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, provides program-approved talking points, FAQs, scripts, guides, and additional resources on disease state and treatment. The Patient Support Manager will play an active role with each patient from enrollment through treatment to facilitate a timely and successful experience, delivering exceptional compassion to all stakeholders.

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 department teams in assigned region(s).
• Educate patients throughout their treatment journey using approved resources, talking points, scripts, and guides.
• Manage inbound and outbound calls following program-approved FAQs, call guides, and scripts.
• Conduct scripted welcome calls and ongoing educational support calls to confirm enrollment information.
• Demonstrate understanding of business rules, work instructions, and company-approved communications for patients and healthcare professionals (HCPs).
• Comprehensively understand benefits investigation, plan design, prior authorization criteria, and patient support program offerings.
• Navigate operating platforms and document patient updates meticulously in profiles.
• Use discretion in handling customer complaints, documenting and escalating as needed.
• Communicate with supervisors and program managers on noteworthy updates or obstacles.
• Coordinate with specialty pharmacies to track prescription progress and schedule shipments as needed.
• Report adverse events/product complaints in accordance with SOPs and good manufacturing practices.
• 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/technical school, or certificate in pharmacy/healthcare (preferred).
• Experience in patient support programs (2+ years preferred).

Qualifications

• Excellent verbal/written communication, interpersonal, and relationship-building skills.
• Proficiency in computer/data entry and software.
• Self-discipline, attention to detail, and ability to maintain strict confidentiality.

Skills

• Certifications such as Pharmacy Technician, PACS (Prior Authorization Certified Specialist), CHES (Certified Health Education Specialist), or CCM (Certified Case Manager) in healthcare/social science (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.
• Quarterly incentive bonuses and growth opportunities.

Pay

Salary range starting at $60,000 and up, depending on experience.

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