Reimbursement Case Manager

POSITION SUMMARY

Under the general supervision of the operational program leadership, the Reimbursement Case Manager is responsible for customer service and case management. The Reimbursement Case Manager will work interactively with patients, healthcare providers, pharmacies, and manufacturer clients. The team will also support various reimbursement and patient assistance functions. The Reimbursement Case Manager responds to all patient, and provider account inquiries. Documents all interactions into the CareMetx Connect system in compliance with HIPAA regulations.

PRIMARY DUTIES AND RESPONSIBILITIES

• Acts as a single point of contact and voice for all providers and patients. Works as a patient advocate and always demonstrates compassion
• Serves as a patient advocate and enhances the caller/contact experience
• Captures and reviews all patient information, to the degree authorized by the SOP of the program
• Validates completeness of all required information and provides assistance to provider and/or patient
• Provides guidance to physician office staff and patients on how to complete and submit all necessary program applications in a timely manner
• Determines patient’s eligibility and conducts patient enrollment activities (example patient assistance programs and copay assistance)
• Performs reimbursement related activities such as benefit investigations, prior authorizations, appeals, etc.
• Provides exceptional customer service to internal and external customers; resolves any customer requests in a timely and accurate manner; escalates complaints accordingly
• Maintains frequent phone contact with patients, provider representatives, third party customer service representatives and pharmacy staff
• Provides reimbursement information to providers and/or patients
• Reports all Adverse Events (AE) disclosed in alignment with training and Standard Operational Procedures (SOP)
• Collaborates with inter-departmental associates as necessary
• Works on problems of moderate scope where analysis of data requires a review of a variety of factors. Exercise judgment within defined standard operating procedures to determine appropriate action

EXPERIENCE AND EDUCATIONAL REQUIREMENTS

• Previous 3+ years of experience in a specialty pharmacy, medical insurance, reimbursement hub experience, physician’s office, healthcare setting, and/or insurance background preferred
• Bachelor’s Degree Preferred

MINIMUM SKILLS, KNOWLEDGE AND ABILITY REQUIREMENTS

• Excellent verbal and written communication skills
• Ability to multi-task and adapt to changing priorities
• Proficient keyboard skills
• Competency in MS Word and Excel
• Knowledge of HIPAA regulations
• Detail-oriented and highly organized
• Excellent interpersonal skills
• Knowledge of pharmacy benefits, and medical benefits
• Global understanding of commercial and government payers preferred
• Ability and initiative to work independently or as a team member
• Ability to problem solve
• Customer satisfaction focused

PHYSICAL DEMANDS

• While performing the duties of this job, the employee is regularly required to sit
• The employee must occasionally lift and/or move up to 10 pounds.

WORK ENVIRONMENT

• The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

SCHEDULE

• Must be flexible with hours between 8am - 8pm, M-F
• Overtime may be required from time to time
• Must be willing to work weekends if required to meet company demands