Address
Form of workJob Description
**Remote Work Flexibility*
Monday - Friday 11:30AM - 8PM Shift
Purpose:
The Regional Patient Case Manager (RPCM) 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 RPCM acts as a single point of contact for Healthcare Providers (HCPs), patients, and are regionally aligned to field teams. The RPCM 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 RPCM 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 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 free 14-Day Supply Program.
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 PAP requests in a timely fashion and PAP 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 LTC cases 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 rare disease 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
