Patient Support Case Manager

ConnectMed360•Buffalo, NY

5d•$60,000•Remote

About The Position

ConnectMed360 is seeking a Patient Support Case Manager to join our organization. This position can be fully remote and offers quarterly incentive bonuses with plenty of growth opportunities. A career with ConnectMed360 is more than just a job; it's an opportunity to connect and care for 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 salary range starts at $60k and up depending on experience.

Requirements

Minimum of 5 years of pharmacy experience required.
Excellent verbal/written communication skills.
Computer/data entry/software proficiency.
Interpersonal and relationship-building skills.
Self-discipline.
Attention to detail.
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 certification.
PACS (Prior Authorization Certified Specialist) certification.
CHES (Certified Health Education Specialist) certification.
CCM in healthcare or social science (Certified Case Manager) certification.

Responsibilities

Serve as the primary point of contact for patients, caregivers, health care providers, and client department teams, providing support throughout the overall patient journey (pre and post prescription, enrollment, access, and other program-related processes).
Ensure patients can initiate and maintain their prescribed treatment.
Provide program-approved talking points, FAQs, scripts, guides, and additional resources on disease state and treatment.
Play an active role with each patient from enrollment throughout treatment to facilitate a timely and successful patient experience.
Deliver exceptional experience to all stakeholders in the patient journey.
Serve as a consistent resource throughout the continuum of program services, identifying barriers to therapy and helping patients navigate them.
Handle incoming phone calls from patients, caregivers, physicians, and client department teams, proactively providing timely updates.
Build personalized and meaningful relationships with patients/caregivers, providers, and client department teams to assist in gaining access to and continuation of therapy.
Maintain strong relationships with physician offices and client department teams in assigned regions.
Educate patients by providing educational resources, talking points, call scripts/guides, and other client-approved materials.
Operate inbound and outbound calls using program-approved FAQs, Call Guides, and Call Scripts.
Conduct scripted welcome calls and ongoing educational support calls to patients and office staff.
Demonstrate understanding of business rules, work instructions, and company-approved communications.
Comprehensively understand the benefits investigation process, plan design, prior authorization criteria and processes, and available patient support program offerings.
Navigate operating platforms with ease, meticulously documenting patient profiles.
Use discretion and independent judgment in handling customer complaints, documenting and forwarding them appropriately.
Communicate noteworthy program updates or obstacles to Supervisor and Program Manager.
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.
Report Adverse Events/Product Complaints in accordance with SOP and good manufacturer practices.
Conduct job responsibilities in accordance with the Company’s Code of Business Conduct and Ethics, policies and procedures, the Corporate Compliance Agreement, applicable federal and state laws, and applicable professional standards.
Other duties as assigned.