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Patient Support Specialist, Patient Solutions & Support Programs

Merck
Boston, USA
Full-time
Mid · 4+ years experience
Onsite
$30 - $47 / hour
Discovered 4 days ago
salesforce

Full Job Posting

Your Role:

  • Deliver prompt, professional phone assistance to patients, caregivers, and providers regarding specialty medication enrollment, access barriers, and affordability solutions with a target of first-call resolution.
  • Guide stakeholders through benefit investigations, prior authorizations (PA), appeals, copay assistance, and financial aid programs to clarify coverage and out-of-pocket costs.
  • Serve as the primary point of contact for complex, high-friction reimbursement challenges, conducting root-cause analysis to deliver solution-focused resolutions.
  • Collaborate with insurance verification vendors, internal partners, and cross-functional teams to streamline workflows and maintain operational alignment.
  • Strictly adhere to HIPAA and regulatory mandates, thoroughly documenting all case interactions, patient data, and coverage updates in accordance with program protocols.
  • Act as a subject-matter resource for Patient Support Specialists (PSS), offering informal mentorship, procedural guidance, and best practices on complex workflows.
  • Proactively identify operational bottlenecks from frontline trends, proposing preemptive solutions and actionable feedback to refine service quality.
  • Assist leadership in reviewing case handling, monitoring team performance metrics, and upholding high service consistency and compliance.
  • Bridge communication between frontline PSS staff and management, delivering performance updates, operational changes, and strategic improvement areas.
  • Partner across organizational levels with strong cultural competence, fostering an inclusive, patient-first team environment aligned with organizational goals.
  • Shift: Monday - Friday 11:30am - 8pm.

Minimum Qualifications:

  • Bachelor’s Degree in any discipline and 1+ year(s) of reimbursement and or customer care experience in a medical, health insurance, or pharmacy technician role.
  • OR
  • High School Diploma or GED and 4+ years of reimbursement and or customer care experience in a medical, health insurance, or pharmacy technician role.

Preferred Qualifications:

  • Experience in Salesforce, or SFDC.
  • Proficient with Microsoft Suite.
  • Data entry experience.
  • Possess a winning mindset and enjoy collaborating in a team environment.
  • Customer-centric mentality.
  • Proven organization skills.
  • Excellent verbal and written communication.
  • Comfortable with running multiple systems at the same time.
  • Thrive in a fast-paced, high-volume environment.
  • Ability to empathize.
  • Prioritize and maintain flexibility.
  • Bilingual English / Spanish.
  • Pay Range for this position: $30 - $47 / hour
  • The offer range represents the anticipated low and high end of the base pay compensation for this position. The actual compensation offered will be determined by factors such as location, level of experience, education, skills, and other job-related factors. Position may be eligible for sales or performance-based bonuses. Benefits offered by the Company include health insurance, paid time off (PTO), retirement contributions, and other prerequisites. For more information click here.
  • What we offer: We are curious minds that come from a broad range of backgrounds, perspectives, and life experiences. We believe that this variety drives excellence and innovation, strengthening our ability to lead in science and technology. We are committed to creating access and opportunities for all to develop and grow at your own pace. Join us in building a culture of inclusion and belonging that impacts millions and empowers everyone to work their magic and champion human progress!
  • Apply now and become a part of a team that is dedicated to Sparking Discovery and Elevating Humanity!

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