Patient Support Case Manager

ConnectMed360•New Hyde Park, NY

3d•$70,000•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 to Friday, 11:30 am to 8:00 pm EST. We offer quarterly incentive bonuses and ample 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 $70k and up, depending on experience. There is a $5,000 sign-on bonus for employees starting before July 31, 2026.

Requirements

Minimum of 5 years of pharmacy experience required.
Must exhibit excellent skills in verbal/written communication.
Must exhibit excellent computer/data entry/software proficiency.
Must exhibit excellent interpersonal and relationship-building skills.
Must exhibit excellent self-discipline.
Must exhibit excellent attention to detail.
Must exhibit 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 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, including 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 and information on disease state and treatment.
Play an active role with each patient from initial program enrollment throughout treatment to facilitate a timely and successful patient experience.
Deliver exceptional experience to all stakeholders in the patient journey, including providers, patients, caregivers, and Client's Department Teams.
Serve as a consistent resource throughout the continuum of program services, identifying barriers to therapy and helping patients understand and navigate them.
Serve as the primary point of contact for incoming phone calls from patients, caregivers, physicians, and client department teams.
Proactively provide 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 gaining access to and continuation of therapy.
Maintain strong relationships with physician offices and client department teams in 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.
Operate both inbound and outbound calls as per 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.
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 the operating platform with ease.
Document and meticulously make notations in each patient’s profile regarding every update and aspect of the patient’s journey.
Use discretion and independent judgment in handling customer complaints, documenting and forwarding them 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.
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 received in accordance with SOP and good manufacturer practices.
Other duties as assigned.
Conduct 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.