Patient Services Representative

Job Type

Full Time




55 Kenosia Ave
United States


About NORD

The National Organization for Rare Disorders (NORD) is the leading nonprofit organization representing the 30 million Americans who have rare diseases and those seeking to improve their lives. Since 1983, NORD has served as the voice of the rare disease patient community, providing advocacy for fair and enlightened public policies; education for patients, their families, medical professionals and the public; and leadership and representation for rare disease patient organizations. NORD supports medical research to promote the development of safe, effective diagnostics and treatments, and it provides a broad array of patient assistance programs to assure patient access to treatments.

Position Summary

The Patient Services Representative is a customer service provider. He/she acts as a liaison to financial assistance by providing accurate information and collecting patient-sensitive data that facilitate access to NORD’s Patient Assistance Programs. The Patient Services Representative interacts with patients, caregivers and healthcare providers demonstrating the highest level of customer service. NORD has delivered 30+ years of white glove assistance. The Patient Services Representative is on the front line of providing this service.

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 databases
  • Effectively manage a large volume of phone calls and email communications
  • Process referrals efficiently, timely and with attention to detail (best practice being within 24 hours of receipt)
  • Document patient/customer interactions and respond to all requests within 8-24 hours
  • Process applications accurately and completely, using the correct tools as implemented within the department and organization
  • Respond to program, coverage inquiries and questions posed by current and prospective program enrollees
  • Accurately review and process claims for payment by finance
  • Follow communication procedures, guidelines, and policies, including, but not limited to, HIPAA regulations
  • Attend trainings to develop relevant knowledge and skills
  • Perform other duties and functions as assigned


  • College degree, preferred
  • 2 years of prior experience in a customer service setting, preferably in a health care environment

Knowledge, Skills and Abilities

  • Working knowledge of Microsoft Office 2010, including Excel
  • 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
  • Ability to work a 10am-6pm or 11am-7pm shift is required

Professional Level

None specified

Minimum Education Required

2-year degree