United BioSource Corporation.

Sr Eligibility Associate

Expiring today

Memphis, US
20 Sep 2019
20 Oct 2019
Clinical Research
Full Time
Contract Type
Experience Level
Experienced (non-manager)
Brief Description:

The Senior Eligibility Associate is responsible for the accurate and timely input of all manual, and phoned-in eligibility requests from clients to enable members maximize use of their prescription benefit program. This position documents and track requests and contacts clients for clarification of requests. In addition, this position serves as liaison to clients and other departments.

This position will provide daily mentoring and guidance to those within the Eligibility Associate role. This position will assist with reaching proper resolution of escalated critical concerns.

Specific job duties:

• Process eligibility requests according to departmental procedures.
• Quality check hardcopy and audit phone requests to ensure accuracy and exceptional customer service and forward to supervisors as needed for review.
• Provide expert assistance to team members with issues needing technical expertise.
• Serve as a point of escalation for issues requiring a higher degree of expertise or discretion to resolve and ensure timely resolution.
• Provide on-the-job training for new or existing team members.
• Mentor team to improve their understanding and skills.
• Ensure team members are familiar with resource materials including manuals and systems.
• Work with Supervisor on a strategic level defining quality assurance vision and processes.
• Assist with work distribution, expedition, and the development of work plans for team members.
• Recommend process improvements and identify repetitive problems.
• Answer, resolve and document client phone calls requesting eligibility updates and/or eligibility related issues.
• Contact client for clarification of hard copy requests.
• Consult with client to determine mutually beneficial solutions of eligibility issues.
• Support cross-functional departments in resolution of eligibility issues (e.g. claims, call center, account management, participant materials, and mail service).
• Complete other projects and additional duties as assigned.

Supervisory Responsibility:

Desired Skills and Qualifications:
• High school diploma or equivalent
• 2 - 3 years' experience in customer service setting
• General PC knowledge including Microsoft Office, Internet, and email
• Technical expertise of ESI systems and processes preferred
• Knowledge of ESI products and services helpful
• Experience training and coaching less experienced staff - patience to explain details and processes repeatedly
• Excellent communication skills
• Ability to adapt in a dynamic work environment and make decisions with minimal supervision
• Advanced problem solving skills and the ability to work collaboratively with other departments to resolve complex issues with innovative solutions


United BioSource Corporation (UBC) is a leading provider of pharmaceutical support services, partnering with life science companies to make medicine and medical products safer and more accessible. Our services support the full lifecycle of medicine and medical products, including development, commercialization, and long-term value and safety.

While UBC offers employment within Patient Support, Nursing, Pharmacy and Corporate, two main focus areas for the company are Clinical Development & Research and Safety & Risk Management. Members of the Clinical Development and Research teams help evaluate study protocol, target study population, recruit physicians and patients, and collect, clean, validate and report data. As a result, sponsors are able to submit findings to regulatory authorities or make a no-go decision in a timely and clear-cut manner. Additionally, our Safety and Risk Management teams develop, deliver, and report evidence to reinforce safe and appropriate product use.

Through our Patient Access services, we help patients begin therapy quickly and remain on therapy, building strong relationships with patients to ensure optimal care.
You can find out more by visiting


Similar jobs

Similar jobs