Patient Support Specialist - Bilingual

Mirum Pharmaceuticals • Charlotte, NC

211d

About The Position

As a Patient Support Specialist, you provide inbound and outbound phone support and serve as the primary contact for patients, caregivers, and providers. You will facilitate a collaborative process that gauges, coordinates, and monitors patient need and appropriately facilitates a patient’s journey utilizing services offered through the Patient Support Program on behalf of Mirum. The primary function is to provide unparalleled customer service to patients, caregivers and providers as a dedicated contact by coordinating resources, exchanging information and ensuring appropriate delivery of support.

Requirements

• Bachelor’s degree preferred; or a minimum of 4 years of call center or customer service experience in a service-driven biopharmaceutical organization.
• Bilingual in English and Spanish is required.
• Experience in a healthcare setting with Spanish as a primary language preferred.
• Ability to communicate effectively both orally and in writing.
• Knowledge of medical insurance terminology and reimbursement/insurance.
• Excellent problem-solving and decision-making skills.
• Attention to detail and committed follow-through in communication.
• Strong organizational skills.
• Ability to work in a dynamic, fast-paced environment and adapt to change.
• Strong interpersonal skills and ability to work both independently and as part of a team.
• Empathetic listening skills.
• Punctual and reliable with a strong attendance record.
• Proficient with Microsoft products.

Responsibilities

• Serve as an expert on reimbursement, co-pay, foundation assistance, patient assistance program (PAP) issues, and other forms of available support.
• Handle patient and healthcare provider interactions.
• Advocate for patients regarding eligibility requirements, program enrollment, reimbursement process, affordability support, and general access for Mirum prescribed therapies.
• Establish relationships, develop trust, and maintain rapport with patients and healthcare providers.
• Serve as direct point of contact to health care providers for ongoing support and relationship development.
• Verify insurance coverage, reimbursement process, and general access for complex pharmaceuticals.
• Evaluate program enrollment forms for data integrity and missing information.
• Communicate insurance benefit investigations, prior authorization and appeal requirements.
• Document status/background in case notes, communicate patient benefits, assist in the PA/Appeals process.
• Understand and explain benefits offered by all payer types including private/commercial and government.
• Act as an assigned liaison to customer contacts, Market Access colleagues, and healthcare providers.
• Maintain records in accordance with applicable standards and regulations.
• Provide unparalleled customer service while serving as a brand advocate and program representative.
• Work with the Program Supervisor to maintain open lines of communication regarding patient status.
• Understand health and disease states of patients of the programs.
• Maintain a high level of ethical conduct regarding confidentiality and privacy.
• Help maintain team morale by demonstrating a positive attitude.
• Adhere to training deadlines for all corporate policies and procedures.
• Conduct miscellaneous tasks or projects as assigned.

What This Job Offers

• Education Level: Bachelor's degree
• Number of Employees: 251-500 employees