Biologics Coordinator

Optima Dermatology•Portsmouth, NH

About The Position

Optima Dermatology is recruiting a Patient Support Biologics Representative to join our Practice Support Center, based in Portsmouth, NH. A Biologics Coordinator on the Patient Services team is responsible for providing world-class customer service to all callers, Optima Dermatology patients and community members. They are responsible for building strong relationships, communicating effectively, and performing at a high level consistently to support assigned practices. Utilizing multiple systems and leveraging technology, they address all Biologics new starts, reauthorizations, appeals, denials, and other requests from our practices. They will work as a team with the medical assistants to support patient/caller needs within their scope. They will communicate updates with the provider, office staff, patients, specialty pharmacies, and pharmaceutical companies/hub vendors. They provide detailed information regarding status updates on biologics, support patients throughout the process, maintain communication with all parties, and plan for continued support, while maintaining compliance. A Biologics Coordinator maintains active involvement in the industry and keeps the organization informed of updates and programs. They also stay up to date with our Clinical Research Trials and will refer potential patients that may be candidates for trials.

Requirements

Medical experience/two years’ experience with biologics
Excellent verbal and written communication skills, including but not limited to use of proper grammar and phone etiquette
Excellent customer service skills
Strong interpersonal skills; must be able to work with a team and receive constructive feedback
Excellent active listening skills and problem-solving ability
Must be able to maintain composure and professionalism even during high stress situations
Proficiency in Microsoft Office programs

Nice To Haves

Prior dermatology experience

Responsibilities

Answer Biologics incoming calls and voicemails to practices and direct patients as needed
Process all new starts, and existing prior authorizations, appeals, etc.
Educate patients on next steps for therapy, both after approval and denials
Assist patients in getting enrolled in pap programs
Work with specialty pharmacies and hub vendors
Send and refill prescriptions to specialty pharmacies
Reviews medical history and counsel patients regarding their clinical status and needs
Assist patients in staying compliant with biologic medication
Knowledgeable of all biologics and each assistance program
Provides patient instructions verbally or in writing when necessary for Biologics
Demonstrates effective call handling, including upset/dissatisfied customers
Ability to manage calls in an organized manner, including trouble shooting issues and actively problem solving
Ability to perform at high levels in listening skills and problem analysis.
Works collaboratively with staff across service lines
Displays in-depth knowledge of all departments at Summit
Follows all HIPAA guidelines and complies with annual training
Demonstrates an awareness and sensitivity towards patient/family rights
Complies with departmental standards regarding training, professional development, communication, management of workload, and safety/emergency situations
Ability to perform job duties at high levels using computer-based scheduling programs.
Other duties as assigned