Specialist - Case Manager

3 weeks ago

East Hanover, United States NewAge Clinical Full time $26 - $27
Job DescriptionJob Description

Title: Case Manager 1

Overview:

  • The Case Manager will provide assistance to patients and healthcare professionals when initiating treatment of a Client therapy. Responsibilities include navigating through onboarding, insurance verification, financial assistance, and ongoing support as requested by the patient and their healthcare professional. Case Managers will also be working with cross-functional team members within the Client's Patient Support, where appropriate, to ensure continuity of information being shared with the healthcare professional and patients.
  • The Case Manager must have strong communication skills to converse with customers about the patient’s journey and be able to offer next steps in accordance with approved procedures. Excellent written communication skills are required to ensure adequate case documentation and traceability.
  • The Case Manager will possess an aptitude for learning, the ability to accept and implement constructive feedback, and a continual development mindset. In addition, the Case Manager will reflect a calm and reassuring tone and attitude for our patients, their families, and their caregivers, specifically during difficult or stressful interactions.

Responsibilities:

  • Develop and maintain knowledge of the relevant brand and customer workstreams for the specific assigned program.
  • Learn and utilize protocols to respond to customer phone, chat, fax, SMS / text, mail, and e-mail inquiries as well as other communication channels in a prompt and courteous manner.
  • Professionally and compliantly interact with customers, relevant Client associates, and other external contacts during inbound and outbound phone calls.
  • Manage assigned cases throughout the patient journey; perform proper and timely escalation, tracking, triage and follow-up where required.
  • Adhere to call guides, job aides and work instructions for case processing and case cadence.
  • Adhere to Service Level Agreements (SLAs), Key Performance Indicators (KPIs), productivity, and quality metrics.
  • Leverage dual monitors and technological solutions to support Case Management activities.
  • Accurately and concisely document all interactions to inform cross-functional partners on the relevant status details.
  • Promptly and courteously respond to tasks and notifications from PSC counterparts.
  • As applicable, raise innovative ideas which will drive improved efficiency and effectiveness of customer service to Supervisors.
  • Responsible for identifying and reporting adverse events via the established Client systems as per applicable processes.

Qualifications :

 

Education: High School Diploma required.

Travel Requirements:

  • This job requires you live within 90 miles of the East Hanover, NJ site of the Client.
  • Proximity and ability to commute to work onsite in East Hanover, NJ as required by our hybrid model and for occasional meetings or events. To be scheduled at the discretion of the business. Minimum of 1 week per month.

Other Work Requirements:

  • When working from home, a quiet dedicated space with internet/WiFi service or the ability to obtain such service the employee can work without interruption.
  • Ability to work the scheduled work hours, which generally will be a 9-hour shift with two paid rest breaks and an unpaid lunch break; Working schedule is either 8:00 am EST - 5:00 pm EST/9:30 am - 6:00 pm EST or 11:00 am EST - 8:00 PM EST.
  • Ability to complete all calls once they have begun to ensure no interruption of service.
  • For Patient Support Center (PSC) roles with a dedicated training period: The individual hired for this role will be required to successfully complete initial training, including passing simulations and become certified to do the role.

Required Experience:

  • Approximately 6 months of proven Contact Center experience (such as Healthcare, Pharmaceuticals, or other industry call center experience).
  • Strong interpersonal, telephone and verbal communication skills, including the ability to project warmth and compassion while effectively and efficiently conveying information.
  • Excellent written communication skills including the ability to interpret, capture and document the essence of and next steps for customer conversations in a clear and cogent way.
  • Must follow oral and written directions.
  • Ability to multitask and balance multiple priorities at once.
  • Computer literacy in with email, video conferencing systems, and data entry/case management systems.

Preferred Experience:

  • One (1) year of Customer Contact Center Experience in the Pharmaceuticals industry.
  • Experience with case management, pharmacy triage, and/or patient support programs.
Company DescriptionWe Are Standing With 30+ Years Of Experience.

NewAge Clinical is a Division of NewAgeSys Inc., a Favored Provider to the major Drug/Biotech/Medical Devices Organizations in the USA offering broadened types of assistance to our clients, similar to medical care staffing administrations, clinical staffing, and R & D contract jobs. Established in 1994, NewAgeSys has exhibited phenomenal development winning lofty honors for being one of the quickest-developing organizations in New Jersey. We are an inventive association with a forceful business procedure, supplementing amount with quality and using a clever interaction that conveys a full help arrangement. With regards to medical care staffing administrations, clinical staffing, R and D contract jobs, and staffing administrations in New Jersey, NewAge Clinical stands separated concerning quality, when contrasted with others. We understand that the process of selecting a consultant for a clinical trial or pre-clinical project often takes some time. We regard the time that this cycle takes by guaranteeing a completely thorough screening interaction to guarantee shared accomplishment to assure mutual success for our candidate's and client's proficient staffing needs.Company DescriptionWe Are Standing With 30+ Years Of Experience.\r
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NewAge Clinical is a Division of NewAgeSys Inc., a Favored Provider to the major Drug/Biotech/Medical Devices Organizations in the USA offering broadened types of assistance to our clients, similar to medical care staffing administrations, clinical staffing, and R & D contract jobs. Established in 1994, NewAgeSys has exhibited phenomenal development winning lofty honors for being one of the quickest-developing organizations in New Jersey. We are an inventive association with a forceful business procedure, supplementing amount with quality and using a clever interaction that conveys a full help arrangement. With regards to medical care staffing administrations, clinical staffing, R and D contract jobs, and staffing administrations in New Jersey, NewAge Clinical stands separated concerning quality, when contrasted with others. We understand that the process of selecting a consultant for a clinical trial or pre-clinical project often takes some time. We regard the time that this cycle takes by guaranteeing a completely thorough screening interaction to guarantee shared accomplishment to assure mutual success for our candidate's and client's proficient staffing needs.

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