Case Manager

📋 Description

• Serve as the main point of contact and case manager for inquiries and escalations from clients, providers, and customers.

• Assist patients and providers with enrollment in programs, verification of benefits, and referrals to specialty pharmacies.

• Conduct initial onboarding calls for patients and provide ongoing support outreach.

• Maintain consistent communication to keep all parties informed about the status of cases and the next steps.

• Promptly process requests and re-approvals for the Patient Assistance Program (PAP).

• Refer patients to suitable external programs as needed.

• Identify and document adverse events and product complaints in a timely manner.

• Manage an assigned territory independently, making timely decisions for case resolution.

• Show the ability to prioritize and balance the needs of patients and healthcare provider offices utilizing program resources.

• Provide concierge-level service to resolve issues efficiently and escalate when necessary.

• Collaborate with field teams, manufacturer representatives, providers, and both internal and external teams to resolve complex cases.

• Maintain accurate and compliant documentation and communication to support program objectives.

• Adhere to patient privacy laws while promoting collaborative team relationships.

• Perform other duties as assigned.

⛳️ Requirements

• High school diploma or equivalent.

• A minimum of 4 years of work experience, including at least 2 years in customer service, call center, or insurance roles, preferably in a healthcare or pharmacy environment.

• Ability to work an assigned 8-hour shift within the program's operating hours of 8 am to 8 pm EST.

• Strong communication and interpersonal skills with an emphasis on customer service.

• Demonstrated ability to manage a caseload, prioritize tasks, and foster relationships.

• Proficiency in efficiently navigating multiple screens and systems to perform job functions.

• Competence in using Microsoft programs proficiently.

• Bilingual proficiency in Spanish, both spoken and written, is preferred.

• Understanding of benefit verification, foundation programs, plan types, and insurance structures.

🏝️ Benefits

• Inclusive work environment

• Professional development opportunities