Patient Support Manager

13 hours ago


Lexington, United States LanceSoft Full time
Shift: 8AM to 5PM

Hybrid- Remote w/ a couple of days in the office

Description
  • Works in a highly visible, strong team environment to provide exceptional Customer Service on all levels.
  • Specifically, listen to and counsel patients and medical professionals, interpreting their specific needs and providing friendly, professional and well-informed answers to their questions.
  • PSM's will work with patients, physician offices, partners and insurance companies to case manage all steps required to gain access to therapy.
  • Maintain relationship with patients and physicians to ensure ongoing compliance with therapy.
  • Works closely with patient/family to case manage all steps required to gain access to therapy
  • Acts as the liaison with medical offices
  • Work with Specialty Pharmacy and insurance companies to obtain reimbursement information
  • Perform benefit investigations with insurance companies as required
  • Counsel patient/family on reimbursement options
  • Manage patient transition to Client products.
  • Work with nurses to provide injection/infusion training to patients
  • Responsible for maintaining case history for all assigned patients in the CRM system
  • Trouble shoot and resolve ongoing reimbursement issues (step edits, insurance changes, PA's, etc)
  • Partner with Field Regional Business Managers and Patient Access Managers to manage all patient cases within their assigned territories
  • Professionally field incoming telephone calls while making a positive impression
  • Answer patient and medical office inquiries and resolve customer problems
  • Provide ongoing persistency and compliance support by making regular calls to patient/families
  • Manage patient assistance requests and work with partners to process applications
  • Provide back-up coverage for other Patient Support Managers
  • May attend patient meetings and represent client at industry conferences
  • Travel to sales meetings and medical offices as necessary

Prior reimbursement experience with ability to communicate complex reimbursement scenarios to patients and medical professionals.
  • Living our leadership behaviors is a basic expectation for all client employees.
  • Ability to multitask, problem solve and work independently
  • Liaison with patients and families
  • Liaison with physicians and sites of care
  • Work with specialty pharmacy partners, insurance companies and nursing agencies
  • Work with Regional Business Managers, Patient Access Manager and Managed Care/Government Accounts team
  • Individual must possess and portray strong emotional resilience
  • Individual must possess extraordinary positive attitude, exceptional listening skills, and strong verbal and written communication skills
  • Ability to handle sensitive information
  • Ability to problem solve complex reimbursement scenarios and recommend solutions
  • Ability to maintain composure and remain professional during difficult patient or medical calls

Education:
  • BA/BS in the life sciences or communications preferred
  • 3 -5 years of prior case management experience preferred


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