**Remote Work Flexibility**
Purpose:
The Patient C are Liaison is a patient facing role responsible for various functions, including proactive outreach and support as well as accurate and timely response to patient inquiries regarding specific referral status or escalation. The Patient Care Liaison serves as a p rimary point of contact for patient communication regarding shipment set-up, case status updates, next steps in prescription processing, etc. The Patient Care Liaison will interact directly with patients communicating updates on internal activities and will be required to collaborate with internal teams including Pharmacy Operations, Care Coordinators, and Case Managers to support the patient journey.
Responsibilities :
- Primary point of contact for patient support, shipment set-up, inquiries, and escalations.
- C omplete assigned work in accordance with Standard Operating Procedures and defined service levels to complete program enrollment, answer inquiries, and coordinate access to therapies
- Processing of patient and prescriber requests in order to ensure access to therapy in a timely manner
- Support general inquiry resolution for patients and prescribers
- Perform data entry and intake or required enrollment forms and prescriptions from HCP offices
- Use high-level problem-solving skills to research cases, using professional judgement to make sound decisions
- Maintain frequent phone contact with internal operational staff in order to resolve any inquires or requests from the patient and HCP offices
- Supports Care Coordinator team as directed by Team Supervisor, including assisting with training as applicable
- Provides exceptional, white glove, customer service to internal and external customers; resolves any customer or physician requests in a timely and accurate manner; escalates appropriately
- Provides support to ensure efficient referral processing from referral intake to triaging of prescription
- Independently and effectively resolves complex issues with creativity and innovation
- Strong compliance mindset, demonstrating clear understanding of patient privacy laws
- Active participation in building and maintaining respectful, collaborative internal/external team relationships, exercising, and encouraging positivity.
- Ability to understand payer trends , product access , and reporting reimbursement trends and/or delays ( i.e. denials, underpayment, access delays, etc.)
- Other duties as assigned
Required Qualifications :
- Associates Degree or high school diploma with 2+ relevant prior work experience may be considered
- Previous 2+ yea rs of experience in a pharmacy , healthcare setting, and/or insurance background ; customer service focus
- Comfortable working in an entirely telephonic position
Preferred Qualifications :
- Certified Pharmacy Technician or Case Management Experience
- 2+ years’ experience in healthcare management setting a plus
- Working Knowledge of Third-Party and other Foundation programs
- Basic understanding of Co-Pay Assistance (if applicable)
- Ability to build productive internal/external working relationships
- Experience with benefit investigation and benefit verification of prescription benefits
- Strong interpersonal skills
- Ability to proficiently use Microsoft Excel, Outlook, and Word
- Advanced knowledge and experience in healthcare setting
- Ability to communicate effectively both orally and in writing with a focus on customer satisfaction
- Ability to independently manage case load, prioritize work, and us time management skills to manage deliverables
- Empathy, drive, and commitment to exceptional service
- Strong analytical and organizational skills with attention to detail
- Ability to work flex schedule per Program business needs
- Possess effective oral and written communication skills
- Possess a strong understanding of biologic/specialty pharma market and patient access challenges
- Ability to leverage professional expertise and apply company policies and procedures to resolve challenges
Work Environment
This job operates in a professional office environment and teleworking from the employee’s home address listed in their employment file. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. When telecommuting employees must have reliable internet access in order to access required systems and software associated with the position’s responsibilities. The amount of time the employee is expected to work per day or pay period will not change as a result of participation in the teleworking program. Employees are responsible for the set-up of their home office environment, including physical set-up, internet connection, phone line, electricity, good lighting, comfortable temperature, furniture, etc. Employee’s teleworking space should be separate and distinct from their “home space” and allow for privacy. RareMed expects employees teleworking to be as efficient and professional as if they were in the office. The amount of time spent in office or teleworking is contingent upon the needs/priorities of RareMed and will vary based on those needs/priorities.
Physical Demands
While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; use hands and fingers, handle or feel; and reach with hands and arms.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential function of the job.