Job Details

Call Center Navigator - Temporary

As we continue to grow, we are seeking a Call Center Navigator - Temporary to join our award-winning specialty pharmacy team. At Ardon, we are passionate about our mission to inspire people and improve lives through the delivery of high-quality, compassionate healthcare services. Our innovative work environment in Portland, Oregon, centers around uplifting collaboration with our employees as we care for patients. Our commitment to cultivating talent and fostering growth within our organization keeps Ardon ranked among the top 100 companies to work for in Oregon. Our specialty pharmacy Our state-of-the-art specialty pharmacy provides medications that are often used to treat complex or rare conditions. We deliver services to enhance the patient experience within the comfort of their home. We remove barriers to care and provide patients with the education, clinical care and supportive services they need on their treatment journey. We work to build trusted relationships and to be a resource where patients can turn for help. What it's like to work with our team Our progressive work environment embodies the notion that life is meant to be shared and lived well, through hard work, compassion, and camaraderie. Together, we enjoy team meals and celebrate events and company milestones. Employees like to relax in our lounge equipped with amenities that promote wellness and fun. We volunteer to support patient advocacy organizations within our community. Our employee-run DEI Group is dedicated to diversity and inclusion.

Join us! Do you want a dynamic career opportunity where you can make a difference? Explore the potential of your pharmacy experience in an elevated role. We are recruiting a Call Center Navigator - Temporary to join our team of health care professionals. The Call Center Navigator is responsible for supporting the pharmacy patient services department by providing exceptional customer service to inbound callers. This role will efficiently answer calls received from patients, caregivers, and health care providers. Call Center Navigators will receive information regarding the caller's needs and connect them with the appropriate pharmacy team for service requests and call resolution.

Job type: Temporary

Pay Range: $18.68 -$23.35 depending on experience. Actual pay is based on qualifications. Applicants who do not exceed the minimum qualifications will only be eligible for the low end of the pay range.

Benefits: Competitive pay Flexible PTO and paid company holidays Medical, dental, vision, disability and life insurance 401K match

Position specifications:

• Education and experience a. Required: i. High school diploma or GED. b. Preferred: i. Previous experience delivering exceptional customer service in a customer care setting.
• Physical and mental functions and activities a. Must be able to multi-task in a service provider setting. b. Must have excellent verbal and interpersonal communication skills. c. Must be able to express oneself, detect, perceive, observe, and assess information exchanged in a variety of communication methods. d. Must be able to demonstrate proficiency with computer applications. e. Must be able to work independently as well as part of a team.
• Working conditions a. Work is performed in an office environment, with extensive telephone work in stationary position. b. Business needs may occasionally require work in excess of 40 hours per week, including work outside of standard work week.
• Contact with others: a. Internally with Ardon employees across multiple departments. b. Externally with patients, caregivers and healthcare professionals.

Essential functions and activities:

• Develop and maintain knowledge of patient service communication platform and patient service department specialties.
• Learn and utilize protocols to receive patient, caregiver and healthcare professional inquiries or requests for services in a prompt and courteous manner.
• Learn and utilize protocols to coordinate with patient service departments to transfer callers to corresponding teams as appropriate in a friendly and supportive manner.
• Consistently provide a welcoming customer experience by communicating in an engaged manner and with empathy and urgency as appropriate.
• Ensure that incoming calls are answered in a timely, consistent, and organized manner to avoid the delay of patient care or pharmacy services.
• As applicable, communicate customer feedback and/or opportunities to improve customer experience to the Patient Services leadership personnel.
• Maintains patient confidentiality at all times.
• Actively participates and provides support as needed to leadership and quality program staff to ensure activities related to the company's quality management program and quality improvement activities maintain priority focus and are effectively executed.
• Complies with the company's Human Resources policies, Employee Handbook, Code of Conduct, and all department policies and procedures, including protecting confidential company, employee, and customer information; attending work punctually and regularly; and adhering to good safety practices in all activities.
• Performs other duties and responsibilities as assigned.

Additional/non-essential functions and activities:

• Performs or supports administrative tasks as needed.

Our ideal candidate has:

• Strong communication and interpersonal skills.
• Ability to effectively collaborate in a team setting.
• Proficiency in standard workplace software and/or information management applications.
• Prior experience working in a pharmacy or healthcare setting.
• Ability to navigate computer applications.
• Ability to work in a fast-paced environment.
• Knowledge of pharmacy benefit investigation, prior authorization support, and patient financial assistance connection.
• Prior experience working with physicians, nurses, or other healthcare professionals.

Ardon Health seeks to allow equal employment opportunities for all qualified persons without regard to race, religion, color, age, sex, sexual identification or orientation, national origin, marital status, disability, veteran status, or any other status protected by law.