Sr Coordinator, Individualized Care

Requirements

• Investigate and resolve patient/physician inquiries and concerns in a timely manner
• Mediate effective resolution for complex payer/pharmacy issues toward a positive outcome
• Proactive follow-up with various contacts to ensure patient access to therapy
• Demonstrate superior customer support talents
• Prioritize multiple, concurrent assignments and work with a sense of urgency
• Must communicate clearly and effectively in both a written and verbal format
• Must demonstrate a superior willingness to help external and internal customers
• Working alongside teammates to best support the needs of the patient population or will transfer caller to appropriate team member (when applicable)
• Maintain accurate and detailed notations for every interaction using the appropriate database for the inquiry
• Must self-audit intake activities to ensure accuracy and efficiency for the program
• Make outbound calls to patient and/or provider to discuss any missing information as applicable
• Assess patient’s financial ability to afford therapy and provide hand on guidance to appropriate financial assistance
• Documentation must be clear and accurate and stored in the appropriate sections of the database
• Must track any payer/plan issues and report any changes, updates, or trends to management
• Handle escalations and ensure proper communication of the resolution within required timeframe agreed upon by the client
• Ability to effectively mediate situations in which parties are in disagreement to facilitate a positive outcome
• Concurrently handle multiple outstanding issues and ensure all items are resolved in a timely manner to the satisfaction of all parties
• Support team with call overflow and intake when needed
• Proactively following up with various partners including the insurance payers, specialty pharmacies, support organizations, and the patient/physician to facilitate coverage and delivery of product in a timely manner

Benefits

• Medical, dental and vision coverage
• Paid time off plan
• Health savings account (HSA)
• 401k savings plan
• Access to wages before pay day with myFlexPay
• Flexible spending accounts (FSAs)
• Short- and long-term disability coverage
• Work-Life resources
• Paid parental leave
• Healthy lifestyle programs