Patient Services Representative

About NORD

The National Organization for Rare Disorders (NORD) is the leading independent nonprofit organization representing all patients and families affected by rare diseases. Come join our team and be part of the transformation and acceleration of research, and the development of evidence-based policy, care support and awareness campaigns to improve the lives of the 30 million Americans impacted by rare diseases. We offer a competitive compensation and benefits package along with a collaborative work atmosphere, opportunities for career growth and development and flexible telecommuting options. 

Follow NORD at www.rarediseases.org/ and on Twitter at @RareDiseases.

NORD’s patient assistance programs help patients obtain lifesaving or life-sustaining treatments and medical services they could not otherwise afford. These programs provide financial assistance with insurance premiums and co-pays, diagnostic testing assistance, and travel assistance for clinical trials or consultation with disease specialists. 

Position Summary

The Patient Services Representative is a customer service provider, demonstrating the highest level of customer service to patients, caregivers and healthcare providers and facilitating access to necessary care and resources for the rare disease community. The Patient Services representative demonstrates person-centric care in every interaction, while also leveraging technology through NORD’s communication center and NORD’s proprietary software platform.  This role is high volume and fast paced. 

Essential Duties and Responsibilities

• Demonstrate excellent customer service skills, including telephone, email communication and correspondence with patients, caregivers, healthcare providers and all internal and external customers.
• Perform data entry in the Rare Care system and maintain computerized patient/customer and program records.
• Effectively manage a large volume of phone calls, faxes, and email communications.
• Process referrals efficiently, timely, and with attention to detail. 
• Process applications for assistance in accordance with SOPs. 
• Accurately process claims in accordance with SOPs
• Proactively manage tasks and workload.
• Responsible for meeting or exceeding department service KPIs.
• Follow communication procedures, guidelines, and policies, including, but not limited to, HIPAA regulations.
• Perform other duties and functions as assigned.

Education/Experience

• Bachelor’s degree preferred (or combination of education and experience). 
• Experience in a customer service setting required, preferably in a health care environment.

Knowledge, Skills, and Abilities

• Working knowledge of Microsoft Office including Excel and Teams.
• Customer support experience, skill, and orientation.
• Excellent interpersonal and communication skills.
• Familiar with healthcare insurances, medical billing and coding terminology.
• Able to work both independently and as part of a team.
• Adaptable and responsive to different audiences.

Key Competencies for Success

• Mission Focus- a professional can-do attitude with a commitment to uphold the mission and core values of the organization
• Program Administration- Perform routine tasks using established processes that support day-to-day operations of business.
• Communication Skills- Effective listening, verbal, and written communications.
• Collaboration- Strong interpersonal communication, fosters productive working relationships, internally and externally.
• Results Orientation- Ability to set goals and be responsible for actions and outcomes.

Working Conditions

This position may be fully telecommuting or hybrid to NORD’s Danbury, CT office.

Essential functions are typically performed in a home office setting. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

NORD is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.