Shipment Setup Specialist

Purpose:
The Shipment Setup Specialist is a professional client-facing role responsible for various functions, including accurate and timely response to client inquiries regarding patient-specific programs, performing shipment set up, enrollment of patients into a safe return program, and completing detailed documentation in various computer systems to ensure patients get their therapy in a quick and efficient manner from the Non-Commercial Pharmacy.

Responsibilities:

• Conduct initial and refill calls to patients informing them of available services as well as future targeted outreach to provide ongoing support.
  

• Complete shipment setup in the non-commercial pharmacy dispensing system.
  

• Ensure all calls are documented in various computer systems following business standards.
  

• Maintain frequent touchpoints through the outreach process to communicate progress to patients throughout their journey.
  

• Provide support, education, and status updates to regionally aligned field teams, HCP offices, and patients to ensure efficient referral processing, triaging, and shipment setups.
  

• Demonstrate the ability to prioritize and balance the needs of patients and HCP offices while meeting business needs.
  

• Provide concierge-level service to internal and external customers.
  

• Resolve any customer and client requests in a timely and accurate manner and escalate appropriately.
  

• Maintain frequent phone/email contact with internal operational staff. Utilize outbound faxes, internal systems, email alerts, and mailings per program guidelines.
  

• Strong compliance mindset, demonstrating clear understanding of patient privacy laws, regulatory standards and adverse event reporting.
  

• Coordinate shipments to HCP offices through utilization of an online shipment portal.
  

• Active participation in building and maintaining respectful, collaborative team relationships, exercising, and encouraging positivity.
  

• Other duties as assigned.

Required Qualifications:

• High school diploma
  

• Minimum 4 years’ experience in a pharmacy or healthcare setting
  

• Minimum 4 years’ experience as a case manager or call center representative
  

• Ability to communicate effectively both orally and in writing with a focus on customer satisfaction
  

• Empathy, drive and commitment to exceptional service
  

• Ability to build productive internal/external working relationships
  

• Ability to proficiently use Microsoft Excel, Outlook and Word

Preferred Qualifications:

• Undergraduate degree
  

• Bilingual Spanish speaking and writing

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