Patient Support Case Manager

ConnectMed360•Buffalo, NY

3d•$60,000•Remote

About The Position

ConnectMed360 is seeking a Patient Support Case Manager to join our organization. This position can be fully remote, with working hours from Monday – Friday, 11:30am – 8:00pm EST. We offer quarterly incentive bonuses with plenty of growth opportunities. A career with us is more than just a job. It's an opportunity to connect and care for our patients, providers, communities and each other. We attract extraordinary people who have a strong desire to live our mission - to better the lives of those battling cancer and rare diseases. Compassion is more important than numbers. We value teamwork, respect, integrity, and passion. ConnectMed360 is a unique model created to serve the needs of community, oncology and hematology physicians, patients, payers, and manufacturers. The Patient Support Case Manager will serve as the primary point of contact for patients, caregivers, health care providers and client department teams and provide support through the overall patient journey both pre and post prescription, enrollment, access and other program related processes. In addition, the manager will help ensure that patients are able to initiate and maintain their prescribed treatment. This role will also provide program-approved talking points, FAQs, scripts, guides and additional resources and information on disease state and treatment. The Patient Support Manager will play an active role with each patient from the first point of patient program enrollment and throughout treatment to facilitate a timely and successful patient experience. The Manager will compassionately deliver exceptional experience to all stakeholders in the patient journey from providers, patients, caregivers and Client's Department Teams.

Requirements

Minimum of 5 years of pharmacy experience required
Must exhibit excellent skills in the following areas: verbal/written communication, computer/data entry/software proficiency, interpersonal and relationship-building skills, self-discipline, attention to detail, and the ability to maintain strict confidentiality.

Nice To Haves

Associate degree OR equivalent program from a two-year college or technical school, or certificate program in pharmacy and/or healthcare field, preferred.
Certification preferences examples include PACS (Prior Authorization Certified Specialist), CHES (Certified Health Education Specialist) CCM in healthcare or social science (Certified Case Manager) or Social Worker Field
Minimum of 2 Years of patient support program experience
Pharmacy Technician, PACS (Prior Authorization Certified Specialist), CHES (Certified Health Education Specialist) or CCM in healthcare or social science (Certified Case Manager)

Responsibilities

Serve as a consistent resource throughout the continuum of program services, which includes identifying barriers to therapy and helping the patient understand and navigate such barriers.
Serve as primary point of contact for incoming phone calls from patients, caregivers, physicians and client department teams. Proactively provides updates to internal and external stakeholders on patient cases in a timely manner.
Build personalized and meaningful relationships with patients/caregivers, providers and client's department teams to assist them in the process of gaining access to and continuation of therapy.
Maintain strong relationships with physician offices and client department teams in their assigned region(s).
Serve as an educator to ensure patients are supported throughout their treatment journey by providing educational resources, talking points, call scripts/guides and other client approved material. Managed through call/contact center structure, supporting both inbound and outbound calls to patients, caregivers, specialty pharmacies, healthcare professionals and client department teams.
Operate both inbound and outbound calls as per the program-approved Frequently Asked Questions (FAQs), Call Guides, Call Scripts, and other program-approved material.
Conduct scripted welcome calls and ongoing educational support calls to patients and office staff to introduce the program and confirm required enrollment information as necessary.
Demonstrate an understanding of business rules, work instructions, and company-approved communications for patients and HCPs. Comprehensively understand the benefits investigation process, plan design, prior authorization criteria and processes, and all available patient support program offerings.
Navigate operating platform with ease. Document and meticulously make notations in each patient’s profile regarding every update and aspect of patient’s journey.
Use discretion and independent judgment in handling customer complaints received, while documenting and forwarding to appropriate team members.
Communicate with Supervisor and Program Manager on noteworthy program updates or obstacles.
Comprehensively understand the benefits investigation process, insurance plans, and available patient assistance programs.
Demonstrate an understanding of business rules, work instructions, and program-approved scripts, guides and other communications for patients and HCPs.
Communicate with specialty pharmacies to obtain patient case updates and ensure the prescription process is moving forward. Coordinate with Non-Commercial Pharmacy and schedule shipments as needed.
Must exhibit excellent skills in the following areas: verbal/written communication, computer/data entry/software proficiency, interpersonal and relationship-building skills, self-discipline, attention to detail, and the ability to maintain strict confidentiality.
Reporting of Adverse Events/ Product Complaint received in accordance with SOP and good manufacturer practices
Other duties as assigned
Conducts job responsibilities in accordance with the standards set out in the Company’s Code of Business Conduct and Ethics, its policies and procedures, the Corporate Compliance Agreement, applicable federal and state laws, and applicable professional standards.