Intake Coordinator, Patient Services

Xeris Pharmaceuticals•Chicago, IL

14d•$65,000 - $100,000•Hybrid

About The Position

The Intake Coordinator is a critical role within Patient Services, serving as the initial point of contact for all referrals. This role is responsible for managing all incoming referral documentation, evaluating completeness, performing preliminary benefit reviews, and coordinating with the Patient Access and Sales teams to ensure all required information is captured prior to submission to specialty pharmacy partners. The Intake Coordinator enables the Xeris sales force to be successful by ensuring all referrals are processed accurately, efficiently, and in full compliance with internal policies and external regulations.

Requirements

Bachelor’s degree required. Pharmaceutical and/or healthcare industry preferred.
Strong understanding of the healthcare industry, including both private and government payer landscape
Exceptional attention to detail, organizational skills and ability to manage complex workflows with precision.
Demonstrated ability to identify operational gaps and contribute to continuous process improvements
Excellent written and verbal communication skills with the ability to clearly communicate status updates and requirements to internal and external stakeholders.
Proficient in MS Outlook, Word, PowerPoint, and Excel ability to work across multiple digital systems (Fax queues, CRM, shared inboxes.
Demonstrated ability to balance independent priorities with the priorities of the team/organization.
Compliance with the provisions of the Health Insurance Portability and Accountability Act of 1996 and its implementing regulations, as amended (“HIPAA”)
Competencies: Attention to Detail, Project Management, Organizational skills, Independent Judgement, Teamwork/Collaboration, Professionalism and Discretion, Interpersonal skills, Written and Verbal Communication skills

Nice To Haves

Pharmaceutical and/or healthcare industry preferred.

Responsibilities

Manage referrals in Patient Services eFax queue for Recorlev/Keveyis rare brands.
Comprehensive assessment of each referral to determine completion.
Communicate with the patient access and sales team regarding referral and benefit/plan requirements.
Identify and classify incoming documents (Start Forms, clinical documentation, consents, insurance information) and route or tag appropriately using established workflows
Maintain and manage strict confidentiality of all information within established guidelines to include maintaining compliance with Xeris policies, procedures and related regulations.
Responsible for accuracy and timeliness of referral documentation.
Liaise with internal and external stakeholders to ensure efficient and compliant referral processing which includes being the intermediary between sales and patient access teams.
Effective collaboration within the team to enhance timely processing of referrals.
Additional duties as assigned.
Perform soft benefit reviews to determine baseline insurance documentation
Communicate relevant benefit or plan requirements to Patient Access and Sales partners to support timely next steps
Serve as a liaison between Sales, Patient Access, and external partners (including Panther & CloudTop) to facilitate timely resolution of missing items, incomplete referrals, and benefit questions.
Notifiy internal stakeholders of referral status changes (pending intake, incomplete, complete or direct-to-Panther referrals) within established SLA’s.
Assemble complete referral packets, including Start Forms, clinicals, and cover pages, ensuring accuracy and compliance before submissions to specialty pharmacy.
Utilize Salesforce, Adobe Acrobat, fax systems, territory lookup tools, and shared inboxes to manage intake workflows.
Maintain documentation, version control, and routing accuracy across multiple digital folders and tracking systems.
Ensure proper handling of HIPPAA-protected information and maintain strict confidentiality in accordance with Xeris policies and regulatory guidelines.
Support continuous improvement of intake procedures, training materials, and workflow efficiencies.
Review and analyze all intake processes, identify improvement opportunities, and deliver reports outlining results and recommended solutions.