Case Manager 2 - Randstad USA

job summary:

Case Manager

Duration: 6 month contract, potential to extend

Location: East Hanover, NJ

Hybrid Role: 1 week onsite, 3 weeks remote

Hours:8:00am-5:00 pm EST or 9:00am-6:00pm EST or 11:00am-8:00pm EST

As the world's largest staffing and recruitment agency in the world, we can commit to find you the perfect role that gives you the opportunity to learn and grow in the life sciences arena. Utilizing a recruiter for your job search gives you access to a large network of top employers as well as detailed information about hundreds of positions. We supply prestigious life sciences and biopharma companies with job seekers like you to achieve their business goals. If you're looking for a position where you can serve as an asset to your company while making a difference in others' lives, we have the ideal position for you!

 
location: East Hanover, New Jersey
job type: Contract
salary: $28.77 - 32.51 per hour
work hours: 8 to 4
education: High School
 
responsibilities:

Job Overview:

The Patient Support Center (PSC) plays a crucial role in helping eligible patients access and continue their prescribed medications. We work directly with patients, caregivers, and prescribing customers to provide education and support on access, affordability, acquisition, and adherence programs.

Our team has supported millions of patients in the US, assisting over 500,000 patients annually. The Patient Support Center (PSC) is the central operational function within our organization. We handle all patient, caregiver, and customer transactions related to supporting patient access, including intake, case management, benefits verification, prior authorization and appeals support, specialty pharmacy triage, and adherence support. We are committed to delivering exceptional customer service, which is measured through service level agreements (SLAs), key performance

indicators (KPIs), and net promoter scores.

Overview of job:

The Case Manager serves as the dedicated point of contact to patients and healthcare professionals when initiating treatment of a Company therapy.

Responsibilities include:

Navigating through onboarding, insurance verification, financial assistance, and ongoing support as requested by the patient and their healthcare professional.

Case Managers will also be working with cross-functional team members within Patient Support, where appropriate, to ensure continuity of information being shared

with the healthcare professional and patients.

As a Case Manager, you will be assigned a specific territory to work within and become an expert in that regional area to best assist the individuals who call in, submit service request forms (SRFs) or required financial assistance.

Case Managers will possess critical thinking and communication skills, an aptitude

for learning and strive for continual development.

The Case Manager must have strong communication skills to converse with customers about the patient's journey and be able to offer next steps in accordance with approved procedures.

The Case Manager will possess an aptitude for learning, the ability to accept and implement constructive feedback, and a continual development mindset.

In addition, the Case Manager will reflect a calm and reassuring tone and attitude for our patients, their families, and their caregivers, specifically during difficult or stressful interactions.

Your responsibilities will include, but are not limited to:

• Develop and maintain Subject Matter Expert (SME) level knowledge of the relevant brand and customer workstreams for the specific assigned program
• Learn and utilize protocols to respond to customer phone, chat, fax, SMS / text, mail, and e-mail inquiries as well as other communication channels in a prompt and courteous manner
• Professionally and compliantly interact with customers, relevant associates, and other external contacts during inbound and outbound phone calls
• Manage assigned cases throughout the patient journey; perform proper and timely escalation, tracking, triage and follow-up where required
• Handle complex interactions and/or cases as it pertains to navigating insurances and financial assistance
• Adhere to call guides, job aides and work instructions for case processing and case cadence
• Adhere to Service Level Agreements (SLAs), Key Performance Indicators (KPIs), productivity, and quality metrics
• Leverage dual monitors and technological