Case Specialist, Patient Services

Role Summary

Case Specialist, Patient Services at Genmab. The role focuses on patient access and reimbursement support for prescribed medications, acting as the dedicated point of contact for prescribers, office staff, patients and caregivers, and ensuring high-quality, compliant service within the Genmab Patient Services Support Center.

Responsibilities

• Act as the dedicated point of contact once a prescription is written for the patient and the healthcare provider to navigate insurance coverage and access to the medication
• Navigate insurance coverage complexities including benefit verifications, prior authorizations, and appeals support
• Evaluate and refer patients to appropriate financial assistance programs
• Provide high quality case management:
  • Assess and document patient needs and requested services
  • Communicate with patients, caregivers, prescribers, and office staff as required
  • Demonstrate empathetic listening and handle difficult conversations
  • Provide timely responses to requests from patients and providers
• Collaborate with internal and external stakeholders along the patient journey
• Provide information on market landscape, customer feedback, and process improvements to the Case Management Supervisor and Head of Call Center
• Collaborate with PSS Field Teams to ensure seamless communication and handoffs
• Coordinate services among the patient‚Äôs care team to align with provider orders
• Maintain high performance and quality across all interactions

Qualifications

• Bachelor‚Äôs degree required; Master‚Äôs degree preferred
• Background in Social Work, Counseling, Pharmacy, Nursing, and/or Office Practice Management
• 1+ years experience in patient services and/or healthcare industry
• Active knowledge of oncology product reimbursement (Medicare, Medicaid, commercial insurance) and prior authorization submissions/appeals
• Understanding of private and government payer landscape
• Critical thinking to solve access challenges
• Emotional intelligence and empathetic listening
• Excellent written and verbal communication
• Proficient in CRM platforms (e.g., Salesforce)
• Ability to work in a fast-paced environment, multi-task, and self-prioritize
• Customer and conflict resolution skills (preferred)
• Works well with team members
• Bi-lingual Spanish speaking (preferred)

Skills

• Empathetic listening
• Case management
• Insurance navigation and prior authorizations
• Financial assistance assessment
• Communication and collaboration
• CRM proficiency

Education

• Bachelor‚Äôs degree required; Master‚Äôs degree preferred

Additional Requirements

• Location: United States (salary band listed; specifics vary by location)
• Bi-lingual Spanish (preferred)