The Patient Support Nurse will serve as the initial point of contact for patients, caregivers, and HCP staff, providing approved information and education regarding Oncology programs, including benefit discussions and product education. This role involves facilitating warm transfers to key stakeholders when necessary and strictly avoiding the provision of medical advice.

The role involves assisting patients with life-sustaining medications for rare or chronic diseases by engaging with patients, insurance companies, and multiple departments to process prescriptions and ensure timely shipment. Key functions include handling inbound/outbound calls for patient onboarding, making outbound calls to providers for prescription requests, and focusing heavily on accurate data entry into the computer system.

The Customer Service Representative will provide critical service by handling telephonic appointment scheduling, outreach calls, and managing email inboxes for the Behavioral Health program. This role also involves independently responding to complex customer inquiries and performing registration paperwork using systems like MyChart.

The representative will act as a trusted advisor and educator, proactively resolving member and/or provider questions and concerns using computer-based resources from the moment they log in. Responsibilities include guiding customers by explaining benefits, solving claim concerns, and helping locate doctors via telephone, chat, or email.