Patient Support Manager

Role Summary

Join Takeda as a Patient Support Manager out of our Lexington, MA office. You will support patients throughout their healthcare journey by providing clear information, solving issues, and coordinating services. You will work with patients, physician offices, partners and insurance companies to case manage all steps required to gain access to therapy, enhancing patient satisfaction and ensuring comprehensive support.

Responsibilities

• Works closely with patient/family to case manage all steps required to gain access to therapy
• Acts as the liaison with medical offices
• Work with Specialty Pharmacy and insurance companies to obtain reimbursement information
• Perform benefit investigations with insurance companies as required
• Counsel patient/family on reimbursement options
• Manage patient transition to Takeda products
• Work with nurses to provide injection/infusion training to patients
• Responsible for maintaining case history for all assigned patients in the CRM system
• Trouble shoot and resolve ongoing reimbursement issues (step edits, insurance changes, PA‚Äôs, etc)
• Partner with Field Regional Business Managers and Patient Access Managers to manage all patient cases within their assigned territories
• Professionally field incoming telephone calls while making a positive impression
• Answer patient and medical office inquiries and resolve customer problems
• Provide ongoing persistency and compliance support by making regular calls to patient/families
• Manage patient assistance requests and work with partners to process applications
• Provide back-up coverage for other Patient Support Managers
• May attend patient meetings and represent Takeda at industry conferences
• Travel to sales meetings and medical offices as necessary

Qualifications

• BA/BS in the life sciences or communications preferred
• 3-5 years of prior case management experience preferred
• Ability to problem solve complex reimbursement scenarios and recommend solutions
• Ability to maintain composure and remain professional during difficult patient or medical calls
• Liaison with patients and families
• Liaison with physicians and sites of care
• Work with specialty pharmacy partners, insurance companies and nursing agencies
• Work with Regional Business Managers, Patient Access Manager and Managed Care/Government Accounts team
• Prior reimbursement experience with ability to communicate complex reimbursement scenarios to patients and medical professionals
• Living our leadership behaviors is a basic expectation for all Takeda employees

Skills

• Problem solving
• Communication with patients, families, and medical professionals
• CRM system proficiency
• Reimbursement navigation
• Coordination with multidisciplinary teams

Education

• BA/BS in the life sciences or communications preferred

Additional Requirements

• 10% Travel