Patient Support Case Manager

Monday – Friday, 7a-3:30p CST, 8a-4:30p CST, or 10:30a-7pm CST. This position can be fully remote.

About the role

The Patient Support Case Manager will serve as the primary point of contact for patients, caregivers, health care providers, and client department teams, providing support through the overall patient journey both pre- and post-prescription, enrollment, access, and other program-related processes. This role ensures patients can initiate and maintain their prescribed treatment, delivers program-approved resources, and educates stakeholders on disease states and treatments. The Patient Support Case Manager plays an active role from the first point of enrollment through treatment, facilitating a timely and successful patient experience while compassionately engaging with providers, patients, caregivers, and client teams.

Responsibilities

• Serve as a consistent resource throughout the continuum of program services, identifying barriers to therapy and helping patients understand and navigate them.
• Act as the primary point of contact for incoming calls from patients, caregivers, physicians, and client department teams, providing proactive updates on patient cases.
• Build personalized relationships with patients, caregivers, providers, and client teams to assist in accessing and continuing therapy.
• Maintain strong relationships with physician offices and client teams in assigned region(s).
• Educate patients throughout their treatment journey using approved resources, talking points, scripts, and guides.
• Manage inbound and outbound calls in a call/contact center structure, adhering to program-approved FAQs, scripts, and guides.
• Conduct scripted welcome and educational support calls to patients and office staff to confirm enrollment information.
• Demonstrate understanding of business rules, work instructions, and company-approved communications for patients and healthcare professionals (HCPs).
• Navigate the benefits investigation process, insurance plans, prior authorization criteria, and patient support programs.
• Document patient interactions and updates meticulously in patient profiles.
• Use discretion in handling customer complaints, documenting and escalating as needed.
• Communicate with supervisors and program managers on program updates or obstacles.
• Coordinate with specialty pharmacies to track prescription progress and schedule shipments as needed.
• Report adverse events and product complaints in accordance with company policies and regulatory standards.
• Perform other duties as assigned while adhering to company standards, policies, and compliance requirements.

Requirements

• Minimum of 5 years of pharmacy experience required.
• Associate degree or equivalent from a two-year college or technical school, or certificate program in pharmacy and/or healthcare field (preferred).
• Experience in patient support programs (minimum 2 years preferred).
• Excellent verbal/written communication, interpersonal, and relationship-building skills.
• Proficiency in computer/data entry and software applications.
• Strong attention to detail and ability to maintain strict confidentiality.
• Self-discipline and ability to work independently in a remote setting.

Qualifications

• Certification preferences: PACS (Prior Authorization Certified Specialist), CHES (Certified Health Education Specialist), CCM (Certified Case Manager), or Social Work Field Work Experience.
• Pharmacy Technician certification (desired).

Benefits

• Medical, dental, and vision coverage.
• 401k with company match.
• Paid time off and paid holidays.
• Tuition reimbursement.
• Company-paid life insurance and short/long-term disability.

Pay

Salary range starting at $60,000 and up, depending on experience. Quarterly incentive bonuses available.

Schedule

Full-time, Monday – Friday, with one of the following shifts:

• 7:00 AM – 3:30 PM CST
• 8:00 AM – 4:30 PM CST
• 10:30 AM – 7:00 PM CST

Company Values

• Teamwork
• Respect
• Integrity
• Passion