US-MA, Patient Support Manager GI SR0031666-MZ
Works in a highly visible, strong team environment to provide exceptional Customer Service on all levels. Specifically, listen to and counsel patients and medical professionals, interpreting their specific needs and providing friendly, professional and well-informed answers to their questions. The Patient Support Manager will work with patients, physician offices, partners and insurance companies to case manage all steps required to gain access to therapy. Maintain relationship with patients and physicians to ensure ongoing compliance with therapy. Responsibilities Works closely with patient/family to case manage all steps required to gain access to therapy. Acts as the liaison with medical offices Work with Specialty Pharmacy and insurance companies to obtain reimbursement information Perform benefit investigations with insurance companies as required. Counsel patient/family on reimbursement options Manage patient transition to Takeda products.Work with nurses to provide injection/infusion training to patients Responsible for maintaining case history for all assigned patients in the CRM system Trouble shoot and resolve ongoing reimbursement issues (step edits, insurance changes, PA s, etc) Partner with Field Regional Business Managers and Patient Access Mangers to manage all patient cases within their assigned territories Professionally field incoming telephone calls while making a positive impression Answer patient and medical office inquiries and resolve customer problems Provide ongoing persistency and compliance support by making regular calls to patient/families Manage patient assistance requests and work with partners to process applications Provide back-up coverage for other Patient Support Managers Attend patient meetings and represent Takeda at industry conferences Travel to sales meetings and medical offices as necessary Education & Experience Requirements BA/BS in the life sciences or communications preferred 3 -5 years of prior case management experience preferred Key Skills and Competencies Prior reimbursement experience with ability to communicate complex reimbursement scenarios to patients and medical professionals. Ability to multi task, problem solve and work independently Individual must possess and portray strong emotional resilience Individual must possess extraordinary positive attitude, exceptional listening skills, and strong verbal and written communication skills Ability to handle sensitive information Other Job Components Complexity and Problem Solving Ability to problem solve complex reimbursement scenarios and recommend solutions Ability to maintain composure and remain professional during difficult patient or medical calls Internal and External Contacts Liaison with patients and families Liaison with physicians and sites of care Work with specialty pharmacy partners, insurance companies and nursing agencies Work with Regional Business Managers, Patient Access Manager and Managed Care/Government Accounts team Other Requirements 10% Travel
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Equal Employment Opportunity
Shire, a wholly-owned subsidiary of Takeda, is an Equal Opportunity Employer committed to a diverse workforce. Shire, a wholly-owned subsidiary of Takeda, will not discriminate against any worker or job applicant on the basis of race, color, religion, gender, national origin, ancestry, age, sexual orientation, marital or civil partnership status, pregnancy, gender reassignment, non-job related mental or physical disability, genetic information, veteran status, military service, application for military service, or membership in any other category protected under law.
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