Patient Care Support Supervisor

2 weeks ago

Oklahoma City, Oklahoma, United States Takeda Pharmaceuticals Full time


Join Takeda Pharmaceuticals as a Patient Care Support Supervisor, where you will operate in a dynamic and collaborative team atmosphere to deliver outstanding customer service and support in achieving key performance indicators, operational metrics, and organizational goals.

Your role will involve actively listening to patients and healthcare professionals, interpreting their unique requirements, and providing knowledgeable, friendly, and professional responses to their inquiries.

You will engage with patients, caregivers, medical offices, partners, and insurance providers to manage all necessary steps to secure and maintain access to continuous therapy.

Additionally, you will foster relationships with patients and healthcare providers to ensure ongoing adherence to treatment.


Key Responsibilities:
  • Collaborate closely with patients and families to manage all steps necessary for therapy access.
  • Serve as the intermediary with healthcare facilities.
  • Coordinate with specialty pharmacies and insurance companies to gather reimbursement information.
  • Initiate benefit investigations with insurance providers as needed.
  • Advise patients and families on reimbursement alternatives.
  • Facilitate patient transitions to Takeda products.
  • Partner with nursing staff to deliver training on injections and infusions to patients.
  • Maintain comprehensive case histories for all assigned patients within the CRM system.

Troubleshoot and resolve ongoing reimbursement challenges (such as step edits, insurance modifications, prior authorizations, appeals, etc.) in collaboration with the Patient Access Manager.

Work alongside Field Regional Business Managers and Patient Access Managers to oversee all patient cases within designated territories.

Professionally handle incoming calls while creating a positive impression and engaging relevant stakeholders.

Address inquiries from patients and medical offices, resolving customer concerns effectively.

Provide continuous compliance support through regular outreach to patients and families.

Manage requests for patient assistance and collaborate with partners on application submissions.

Offer backup support for other Patient Support Managers as needed.

Attend patient meetings and represent Takeda at industry events when required.

Travel to sales meetings and medical offices as necessary.

Accurately monitor, identify, and address escalated patient access and reimbursement issues, referring to the Patient Support Lead (PSL) and/or appropriate Patient Services personnel for follow-up as needed. Recognize patterns in issues that indicate the need for heightened Patient Services leadership engagement.


Qualifications:
  • Bachelor's degree in a healthcare-related field is preferred.
  • Prior experience in case management within a patient support or healthcare management role is required (experience in the biopharmaceutical industry or rare diseases is preferred).
  • Proficiency in Microsoft Office applications is required (Word, Excel, PowerPoint, Outlook, Teams).
  • Demonstrated ability to adhere to Takeda Leadership Behaviors: Think Strategically, Inspire Others, Deliver Priorities, and Elevate Capabilities.
  • Proven track record of excellence in Patient Support Manager competencies.
  • Strong understanding of patient and support services within a healthcare or corporate environment.
  • Exceptional leadership and communication skills with the ability to inspire and motivate a team; fosters a positive work culture and actively contributes to our values-based environment.
  • Strategic thinker with strong organizational skills and experience in documentation practices and CRM platforms/patient databases.
  • High aptitude for learning complex processes and adaptability to change.
  • Ability to collaborate effectively with cross-functional teams and external stakeholders.
  • Travel Requirement: 10% travel required, including overnight stays.

About Us:


At Takeda, we are dedicated to transforming patient care through the development of innovative specialty pharmaceuticals and top-tier patient support programs.

Takeda is a patient-centric organization that will motivate and empower you to grow through impactful work.

This position is currently classified as "hybrid" in accordance with Takeda's Hybrid and Remote Work policy.

EEO Statement: Takeda is committed to fostering a diverse workforce and providing equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, gender expression, parental status, national origin, age, disability, citizenship status, genetic information or characteristics, marital status, status as a Vietnam era veteran, special disabled veteran, or other protected veteran in accordance with applicable federal, state, and local laws, and any other characteristic protected by law.

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