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Company: Kelly Services
Location: Horsham, PA
Career Level: Associate
Industries: Recruitment Agency, Staffing, Job Board

Description

Join the passionate team at KellyConnect, where the bar for customer experience is constantly raised. We're seeking a compassionate individual to support cancer patients and their caregivers on their CAR-T journey. Your role will be pivotal in providing exceptional service, ensuring patients and caregivers are fully prepared for treatment and care. If you are service-oriented, able to anticipate and resolve patient/caregiver needs, and possess strong communication, critical thinking, and organizational skills—alongside the ability to multi-task across various tech platforms—this unique opportunity is for you. Collaborate closely with internal and external partners to make a meaningful difference in the lives of those you serve.

Key responsibilities for this remote opportunity include, but are not limited to: 

  • Perform out-of-pocket expense reimbursement reconciliation activities that support eligible patients and their caregivers.
  • Enter necessary patient and caregiver information and maintain Salesforce records to continuously track progress throughout each expense submission.
  • Cross-check receipts against Expense Line Items to identify any expenses that do not have a corresponding receipt submitted by the patient and caregiver.
  • Perform outbound calls to patients and caregivers to resolve discrepancies and request missing receipts, escalating to the Patient Support Specialist if necessary.
  • Review and organize expense receipts submitted by patients and caregivers, recording expense information for all itemized items including non-reimbursable items in Salesforce.
  • Verify final reimbursement amounts against expense limits.
  • Manage reimbursement escalations and appeals with the PSRS Supervisor.
  • Complete the Reimbursement Expense Summary Report via Salesforce and email it to the patient or caregiver following approval of the PSRS Supervisor.
  • Manage check requests process in partnership with ConnectiveRX.
  • Work collaboratively with the Patient Support Specialist (PSS) and Patient Support Eligibility Specialist (PSES) team.
  • Independently manage and support patient reimbursement cases located in your territory, and support teammates when needed.
  • Coordinate reimbursement reconciliation activities through systems to analyze and approve expenses.
  • Reconcile any discrepancies between Expense Line Items and submitted receipts.
  • Follow up and advocate until approval from PSRS Supervisor is received to secure reimbursements for patients/caregivers.
  • Communicate ongoing issues that arise, such as inconsistent or missing information and expense receipts, with respective PSS, and recommend solutions that may include requesting additional materials from patients/caregivers.
  • Maintain open line of communication with the PSRS Supervisor to monitor complex patient cases and expedite reimbursements that require a quick turnaround.
  • Serve as call center backup for the Patient Support Eligibility Specialist team in conducting eligibility assessments to ensure patients meet all requirements to participate in the MyCARVYKTI Program.
  • Confirm travel benefits with the patient's health insurance plan to avoid duplicative services and determine the program benefits that the patient and caregivers are eligible to receive.
  • Support and triage inbound customer calls during high volume periods by gathering relevant patient information and providing support and instructions when needed, assisting patients/caregivers with less complex questions or needs, and redirecting calls to appropriate agents or escalating cases when needed.
  • Attend regular and ad-hoc meetings with the PSS/PSES team and leadership to summarize patient cases and discuss outstanding issues.
  • Participate in quality control activities and continuous reimbursement process improvement initiatives.
  • Monitor performance and help find operational and service offering improvements in the end-to-end patient experience.
  • Support ad hoc administrative responsibilities and requests as directed by PSS leadership.
  • Identify gaps that need further support to improve customer experience.

Qualifications:  

  • Associates degree 
  • A minimum of 3 years of relevant experience is required, pharmaceutical/medical call center experience preferred 
  • Reside within a three-hour driving distance of Horsham, PA, as occasional in-office attendance will be required throughout the year. 

 



As part of our promise to talent, Kelly supports those who work with us through a variety of benefits, perks, and work-related resources. Kelly offers eligible employees voluntary benefit plans including medical, dental, vision, telemedicine, term life, whole life, accident insurance, critical illness, a legal plan, and short-term disability. As a Kelly employee, you will have access to a retirement savings plan, service bonus and holiday pay plans (earn up to eight paid holidays per benefit year), and a transit spending account. In addition, employees are entitled to earn paid sick leave under the applicable state or local plan. Click here for more information on benefits and perks that may be available to you as a member of the Kelly Talent Community.

Opportunity is calling.

Ready for a contact center job that offers freedom and flexibility, and truly values your skills? We thought so. We're KellyConnect®—and wherever life takes you, we have great contact center opportunities that align with your preferred workstyle, schedule, and location. Looking to work from home, or work specific hours? No problem. Best of all, we only work with companies that share our focus on treating employees like the deeply valued people that they are.

About Kelly

Work changes everything. And at Kelly, we're obsessed with where it can take you. To us, it's about more than simply accepting your next job opportunity. It's the fuel that powers every next step of your life. It's the ripple effect that changes and improves everything for your family, your community, and the world. Which is why, here at Kelly, we are dedicated to providing you with limitless opportunities to enrich your life—just ask the 300,000 people we employ each year.

Kelly is committed to providing equal employment opportunities to all qualified employees and applicants regardless of race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, age, marital status, pregnancy, genetic information, or any other legally protected status, and we take affirmative action to recruit, employ, and advance qualified individuals with disabilities and protected veterans in the workforce. Requests for accommodation related to our application process can be directed to the Kelly Human Resource Knowledge Center. Kelly complies with the requirements of California's state and local Fair Chance laws. A conviction does not automatically bar individuals from employment. Kelly participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.


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