Coordinator, Individualized Care

This is a fully remote position, open to applicants in United States.

📋 Description

• Assist patients in accessing therapy through Reimbursement Support Services in accordance with program business rules.

• Guide patients through the referral intake process, insurance benefits investigation, and therapy access procedures.

• Conduct follow-ups with insurance payers, specialty pharmacies, support organizations, patients, and healthcare providers.

• Ensure timely coverage and product dispensing.

• Address complex payer and pharmacy issues to achieve favorable outcomes and enhance patient experiences.

• Respond to inbound inquiries, providing customer service and technical knowledge.

• Oversee technical or complex therapy and reimbursement question queues.

• Utilize judgment to resolve service issues within defined authority and knowledge limits.

• Meet service-level agreements, call volume, adherence, and quality performance metrics.

• Manage sensitive patient and insurance information with confidentiality.

• Escalate highly complex issues to senior team members and Individualized Care leadership.

⛳️ Requirements

• 1-3 years of relevant experience is preferred.

• High School Diploma, GED, or equivalent work experience is preferred.

• Availability to work full-time, 40 hours per week.

• Flexibility to work any shift during Monday to Friday, from 8:00 am to 5:00 pm CST, during normal business hours.

• Mandatory on-camera participation during new-hire training from 8:00 am to 5:00 pm CST.

• A dedicated, quiet, private, and distraction-free remote work environment is essential.

• High-speed broadband internet connection that meets specified requirements.

• Minimum download speed of 15 Mbps.

• Minimum upload speed of 5 Mbps.

• Maximum ping rate of 30 ms.

• Hardwired connection to the router is required.

• Surge protector with Network Line Protection for company-issued equipment is necessary.

• Ability to manage sensitive personal, prescription, financial, and insurance information discreetly.

• Familiarity with patient therapy, prior approval and reimbursement processes, and healthcare plans.

🏝️ Benefits

• Medical, dental, and vision coverage.

• Paid time off plan.

• Health savings account (HSA).

• 401k savings plan.

• Access to wages before payday with myFlexPay.

• Flexible spending accounts (FSAs).

• Short- and long-term disability coverage.

• Work-Life resources.

• Paid parental leave.

• Healthy lifestyle programs.

• Company-provided computer, technology, and equipment necessary to perform the job.

• Full-time remote work opportunity.