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Patient Navigator, Patient Support Operations

4 months ago

Wilmington, United States United Therapeutics Full time

California, US residents click here.

The job details are as follows:

What We Do

We build on the strength of our research and development expertise and a distinctive, entrepreneurial culture that encourages diversity, innovation, creativity, sustainability, and, simply, fun. Since inception, our mission has been to find a cure for pulmonary arterial hypertension and other life-threatening diseases. Toward this goal we have successfully gained FDA approval for five medicines, we are always conducting new clinical trials, and we are working to create an unlimited supply of manufactured organs for transplantation.

We are the first publicly-traded biotech or pharmaceutical company to take the form of a public benefit corporation (PBC). Our public benefit purpose is to provide a brighter future for patients through (a) the development of novel pharmaceutical therapies; and (b) technologies that expand the availability of transplantable organs. At the same time, we seek to provide our shareholders with superior financial performance and our communities with earth-sensitive energy utilization.

Our company was founded by an entrepreneur whose daughter was diagnosed with a life-threatening condition. She sought to find treatment options and a cure for her daughter and patients like her. We are founder-led, and relentless in our pursuit of "medicines for life". We continue to research and develop treatments for cardiovascular and pulmonary diseases, and other orphan diseases.

How you'll contribute

The Patient Navigator, Patient Support, plays a pivotal role in educating customers about our PAH and PH-ILD products, while also providing essential services that streamline patient access to therapy. Compliantly adhering to FDA and other regulatory guidelines, the Patient Navigator takes ownership of the patient journey, expertly guiding individuals through the complexities of obtaining prescribed medication. By acting as a bridge between patients, caregivers, and healthcare providers (HCPs), this role effectively eliminates non-clinical barriers to therapy. The Patient Navigator has a strong sense of ownership, adept problem-solving abilities, and provides compassionate, patient-centered care from case initiation to closure. Moreover, the Patient Navigator uses exceptional interpersonal skills to provide support and education to patients regarding their disease state, understanding of medical and pharmacy benefits, as well as thorough product education and service explanations. The objective of our overall Patient Support Program is to ensure patients have the knowledge, resources, and logistical support necessary to help effectively manage their conditions and adhere to treatments as prescribed by their HCP. This role will contribute to our overall Patient Support vision by 1) Providing a "Best in Class" customer experience for our patients, prescribers and caregivers 2) removing non-clinical barriers to therapy 3) operating in compliance with FDA and Standard Operating Procedure and 4) supporting a culture that ignites passion

  • Provide personalized case management services to patients including inbound and outbound communication with patients, HCPs and field sales partners to address non-clinical barriers hindering therapy access
  • Establish strong, trusted relationships with patients, healthcare providers, and internal partners through proactive communication, timely execution of tasks, and a demonstrated dedication to improving patient outcomes
  • Partner closely with our Access and Affordability team to deliver customized reimbursement support to patients, encompassing benefit investigations, prior authorizations, denial appeals, and assessments for eligibility in financial assistance programs
  • Participate in internal region calls to discuss trend in referral or non-clinical barriers
  • Display a comprehensive grasp of program services to tailor support according to the individual needs of each patient
  • Compliance - work in compliance with program business rules/operation procedures through adherence to Standard Operating Procedure (SOP) and department procedures
  • Meet and exceed performance metrics and quality standards to provide a "best in class" customer experience
  • All Patient Relations activities will be performed in a manner that is consistent with and compliant with all laws and company policies
  • All other duties as required
For this role you will need

Minimum Requirements
  • Associates Degree in life sciences, business, or a related field with 4+ years of relevant experience in case management, customer service, or patient experience management. Will consider commensurate experience and/or combination of education and experience or,
  • Bachelor's Degree in life sciences, business, or a related field with 2+ years of relevant experience in case management, customer service, or patient experience management. Will consider commensurate experience and/or combination of education and experience.
  • Strong sense of ownership, adept problem-solving abilities, exceptional interpersonal skills and ability to offer compassionate, patient-centered care, support and education
  • Professional telephone etiquette; effective verbal and written communication skills
  • Strong communication and interpersonal skills, with the ability to effectively engage on the phone or in person with patients, healthcare professionals, and cross-functional teams
  • Empathy, compassion, and a patient-centric mindset to provide the "best in class" customer service
  • Adaptive, anticipating the needs of the business and patients, while being open to feedback.
  • Ability leading without authority, possessing a drive for results
  • Excellent problem solving, time management and organization skills
  • Position will be located onsite in RTP
  • Candidates will need to have the ability to work any set shift between 8:00 a.m. and 8:00 p.m. Monday - Friday
Preferred Qualifications
  • Bachelor's Degree in life sciences, business, or a related field
  • Strong proficiency with Microsoft Office suite
  • Experience working in an SOP environment
  • Prior case management ownership of a territory
  • Experience utilizing CRM (e.g. Health cloud, Salesforce) to carry out patient support related activities
  • Experience working with patient support programs, case management, and adherence program designs
  • Rare disease and / or complex therapy administration experience
  • Experience with text or chat HIPPA compliant communication methods


At United Therapeutics, you'll realize quickly that it is not an ordinary place to work When you join our company, you will learn, grow, contribute, have fun, and be challenged... all while making a difference in the lives of our patients.

While United Therapeutics does not require vaccination for Covid-19 at this time, we strongly encourage all employees and visitors to remain up to date on vaccinations and boosters to protect one another from illness. Employees working in customer-facing roles must adhere and comply with customers' credentialing guidelines, which may require vaccination against Covid -19, the influenza virus, and other illnesses that could be harmful to healthcare staff and patients.

United Therapeutics Corporation is an Equal Opportunity/Affirmative Action Employer - EOE Minorities / Females / Protected Veterans / Individuals with Disabilities