HUB Patient Services Coordinator

Orsini Healthcare•Elk Grove Village, IL

23h•$22 - $25•Remote

About The Position

Providing compassionate care since 1987, Orsini is a leader in rare disease and gene therapy pharmacy solutions, built to simplify how patients connect to advanced medicines. Through our comprehensive commercialization solutions including a nationwide specialty pharmacy, patient services hub, home infusion and nursing network, and third-party logistics provider, we work with biopharma, providers, and payors to ensure No Patient is Left Behind™ OUR MISSION Orsini is on a mission to be the essential partner for biopharma innovators, healthcare providers, and payers to support patients and their families in accessing revolutionary treatments for rare diseases. Through our integrated portfolio of services, we seek to pioneer comprehensive solutions that simplify how patients connect to advanced therapies while providing holistic, compassionate care so that No Patient is Left Behind™. POSITION SUMMARY The HUB Patient Services Coordinator serves as a key liaison between patients, healthcare providers (HCPs), and the manufacturer’s patient support program (“hub”). This role ensures a seamless experience for patients starting therapy by managing enrollment, verifying documentation, and helping patients understand and access available financial support programs. Acting as the voice of the manufacturer through a dedicated phone line, the Case Manager provides empathetic, compliant, and high-quality support to patients throughout their treatment journey.

Requirements

High School Diploma and 2+ years of experience in patient services, specialty pharmacy, reimbursement support, or a related healthcare field.
Proven ability to explain complex insurance or financial information to patients in an accessible and compassionate way.
Excellent verbal and written communication skills with a high degree of empathy and professionalism.
Proficient in CRM systems and standard office software (e.g., Microsoft Office Suite).
Strong understanding of healthcare reimbursement processes and insurance benefit structures, including prior authorizations, benefits investigations, payer coverage dynamics, copay programs, and patient assistance resources.
Detail-oriented with strong organizational and problem-solving skills

Nice To Haves

Preference to candidates with a pharmacy technician license.
Demonstrated ability to effectively communicate and collaborate with manufacturer field teams (e.g., Regional Access Managers, reimbursement specialists, or field nurses) to support patient access and therapy initiation.
Ability to manage multiple priorities in a fast-paced environment
Strong interpersonal and communication skills

Responsibilities

Maintain availability to handle inbound patient and provider calls during the program’s designated operating hours, ensuring timely, professional, and empathetic support.
Conduct outbound and inbound calls to support patient onboarding, answer inquiries, and explain program benefits.
Explain the overall therapy initiation process, including coordination with the manufacturer’s exclusive specialty pharmacy
Receive and process hub enrollment forms from healthcare providers.
Review enrollment forms for completeness and ensure appropriate patient PHI consents are in place.
Collaborate directly with HCP offices to collect any missing information or consents.
Conduct welcome calls with consented patients to explain the benefits of the manufacturer’s hub program.
Communicate benefits investigation results to patients in a clear and empathetic manner, helping them understand their insurance coverage, out-of-pocket costs, and available financial support options.
Provide information to commercially insured patients about the manufacturer’s copay support program and facilitate enrollment for eligible patients.
Educate patients about alternate funding sources (e.g., state Medicaid programs, healthcare exchanges, third-party charitable foundations) when applicable.
Collaborate with manufacturer reimbursement and internal pharmacy teams to ensure patients receive accurate and timely updates about their benefit status and ensure timely initiation of therapy.
Utilize established business rules to determine and approve patients for quick-start or bridge shipments when appropriate.
Review and apply business rules to assess eligibility for the Patient Assistance Program (PAP).
Other duties and responsibilities as assigned.