Case Manager

Purpose:

The Case Manager is a professional client facing role responsible for various functions, including accurate and timely response to client inquiries regarding patient-specific programs, referral status or escalation, benefits verification and financial assistance counseling. The Case Manager acts as a single point of contact for Healthcare Providers (HCPs), patients, and are regionally aligned to field teams. The Case Manager is responsible for providing professional, concise internal and external communication regarding case status updates, next steps in prescription processing, shipment set ups, and communication of reimbursement issues. The Case Manager will interact directly with external clients such as pharmaceutical manufacturers, specialty pharmacies and payers as well as internal teams including Operations, Non-Commercial Pharmacy and Program Management to navigate challenges and pull through access to therapy.

Responsibilities:

• Primary point of contact and Case Manager for client and customer needs, inquiries and escalations.

• Coordinate all patient and relevant HCP-related support and access services across all functions including support on patient journey calls, benefits verification, and triage to specialty pharmacy, and along with any necessary follow ups.
• Conduct initial welcome calls to patients and sites, informing them of available services as well as future targeted outreach to provide ongoing support.
• Maintain frequent touchpoints through outreach to providers and patients to communicate progress throughout their journey.
• Work independently to complete assigned work in accordance with Standard Operating Procedures and defined service levels to complete program enrollment, answer inquiries, and coordinate access to affordability and free drug programs.
• Apply defined business rules to qualify patients for manufacturer supported programs.

• Provide support, education, and status updates to regionally aligned field teams, HCP offices, and patients to ensure efficient referral processing, triaging, and shipment set ups.
• Processes free drug requests in a timely fashion and re-approval verification for continued eligibility.
• Refer patients to third-party or other foundation programs per program business rules.
• Independently and effectively identify adverse events, product complaints and triage as appropriate.
• Manage assigned territory using problem solving skills and professional judgement to independently make sound decisions for timely case resolution.

• Demonstrate the ability to prioritize and balance the needs of patients, HCP offices and clients utilizing program business.
• Provide concierge-level service to internal and external customers; resolve any customer and client requests in a timely and accurate manner and escalate appropriately.
• Collaborate with field teams on case recovery efforts.
• Ability to coordinate and collaborate with manufacturer representatives, HCP offices and other key personnel on complex cases which require strategic intervention. Independently and effectively resolves complex issues with creativity and innovation while maintaining compliance.
• Maintain frequent phone/email contact with internal operational staff. Utilize outbound faxes, email alerts, and mailings per program guidelines.

• Strong compliance mindset, demonstrating clear understanding of patient privacy laws.
• Active participation in building and maintaining respectful, collaborative team relationships, exercising, and encouraging positivity.
• Other duties as assigned.

Required Qualifications:

• High school diploma
• Previous 2+ years in a pharmacy, healthcare setting, and/or insurance background
• Advanced knowledge and experience in healthcare setting
• Strong interpersonal skills; ability to communicate effectively both orally and in writing with a focus on customer satisfaction
• Empathy, drive and commitment to exceptional service

• Ability to build productive internal/external working relationships
• Ability to independently manage case load, prioritize work, and use time management skills to meet deliverables