Senior Patient Support Manager

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Job Description

Lexington, MA (remote)Late shift Monday-Friday 11am-8pm

About the role:

Join Takeda as a Senior Patient Support Manager out of our Lexington, MA office. Where you will work in a highly visible, strong team environment to provide exceptional Customer Service and provide team supportin meeting KPIs, performance metrics and business objectives. You will listen to patients and medical professionals, interpreting their specific needs and providing friendly, professional and,well-informed answers to their questions. You will interact with patients, caregivers, physician offices, partners and insurance companies to case manage all steps required to gain and maintain access to uninterrupted therapy.You will also maintain relationship with patients and physicians to ensure ongoing compliance with therapy.

How you will contribute:

• Work closely with patient/family to case manage all steps required to gain access to therapy.
• Act as the liaison with medical offices
• Work with Specialty Pharmacy and insurance companies to obtain reimbursement information
• Request benefit investigations with insurance companies as required.
• Counsel patient/family on reimbursement options
• Manage patient transition to Takeda products.
• Work with nurses to provide injection/infusion training to patients
• Responsible for maintaining case history for all assigned patients in the CRM system
• Trouble shoot and resolve ongoing reimbursement issues (step edits, insurance changes, Prior Authorization, Appeals, etc.) in partnership with Patient Access Manager
• Partner with Field Regional Business Managers and Patient Access Managers to manage all patient cases within their assigned territories
• Professionally field incoming telephone calls while making a positive impression
• Answer patient and medical office inquiries and resolve customer issues
• Provide ongoing and compliance support by making regular calls to patient/families
• Manage requests for patient assistance and work with partners onsubmission of applications
• Provide back-up coverage and support for other Patient Support Managers
• May attend patient meetings and represent Takeda at industry conferences
• Travel to sales meetings and medical offices as necessary
• Accurately monitor, identify, and problem-solve around escalated and one-off patient access and reimbursement issues. Refer to Patient Support Lead (PSL) and/or appropriate Patient Services personnel for follow up, as indicated. Identify patterns with issues that signal heightened Patient Services leadership follow-up.
• Champion Operational Excellence across the team by: reinforcing need for accurate, complete, and timely case documentation, data integrity, and process improvement opportunities.
• Demonstrate ability to effectively coach PSMs surrounding identified issues and problem-solving, using available coaching tools to prioritize problem-solving goals, strategies, and tactics. Includes ability to support PSL identified re-training needs and communicate best-practices related to case-management process and/or documentation with PSMs.

Minimum Requirements/Qualifications:

• Bachelor’s degree in a Healthcare related fieldpreferred
• Prior case management experience requiredin a Patient Support or healthcare management role(biopharmaceutical industry/ rare disease preferred)
• Experience with Microsoft Office programsrequired(Word, Excel, Power Point, Outlook, Teams)
• Demonstrates high ability to adhere to TakedaLeadership Behaviors:
• Think Strategically, Inspire Others, Deliver Priorities and Elevate Capabilities
• Strong history of excellence in Patient Support Manager competencies
• Strong understanding of patient and support services within a healthcare or corporate setting
• Excellent leadership and communication skills with the ability to inspire and motivate a team; promotes a positive work environment and actively contributes to our values-based culture
• Strategic and highly organized with strong documentation practices and experience working in CRM platforms/patient databases
• High aptitude for learning complex processes and adaptability to change
• Ability to collaborate effectively with cross-functional teams and external stakeholders.
• Travel Requirement- 10% travel required, including overnight.
• Must be able to work 11am-8pm Monday- Friday.

More about us:

At Takeda, we are transforming patient care through the development of novel specialty pharmaceuticals and best in class Patient Support programs. Takeda is a patient-focused company that will inspire and empower you to grow through life-changing work.

Certified as a Global Top Employer, Takeda offers stimulating careers, encourages innovation, and strives for excellence in everything we do. We foster an inclusive, collaborative workplace, in which our teams are united by an unwavering commitment to deliver Better Health and a Brighter Future to people around the world.

This position is currently classified as "hybrid" in accordance with Takeda's Hybrid and Remote Work policy.

Takeda Compensation and Benefits Summary

We understand compensation is an important factor as you consider the next step in your career. We are committed to equitable pay for all employees, and we strive to be more transparent with our pay practices.

For Location:

Lexington, MA

U.S. Base Salary Range:

$84,000.00 - $132,000.00

The estimated salary range reflects an anticipated range for this position. The actual base salary offered may depend on a variety of factors, including the qualifications of the individual applicant for the position, years of relevant experience, specific and unique skills, level of education attained, certifications or other professional licenses held, and the location in which the applicant lives and/or from which they will be performing the job.The actual base salary offered will be in accordance with state or local minimum wage requirements for the job location.

U.S. based employees may be eligible for short-term and/or long-termincentives. U.S.based employees may be eligible to participate in medical, dental, vision insurance, a 401(k) plan and company match, short-term and long-term disability coverage, basic life insurance, a tuition reimbursement program, paid volunteer time off, company holidays, and well-being benefits, among others. U.S.based employees are also eligible to receive, per calendar year, up to 80 hours of sick time, and new hires are eligible to accrue up to 120 hours of paid vacation.

EEO Statement

Takeda is proud in its commitment to creating a diverse workforce and providing equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, gender expression, parental status, national origin, age, disability, citizenship status, genetic information or characteristics, marital status, status as a Vietnam era veteran, special disabled veteran, or other protected veteran in accordance with applicable federal, state and local laws, and any other characteristic protected by law.

Locations

Lexington, MA

Worker Type

Employee

Worker Sub-Type

Regular

Time Type

Full time