This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more.

Role Description

The Case Manager is a client-facing role responsible for responding to inquiries about patient programs, referral status, benefits verification, and financial assistance for Patient Service Center (PSC). They serve as the primary contact for Healthcare Providers (HCPs), patients, internal and external teams, ensuring clear communication, efficient case navigation, and access to therapy.

• Act as the primary point of contact and case manager for client, provider and customer inquiries and escalations.
• Support patients and providers with program enrollment, benefits verification and referral to specialty pharmacies.
• Conduct initial patient onboarding calls and ongoing support outreach.
• Maintain regular communication to update all parties on case status and next steps.
• Process PAP (patient assistance program) requests and re-approvals promptly.
• Refer patients to external programs as appropriate.
• Identify and document adverse events and product complaints timely.
• Independently manage an assigned territory making timely decisions for case resolution.
• Demonstrate the ability to prioritize and balance the needs of patients, HCP offices utilizing program business.
• Provide concierge-level service resolve issues efficiently and escalate when necessary.
• Collaborate with field teams, manufacturer reps, providers, and internal/external teams to resolve complex cases.
• Maintain accurate, compliant documentation and communication to support program goals.
• Uphold patient privacy laws and foster collaborative team relationships.
• Other duties as assigned.

Qualifications

• High school diploma or equivalent.
• Minimum of 4 years of working experience with at least 2 years’ experience in customer service, call center, or insurance roles preferably within a healthcare or pharmacy setting.
• Ability to work assigned 8 hr shift between program operating hours of 8am-8pm EST.
• Strong communication and interpersonal skills with a focus on customer service.
• Proven ability to manage a case load, prioritize tasks, and build relationships.
• Ability to efficiently navigate multiple screens and systems to perform work.
• Ability to proficiently use Microsoft programs.

Preferred Qualifications

• Undergraduate degree.
• Certified Pharmacy Technician (CPhT).
• Bilingual Spanish speaking and writing.
• Knowledge of benefit verification, foundation programs, plan types, and insurance structures.

Required Skills

• Accountability
• Communication
• Customer Support Operations
• Customer Support Trends
• Detail-Oriented
• Inquiry Handling
• Issue Escalation
• Process Oriented
• Service Excellence