Patient Services Representative - Keck Medicine of USC Specialty Pharmacy

The University of Southern California (USC), founded in 1880, is located in the heart of downtown Los Angeles and is the largest private employer in the City of Los Angeles. As an employee of USC, you will be part of a world-class research university and a member of the “Trojan Family,” comprised of faculty, students, and staff who make the university what it is today.

The University of Southern California (USC) Alfred E. Mann School of Pharmacy and Pharmaceutical Sciences invites applications for a Patient Services Representative within the Specialty Pharmacy Division, based at Keck Hospital of USC. This position requires the individual to be a licensed pharmacy technician in the state of California and plays a vital role in supporting patient access, customer service, and operational workflows within a high-volume specialty pharmacy environment.

In collaboration with specialty pharmacists, pharmacy technicians, providers, and interdisciplinary healthcare teams, the Patient Services Representative supports both patient-facing services and pharmacy operations. A significant component of this role is customer service, serving as a primary point of contact for patients, caregivers, and providers, and delivering professional, compassionate, and timely support. Responsibilities include managing prior authorizations for a wide range of specialty medications, assisting with benefits investigation, supporting financial assistance programs, and addressing patient and provider inquiries related to medication access, coverage, and therapy coordination.

This role also supports core specialty pharmacy operational workflows, including assistance with receiving pharmacy orders, inventory support, prescription filling and dispensing processes, and coordination of shipping, packing, tracking, and delivery of specialty medications, ensuring medications are delivered safely, accurately, and within required timeframes. The Patient Services Representative also assists with billing and collection of copays, working closely with pharmacy and billing teams to resolve issues and ensure accurate financial processing.

The Patient Services Representative manages a high volume of inbound and outbound patient and provider communications and is responsible for comprehensive and accurate documentation of all activities to meet institutional policies and specialty pharmacy accreditation standards. The ability to complete intricate and essential responsibilities accurately, efficiently, and within established turnaround times is critical in this fast-paced, patient-centered environment.

Working closely with pharmacists and operational teams, the Patient Services Representative contributes to maintaining high standards of service, compliance, and patient satisfaction and plays an essential role in supporting the academic, clinical, and patient care missions of Keck Hospital of USC and the Alfred E. Mann School of Pharmacy and Pharmaceutical Sciences.

Minimum education: high school

Minimum experience: 2 years working at a community pharmacy or health plan

Minimum field of expertise: pharmacy technician license (state of California)

Preferred knowledge: third party billing, Medicare Part B billing, prior authorizations, TARs

Preferred experience: specialty pharmacy, CernerEMR, McKesson Enterprise dispensing software

Bilingual (Spanish, Korean, Chinese, Vietnamese) speakers preferred.

The hourly rate range for this position is $26.00 - $31.00. When extending an offer of employment, the University of Southern California considers factors such as (but not limited to) the scope and responsibilities of the position, the candidate’s work experience, education/training, key skills, internal peer equity, federal, state, and local laws, contractual stipulations, grant funding, as well as external market and organizational considerations.

Minimum Education: High School or equivalent
Minimum Experience: 1 year
Minimum Field of Expertise: Customer Service
Minimum field of expertise: pharmacy technician license (state of California)

                                                  

USC is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or any other characteristic protected by law or USC policy. USC observes affirmative action obligations consistent with state and federal law. USC will consider for employment all qualified applicants with criminal records in a manner consistent with applicable laws and regulations, including the Los Angeles County Fair Chance