authentic workplace. If you're excited about this role, but your experience doesn't perfectly fit every qualification, we encourage you to apply anyway. You may be just the right person for this role or others.