**SHIFTS FOR THIS ROLE RANGE FROM 8AM-12AM  WITH COVERAGE NEEDED 7 DAYS PER WEEK. (ASSIGNED SHIFTS WILL BE 8 HR SHIFTS & 5 DAYS PER WEEK).**

Mercalis is an integrated life sciences commercialization partner that provides comprehensive solutions that span the entire healthcare value chain. Backed by proven industry expertise and results-driven technology, Mercalis helps navigate the complex life sciences marketplace by providing commercialization solutions to accelerate value and enhance patient lives.

Mercalis fosters a culture that encourages individuality and provides opportunities for creativity, growth, and success while fostering a team environment. We are a diversity-driven organization with an inclusive approach to delivering patient-centric solutions that, eliminate barriers for patients, and increase patient access to life altering medications.

The Patient Experience Specialist interacts with customers (e.g., patients, pharmacists, physicians.) by telephone, using the
necessary online systems and/or portals to provide accurate information regarding patient copay accounts for pharmaceutical
Clients. The PES is responsible for answering phone calls to assist with copay card/program activations, explaining medical and
pharmacy claims information, explaining insurance information provided in the patient’s Explanation of Benefits, troubleshooting and
resolving rejected claims, and accurately filing AE/MI/PCs.

• Provide all callers with excellent customer service achieving quality outcomes and with a goal of “one call resolution”.
• Support pharmaceutical companies using available system platfoms to gather and data-enter information from patients,
providers, or pharmacies to assist with copay card activation, troubleshoot and provide resolution for pharmacy rejections,
account updates per the established program process, and identify and report pharmacovigilance information as required
by client(s).
• As a program’s “eyes and ears”, maintain open lines of communication with your leadership and share awareness
regarding patient status, prescriber feedback/satisfaction and program effectiveness
• Follow program guidelines and escalate complex cases according to program policy and procedures
• Explain business rules to caller and follow all established guidelines for the copay programs.
• Notate all calls in all applicable computer systems used to maintain patient data (e.g., Rapid Rebate, QuickPath, Sherlock,
ServiceNow, etc.).
• Identify and report internally and externally pharmacovigilance information as required by client(s) (i.e., Adverse Events,
Medical Inquiries, Product Complaints).
• Achieve Key Performance Indicators (KPIs) (i.e. adherence, attendance, quality, etc.)
• Maintains a high level of ethical conduct regarding confidentiality and privacy
• Other responsibilities as assigned

• High School Diploma or proof of completion of a GED program.
• A minimum of 6 months previous call center experience preferred.
• A minimum of 3 months of successfully meeting performance expectations as a PES II.
• Must have basic computer skills and be competent in Microsoft products
• Exceptional customer service skills (active listening, asking effective questions, building rapport with callers, expressing
empathy, and using a supportive tone of voice).
• Ability to type 30 WPM and carry on a conversation at the same time.
• Experience in an environment where confidentiality of information is required.
• Ability to work well in a team environment.
• Ability to work in a busy environment.
• Ability to multi-task
• Excellent problem-solving and decision-making skills required
• Attention to detail and committed follow through in communication with patients, providers and internal stakeholders
• Flexibility and ability to adapt to rapid changes in process.
• Flexibility and ability to adapt to changes in schedule or shift.
• Ambitious and willing to accept new challenges.
• Punctual, reliable with strong attendance record