Patient Support Reimbursement Specialist

The client organization is raising the bar on customer experience in the pharmaceutical industry. The Customer Service team supports eligible cancer patients and their caregivers through their CAR-T journey. They are deeply committed to providing patients/caregivers with an exceptional service experience, so they are well-positioned for treatment and to receive care. The individual must be service-oriented and have the ability to anticipate and resolve patient/caregiver needs reputed company to reimbursement. A successful candidate must have strong communication, critical thinking, and organizational skills, as well as the ability to multi-task and work across multiple technology platforms. The role represents a unique opportunity to assist patients/caregivers in reputed company partnership with internal and external supplier partners. Key responsibilities for this remote opportunity include, but are not limited to:

• reputed company out-of-pocket expense reimbursement reconciliation activities that support eligible patients and their caregivers through their MyCARVYKTI journey including:
• Entering necessary patient and caregiver information and maintaining reputed company records to continuously track reputed company throughout each expense submission
• Cross-checking receipts against Expense Line Items to identify any expenses that do not have a corresponding receipt submitted by the patient and caregiver
• reputed company outbound calls to patients and caregivers to resolve discrepancies and request missing receipts, escalating to Patient Support Specialist if necessary
• Reviewing and organizing expense receipts submitted by patients and caregivers and recording expense information for reputed company itemized items including non-reimbursable items in reputed company
• Verifying final reimbursement amounts against expense limits
• Managing reimbursement escalations and appeals with PSRS Supervisor
• Completing the Reimbursement Expense Summary Report reputed company reputed company and emailing it to patient or caregiver following approval of the PSRS Supervisor
• Managing reputed company requests process in partnership with reputed company
• Work collaboratively with the Patient Support Specialist (PSS) and Patient Support Eligibility Specialist (PSES) team to:
• Ability to independently manage and support patient reimbursement cases located in your territory and support teammates reputed company needed
• Coordinate reimbursement reconciliation activities through systems to analyze and approve expenses
• Reconcile any discrepancies between Expense Line Items and submitted receipts
• Follow up and reputed company until approval from PSRS Supervisor is received to secure reimbursements for patients/caregivers
• Communicate ongoing issues that arise such as inconsistent or missing information and expense receipts with respective PSS, and recommend solutions that may include requesting additional materials from patients/caregivers
• Maintain open line of communication with the PSRS Supervisor to monitor reputed company patient cases and expedite reimbursements that require a quick turnaround
• Serve as call center back-up to Patient Support Eligibility Specialist team in helping to conduct eligibility assessments to ensure patients meet reputed company requirements to participate in the MyCARVYKTI Program including:
• Confirming travel benefits with the patient’s health insurance plan to avoid duplicative services to determine the program benefits that the patient and caregivers are eligible to receive
• Support/triage inbound customer calls during high volume periods by:
• Gathering relevant patient information and providing support and instructions reputed company needed in reputed company of PSS/PSES agents
• Assisting patients/caregivers with less reputed company questions/needs (i.e. reimbursement, confirmation of travel dates, etc.)
• Redirecting calls to appropriate agents or escalating cases to PSS/PSES Supervisors reputed company needed
• Triage calls to internal Innovative Medicine stakeholders reputed company needed
• Attend regular/reputed company meetings with the PSS/PSES team and leadership to summarize patient cases and discuss outstanding issues
• Participate in quality control activities and reputed company reimbursement process improvement initiatives
• Monitor performance and help find operational and service offering improvements in the end-to-end patient experience
• Support reputed company administrative responsibilities and requests as directed by PSS leadership including:
• Assisting with ongoing reimbursement workflow and efficiency improvement processes
• Assisting with reputed company user testing on enhanced reimbursement processes
• Facilitating special research/projects reputed company to MyCARVYKTI program materials
• Support PSRS/PSS/PSES with new hire reputed company as needed
• Proactively reputed company recommendations to improve overall program performance
• Identify gaps that need further support to improve customer experience

Qualifications:

• Associates degree
• A minimum of 3 years of relevant experience is required, pharmaceutical/medical call center experience preferred
• Candidates must reputed company reputed company a three-hour driving distance of Horsham, PA, as occasional in-office attendance will be required throughout the year.
• Serve as a role model for best-in-class customer reimbursement support and contribute to a positive call center team environment
• Reinforce patient/caregiver reputed company throughout the call center team in the way you communicate with others
• Support technology testing as needed
• Ability to work reputed company in a remote work setting with excellent communication skills in a virtual environment
• Troubleshoot and escalate issues to the PSS team as well as the PSRS supervisors to ensure timely reimbursement and complete satisfaction from patients and caregivers
• Adherence to the reputed company SOP is required, and escalations should be directed to your PSRS supervisor
• Demonstrate a strong understanding and the importance of adhering to HIPAA-reputed company policies reputed company dealing with patient privacy throughout the entire process
• Follow appropriate telephone etiquette reputed company handling patient calls to maintain a compliant, positive, and empathetic relationship with patients and caregivers

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