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Job: Customer Service Program Specialist, Covance, Durham, NC

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General Information

Job title:
Customer Service Program Specialist
Job location:
Durham, NC  27703 United States
Requisition code:
Date posted:
Job category:
Customer Service
Employment type:
Full time

Job Description

A career at Covance provides our employees the unique chance to create an immediate impact and difference in our patient’s lives. Joining Covance will offer a rewarding career, an opportunity to work in a high-energy & collaborative work place, along with access to comprehensive benefits. As an employee your work will be meaningful, the patient outcomes are real, and the results are lasting. Our mission is to help our clients bring the miracles of medicine to market sooner.

We are currently hiring Program Specialists for our Durham, NC office.

The Program Specialist is responsible for serving as the customer’s primary point of contact providing operational and reimbursement support to complex programs within Covance. After comprehensive training, you will respond to requests from patients and healthcare partners. Additionally, you will also be in constant contact with medical insurance companies to help them understand and navigate the complexities of insurance coverage for a prescribed therapy. He/She needs to be a self-starter who is comfortable taking initiative, identifying barriers, and working with the appropriate parties to eliminate these obstructions for the customers. In addition, he/she is proficient and knowledgeable about all the services provided on their assigned program(s).

This is your opportunity to have an exciting career while making a difference in people’s lives.

Responsibilities include but are not limited to:
•Handle incoming calls from customers, and place outgoing calls to patients and healthcare partners.
•Document calls in appropriate tracking system, handle/escalate calls per established guidelines and procedures.
•Conduct insurance research on behalf of patients to determine if they are eligible for prescribed therapy.
•Work with partner distributors and pharmaceutical manufactures to request products per assigned program guidelines and track shipments.
•Become an insurance market expert to to educate patients on all options available.

Job Requirements


•High School Diploma or GED required.
•A Bachelor’s degree or evidence of continual work towards a degree strongly preferred.


•One or more years of customer service, volunteering, or other customer facing experiences is preferred with a Bachelor’s Degree
•Without a degree four or more years of healthcare or customer service work experience is preferred with a High School Diploma or GED .
(Job number: 3835736)
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