Biogen Idec Research Triangle Park , NC 27710
Posted 2 months ago
Company DescriptionJob Description
Position Summary:
The Senior Case Manager, Patient Services will educate customers about our products, to provide services that facilitate access to our treatments through the removal of non-clinical challenges to ensure safety and compliance with FDA and other regulatory standards. Biogen values team players who are accountable, customer focused, ethical, inclusive, and agile in the ways they work. Our goal is to Care Deeply, Work Fearlessly, and Change Lives.
The Senior Case Manager is responsible for acting as a liaison between patients and healthcare providers, as well as other internal and external partners by helping them navigate the complex process to supporting access to prescribed medication. The Senior Case Manager role will require a high level of ownership, problem solving, and empathetic patient focused care from case initiation to case closure. Additionally, this role will utilize strong interpersonal skills for the support and education of patients in their disease state, understanding of medical and pharmacy benefits, Biogen product education and the offering of service option explanations.
Primary Responsibilities:
Build trusted relationships with patients and healthcare providers, internal work group partners through proactive communication, timely and accurate execution of deliverables and demonstrated relentless passion for helping patients
Leverage thorough understanding of program services to align support provided based on the unique needs of each patient
Deliver personalized case management to patients and Healthcare Providers including inbound and outbound communication to patients and HCP's regarding solutions to non-clinical challenges to access therapy
Provide personalized reimbursement support to patients, healthcare providers and Biogen field support including benefit investigations, prior authorization information, denial appeals, determining financial qualifications for assistance programs and assisting patients, healthcare providers or other stakeholders through resolution by using critical thinking skills and knowledge of the program services, coverage and industry rules and standards
Conduct necessary benefits, coverage, and payer research/investigations to ensure appropriate resources, compliance with payer appeal policies, practices, and timelines
Adhere to all standard operating procedures and departmental procedures
Ability to travel up to 20%
Meet and exceed performance metrics and quality standards to ensure desired customer experience and business objectives are achieved
Other duties as assigned
Competencies critical to the role:
Strong interpersonal skills; listens well; expresses ideas fluently and logically and is open to input
Professional telephone etiquette; effective verbal and written communication skills
Service oriented; anticipates, recognizes, and meets the needs of others, including patients, providers, field-based team members, peers and other stakeholders.
Pursues goals persistently despite obstacles and setbacks, achieves results
Persuades and influences without authority; fosters an exchange of ideas and support
Detail oriented, accurate and complete; investigational and problem-solving skills
Ability to manage time appropriately and have strong organization skillset
Understanding of Standard Operating Procedures and adaptive, energetic, and comfortable with process improvement and change management
Ability to identify trends in assigned work and proactively communicates to leadership and partners
Qualifications
Required Skills:
A minimum of 3 years of customer service, patient services, case management, or related experience in healthcare environment preferred
Proficient in all aspects of reimbursement (i.e., benefit investigations, payer reimbursement policies, regulatory and administrative rules) and understands how to access these reimbursement and funding resources
Must have excellent knowledge of the managed care industry, including government payers and procurement
Demonstrated investigational and analytical skills
Ability to utilize strong interpersonal skills that will allow for the support and education of patients, understanding of medical benefits, and communicating support program options that will drive successful outcomes for patients
Work effectively under pressure and prioritize tasks in a fast-paced environment
Ability to work collaboratively in a team structure with a desire to work with and assist peers, prescribers, sales team members, patients, and business partners
Ability to assist peers as needed in order to maintain performance within the team and meet the needs of the customer
Technical proficiency in Microsoft Office Products and CRM or equivalent system
Successful completion of paid training without interruption is a must
Bilingual (English and Spanish) skill is a plus
Requirement to support program operations during holidays and shutdown based on business need
Hybrid Role: candidate has the ability to work from home or in office as required
Candidate has the ability to protect patient privacy in a home, work environment
Candidate must meet/exceed performance metrics to be eligible to work from home
Candidate must have a distraction free environment in order to be eligible to work from home
Education:
High school degree required; Bachelor's Degree preferred
Additional Information
Why Biogen?
We are a global team with a commitment to excellence, and a pioneering spirit. As a mid-sized biotechnology company, we provide the stability and resources of a well-established business while fostering an environment where individual contributions make a significant impact. Our team encompasses some of the most talented and passionate achievers who have unparalleled opportunities for learning, growth, and expanding their skills. Above all, we work together to deliver life-changing medicines, with every role playing a vital part in our mission. Caring Deeply. Achieving Excellence. Changing Lives.
At Biogen, we are committed to building on our culture of inclusion and belonging that reflects the communities where we operate and the patients we serve. We know that diverse backgrounds, cultures, and perspectives make us a stronger and more innovative company, and we are focused on building teams where every employee feels empowered and inspired. Read on to learn more about our DE&I efforts.
All qualified applicants will receive consideration for employment without regard to sex, gender identity or expression, sexual orientation, marital status, race, color, national origin, ancestry, ethnicity, religion, age, veteran status, disability, genetic information or any other basis protected by federal, state or local law. Biogen is an E-Verify Employer in the United States.
Biogen Idec