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Patient Support Specialist

Van Nuys, CA

 

See your work in a new light.

At LUX Infusion, we’re reimagining infusion care to be more human, supportive, and connected. Inspired by lux—meaning light - we guide patients, providers, and partners through complex therapies with clarity, compassion, and confidence.

As a clinician-led, U.S.-based organization, we put people first - helping patients feel seen and supported through faster therapy starts, dedicated care coordination, and meaningful collaboration. Our commitment to inclusion, diversity, equity, and advancement (IDEA) is central to our culture, ensuring every team member feels valued and empowered to make a difference.

 

 

Location:

It is anticipated that an incumbent in this role will work onsite in Van Nuys, CA. Work location is subject to change based on business needs. Monday-Friday 8 am-5 pm PST. 

 

Job Description:

The Patient Support Specialist is responsible for maintaining on-going patient care through the support of patient outreach and prescription refill management services throughout the patient’s specialty or infusion therapy. Refill management support may include but is not limited to overseeing the intake or gathering of patient documentation, obtaining new prescriptions as needed for patients to continue therapy, communicating with doctors’ offices and patients, submitting insurance re-authorizations and assisting the pharmacy operations team on a daily basis. This position requires professional communication skills and compliance with all applicable laws and regulations, including state board of pharmacy and HIPAA.

QUALIFICATION REQUIREMENTS
  • Current Pharmacy Technician registration and/or certification in good standing, as required by state Board of Pharmacy
  • Or commitment to obtaining necessary BoP registration/certification within first 60 days of employment
  • High school diploma or GED required
  • Experience providing customer service to internal and external customers, including meeting quality standards for services, and evaluation of customer satisfaction
  • Experience with data entry, navigation of technology to support work environment, and general familiarity with medical terminology
  • Basic level skill in Microsoft Office (including Word, Excel, PowerPoint, etc)

QUALIFICATIONS PREFERRED
  • Pharmacy Technician certification preferred (unless required by State Board of Pharmacy)
  • Minimum of one (1) year of experience in Specialty pharmacy preferred
  • Direct patient care and/or experience communicating with patient care settings such as healthcare practices, inpatient, outpatient, skilled nursing, and/or home care settings preferred

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES

Patient Support Responsibilities:

  • Contact patients to set up prescription refills while gathering necessary data points to support refill process
  • Submit for insurance re-authorizations as needed
  • Obtain necessary documentation from doctors’ offices and/or patients, to include lab work, prescription refills, etc., while following all legal requirements
  • Ensure clinical compliance of patients by asking pre-determined questions and escalating to a pharmacist when necessary
  • Refer all clinical questions, situations, and responses to a pharmacist
  • Communicate professionally with both patients and doctor offices while following all legal requirements, to include state pharmacy regulations and HIPAA
  • Responsible for maintaining relationships with doctor’s offices to include:
    1. Appropriate communication with offices as required and permitted by law
    2. Communication with field-based sales representative while adhering to HIPAA requirements
    3. Customizing services where possible in accordance with office preferences  
  • Stay up to date with appropriate level of clinical knowledge of applicable disease states
  • Support other technicians, acting as mentor and trainer when appropriate
  • Assist pharmacy operations teams as needed  

 

Pharmacy Related Competencies:

  • Maintain knowledge of and comply with the regulatory guidelines and standards of practice of the State Board of Pharmacy, FDA, DEA, Department of Health & Human Services, Medicare, ACHC, URAC and OSHA as applicable to pharmacy location
  • Communicate with physicians, patients and insurance companies within legal limits according to state, communicating professionally at all times and complying with HIPAA regulations
  • Triage patient and pharmacist related questions and channel to the appropriate person
  • Support, upon request, production/dispensing/shipping duties in an accurate and timely manner as permitted by law and under the supervision of a pharmacist
  • Additional duties may be assigned by management

Data Entry Responsibilities:

  • Process all faxes and E-script orders
  • Manage and process all refills
  • Input all demographic and insurance information
  • Verify eligibility and specific drug coverage
  • Work on prior authorizations and insurance over-rides as instructed
  • Run appropriate labels
  • Support refill or delivery coordination reminders using designated technology

NON-ESSENTIAL FUNCTIONS & RESPONSIBILITIES
  • Ability to prioritize and handle multiple tasks and projects concurrently
  • Must have scheduling flexibility and be able to work overtime as needed 
  • Careful attention to detail
  • Performs related duties as requested
  • Participates in quality assurance activities and audits as directed
  • Participation in membership of professional societies or organizations as deemed helpful or necessary for role

KNOWLEDEGE, SKILLS AND ABILITIES REQUIREMENTS

Customer Service Skills:

  • Strong phone skills, speaks clearly, supports active listening, and manages call flow effectively meeting the needs of the caller as effectively and efficiently as possible
  • Strong ability to build and maintain contacts and effective working relationships with internal and external customers including patients, caregivers, healthcare service providers, and field team members
  • Ability to support and manage difficult situations while remaining calm and working with team members to organize a resolution
  • Ability to take direction and learn from experience and engagement with each patient encounter
  • Ability to organize workload while supporting disruptions and escalation
  • Ability be patient and caring for peers and patients 

 

Other Skills & Competencies: 

  • Working knowledge of medical terminology
  • Ability to perform referral related work and tasks in an organized fashion with focus on complete information and time related deadlines
  • Ability to complete multiple projects with time sensitive deadlines
  • Ability to manage more than one priority project at a time
  • Ability to work as part of a team/committee to complete assigned tasks
  • Ability to exercise independent judgment and at times, work independently
  • Ability to enlist cooperation of other people and department in completing assigned work and projects
  • Ability to actively communicate, inspire and motivate peers, customers, and other stakeholders encountered in the referral services department
  • Ability to think and act strategically and proactively
  • Ability to maintain accurate records and prepare reports and correspondence related to the work

 

Communication & Technical Skills 

  • Oral Communication - Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; Responds well to questions; demonstrates group presentation skills; actively participates in meetings
  • Written Communication - Writes clearly and informatively with professional context and direction; edits work for spelling and grammar; varies writing style to meet needs of audience; presents qualitative and quantitative data effectively; able to read and interpret written information effectively.
  • Become and remain proficient is all technology platforms, applications, and programs necessary to perform duties

 

BioMatrix Pay Range/Rate

$20 - $25 USD

PHYSICAL DEMANDS

The physical demands described here represent those required for an employee to successfully perform the essential functions of this role. Reasonable accommodations may be made to enable individuals with disabilities to perform these functions. If you require a reasonable accommodation during the application or interview process, please contact the LUX Infusion Talent Team at Careers@LUXInfusion.com or 954.385.7322 x 1425.

While performing the duties of this position, the employee may occasionally be required to stand, walk, or sit; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, crouch, or crawl; and talk or hear. The employee may also be required to occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this role include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

OTHER REQUIREMENTS

Employees are expected to:

  • Participate annually in required legal and ethical compliance training
  • Consistently act in compliance with LUX Infusion’s legal, ethical, and compliance policies
  • Adhere to all standards and procedures outlined in the LUX Infusion Compliance Manual
  • Refrain from any behavior that could be considered unethical or unlawful

EXPECTATIONS FOR ALL EMPLOYEES

All LUX Infusion team members are expected to support the organization’s mission, vision, and values by demonstrating integrity, dedication, compassion, and enthusiasm. This includes placing patients first, working collaboratively with a “stacked‑hands” mindset, and maintaining a consistent focus on quality, accountability, and continuous improvement.

GENERAL INFORMATION

The statements above are intended to describe the general nature and level of work performed by individuals in this role. They are not intended to be an exhaustive list of all responsibilities, duties, or skills required.

This role operates in a fast‑paced environment and requires the ability to prioritize competing demands, manage multiple tasks effectively, and seek guidance when appropriate.

Employees in this position may be required to assist directly - or coordinate appropriate assistance - to ensure access to LUX Infusion’s services for individuals with disabilities, including patients, visitors, employees, or others.

LUX Infusion 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, disability, protected veteran status, or any other characteristic protected by law.

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