Inizio Engage

Customer Support

• Triage incoming telephone calls from clients efficiently and with a high degree of professionalism and excellent customer service.
• Triage and respond to electronic inquiries efficiently and in accordance with client guidelines.
• Maintain excellent quality standards across all client programs; follow scripts and program guidelines.
• Accurately collect information required by various programs and correctly enter it into program-specific databases; thoroughly and accurately document and/or triage all electronic and telephone inquiries.
• Process or triage adverse events and product quality complaints in accordance with Inizio, client, and regulatory guidelines.
• Demonstrate strong communication and telephone-management skills.
• Speak with callers empathetically and help them understand terminology when applicable.
• Possess and use effective organizational and time-management skills to handle client interactions.
• Navigate multiple databases simultaneously and efficiently.
• Adhere to all company policies and standard operating procedures.
• Be flexible within the department to maximize utilization, including performing administrative and non-telephony tasks as needed.
• Protect patient privacy and confidentiality by following the guidelines set out in HIPAA (Health Insurance Portability and Accountability Act) privacy and security rules.

Bilingual Customer Care Coordinator

Account Executive

• Driving demand through clinical selling and education to targeted Physicians
• Establish, maintain and develop strong relationships with HCPs (includes physicians, Nurses, NP, PA, MA, etc.)
• Deliver sales messaging, patient and product information to targeted HCP offices
• Achieve or exceed activity targets as set by the company
• Complete administrative items daily
• Comply with all Boehringer Ingelheim Pharmaceuticals and Inizio policies, including compliance and ethics requirements, and trainings
• Effective time management and coordination of: Routing plans, Daily/weekly call activities
• Demonstrate persistence towards accomplishing defined sales objectives
• Must have a dependable automobile with insurance coverage in compliance with company guidelines.
• Collaborate with geographic partners

Pharmaceutical Field Sales Representative

• Demonstrate deep marketplace, therapeutic, product and disease expertise based on thorough understanding of rigorous scientific principles and data, including mechanism of action, indication, efficacy, safety, etc.
• Understand and apply knowledge of health care industry, trends, applicable laws and regulations, and market conditions.
• Build and maintain strong professional relationships with physicians/HCPs office staff and others in the patient care continuum.
• Foster team effectiveness and accomplishment of shared goals by providing knowledge, experience, and information.
• Demonstrate advanced ability to ask strategic, insightful questions to obtain information on customer needs from all stakeholders in accounts, using the insights to position current promoted brands and collaborate with customers on a customized strategy.

Ophthalmology Sales Representative

• Demonstrate deep knowledge of rare disease marketplace, therapeutic landscape, and product (including mechanism of action, indication, efficacy, safety, etc.), to deliver clear, concise and accurate communication of PRC-approved content to target audiences.
• Understand and apply knowledge of healthcare industry, trends, applicable laws and regulations, and market conditions.
• Analyze these factors in the development of business plans and in daily execution of interactions within compliance guidelines.
• Build and maintain strong professional relationships with physicians/HCPs, office staff, and others in the patient care continuum.
• Demonstrate ability to ask strategic, insightful questions to obtain information on customer needs from all stakeholders in accounts, using the insights to help offices identify appropriate patients.
• Demonstrate strong account management skills (e.g. account planning, field resource coordination, customer education, promotion, reporting).
• Demonstrate effectiveness in working independently and in team environments.
• Foster team collaboration toward accomplishment of shared goals by providing knowledge, experience, and information.
• Communicate effectively with a cross-functional team on progress and best practices.
• Verify and complete required CRM data entry including details of the target’s responses, notes and any follow-through actions in accordance with policies and procedures set by the client.
• Conduct in-service meetings with HCPs to educate on company’s product and disease state, including the provision of meals to HCPs and accurately capture all HCP meal information in accordance with company policies and training.
• Organize, facilitate and manage speaker programs, obtain required approvals for sponsorships and exhibit booths, and attend conferences in accordance with company policies and training.
• Manage daily sales call activities to optimize time and maximize the achievement of sales objectives.
• Comply with all pertinent company policies and training.

Rare Disease Pharmaceutical Sales Representative

• Target and develop new account opportunities while supporting and growing targeted casting installed base within the territory
• Attain monthly/quarterly/yearly sales objectives
• Utilize and maintain defined sales analytics through applicable CRM platform
• Develop a formal business plan at the beginning of each fiscal year to be followed by subsequent monthly and quarterly territory reports aimed at achieving territory sales goals
• Identify product improvement opportunities for sales, marketing, and product development teams
• Maintain high level of technical, Integra/competitive product, and disease state knowledge
• Provide in-service programs to targeted accounts, which will include case coverage in the wound clinics
• Submit weekly and monthly reports as defined by sales management
• Operate within defined budgets and strictly with in accordance with policies and procedures
• Strictly adhere to the policies and procedures within the Advamed Code of Conduct and the Sunshine Act
• Execute sales strategies in compliance with Federal Healthcare Program requirements, FDA’s promotional regulations, and Client policy.
• Must safeguard patient privacy and confidentiality by following the guidelines set forth in the Privacy and Security Rules of the Health Insurance Portability and Accountability Act (HIPAA).
• Perform sales administrative duties in a timely manner and as defined by management

Medical Sales Representative

Manager

• Responsible for serving as a territory business owner
• Educate high-opportunity prospect HCPs on the disease state, risk assessment, and the medication to support patient identification
• Coordinate with the rest of the sales team to share information and develop strategies
• Demonstrate passion and compassion for the treatment of patients with the disease state with the goal of helping them overcome challenges faced with existing therapies
• Demonstrate deep marketplace, therapeutic, product and disease expertise based on thorough understanding of rigorous scientific principles and data, including mechanism of action, indications, efficacy, safety, etc.
• Understand and apply knowledge of health care industry, trends, applicable laws and regulations, market conditions, and the market access environment
• Analyze these factors in the development of business plans and in daily execution of interactions with the HCPs within compliance guidelines
• Build and maintain strong professional relationships with physicians/HCPs office staff and others in the patient care continuum
• Foster team effectiveness and accomplishment of shared goals by providing knowledge, experience, and information
• Demonstrate advanced ability to ask strategic, insightful questions to obtain information on customer needs from all stakeholders in accounts

Territory Business Manager

• Educate HCPs and appropriate office staff about product specific prior authorization & appeals process, how to access related forms, and high-level information about submission procedures and reauthorization requirements.
• Work with in-network Specialty Pharmacies on cases where the patient has provided consent.
• Educate HCPs and appropriate office staff on specific referral processes and patient assistance programs.
• Work closely with sales and other matrix partners to identify additional accounts with need for education.
• Utilize approved resources and FAQs to provide education and answer questions as needed.
• Solid understanding of reimbursement issues that work within our core classes of trade: Commercial Managed Care (Regional Plans) Medicaid (Fee for Service, Managed Care Organizations) Medicare (Part A, B, C, D; Carriers) Veteran’s Administration (VISNs) TRICARE Regional Offices Specialty Pharmacy & Pharmacy Benefit Managers ACOs and other Integrated Delivery Networks (IDNs) Advocacy, consumer, provider and treatment systems groups.
• Document interaction details within CRM with attention to data integrity to ensure compliance with program policies and business rules.
• Maintain confidentiality of Patient Health Information (PHI) and act in compliance with all laws, regulations, and company policies.
• Adhere to all Inizio and client policies, procedures, business rules, and call guides, as well as applicable laws.

Field Reimbursement Manager

• Engage healthcare providers and appropriate office staff to educate on access to prescribed treatments within the specialty pharmacy and HUB channel, including addressing questions about initial access, insurance approval and reauthorizations pertaining to the initiation of product.
• Educate HCP office staff about prior authorization & appeals process, how to access related forms, and high-level information about submission procedures and reauthorization requirements.
• Work compliantly and proactively to identify and resolve patient access and reimbursement issues, within assigned geography.
• Assigned geography may be adjusted based on zone and national volume.
• Provide appropriate factual process information to HCP office utilizing Personal Health Information (PHI), with appropriate patient consent.
• Serve as reimbursement expert for patient support services team for assigned geography/plans.
• Utilize approved resources and call guides/FAQs to provide education and answer questions as needed.
• Conduct ongoing payer policy reviews and contribute local, regional and national policy insights to Field Access Managers and client leadership.
• Virtually manage assigned accounts and align with Field Access and Reimbursement team, sales teams as well as specialty pharmacy and HUB team on ongoing support needs.
• Document call details with attention to data integrity to ensure compliance with program policies and business rules.
• Navigate CRM platform in daily interactions and learn internal team processes (when available).
• Maintain confidentiality of Patient Health Information (PHI) and act in compliance with all laws, regulations, and company policies.
• Triage appropriate escalations to the Field Access Manager team in accordance with the program design and business rules.
• Comply, take, and attend all required training.
• Adhere to all Inizio and client policies, procedures, business rules, and call guides, as well as applicable laws.

Access and Reimbursement Manager

• Provide P1 support to physicians about COVID-19 risk factors, disease progression, and treatment options
• Educating identified targets to ensure customer preparedness on patient identification
• Build working relationships with customers through regular calls and ongoing contact
• Ensure close collaboration with customer-facing colleagues to align goals and efforts
• Understand the customer and market landscape within assigned geographies and assess business
• Operate in a team environment that encourages ideas
• HCP engagement involves probing, answering questions, and maintaining an expert understanding of the product
• Understand and use only approved promotional materials to support the marketing message
• Maintain knowledge of related disease state and market dynamics
• Implement strategic call plans to exceed goals
• Exhibit territory knowledge through customer analysis
• Collaborate with colleagues to prioritize opportunities
• Guide retail pharmacy customer interface at the local level
• Complete all call reporting and inventory recording responsibilities
• Balance study and certification time during off-territory hours
• Prepare for and participate in required sales conferences and training classes
• Complete all required Compliance training within timelines set by the client

• Demonstrate deep marketplace, therapeutic, product and disease expertise based on thorough understanding of rigorous scientific principles and data, including mechanism of action, indication, efficacy, safety, etc.
• Understand and apply knowledge of health care industry, trends, applicable laws and regulations, and market conditions, and analyze these factors in the development of business plans and in daily execution of interactions within compliance guidelines.
• Build and maintain strong professional relationships with physicians/ HCPs office staff and others in the patient care continuum.
• Foster team effectiveness and accomplishment of shared goals by providing knowledge, experience, and information.
• Demonstrate advanced ability to ask strategic, insightful questions to obtain information on customer needs from all stakeholders in accounts, using the insights to position current promoted brands and collaborate with customers on a customized strategy.

Data Analyst

• Support market research by delivering analyses, creating accessible visualizations, and identifying trends and correlations between different beliefs and perceptions among HCPs, patients, and payers
• Support other analytical needs across the business by meeting with internal stakeholders, gathering requirements, designing and executing analyses to provide strategic insights, and presenting those findings
• Provide research and analysis, including benchmark, marketing, and cost-benefit analysis in support of the recommendations
• Participate in client engagements and presentation to help understand client needs, develop / align strategies and plan their implementation
• Develop project deliverables in PowerPoint, MS Word, MS Excel, Visio and other tools as needed
• Develop objectives and project schedules for area of responsibility and ensure that they are met in a timely and cost-effective manner; take corrective action to the project schedule when necessary
• Support other internal Nuvera and PURE initiatives such as recruiting, marketing, knowledge management, and best practice improvement

• Engage healthcare providers and appropriate office staff to educate on access to prescribed treatments within the specialty pharmacy channel, including addressing questions about initial access, insurance approval and reauthorizations pertaining to the initiation of product.
• Educate HCP office staff about prior authorization & appeals process, how to access related forms, and high-level information about submission procedures and reauthorization requirements.
• Work compliantly and proactively to identify and resolve patient access and reimbursement issues, within assigned geography.
• Provide appropriate factual process information to HCP office utilizing Personal Health Information (PHI), with appropriate patient consent.
• Serve as reimbursement expert for patient support services team for assigned geography/plans.
• Utilize approved resources and call guides/FAQs to provide education and answer questions as needed.
• Conduct ongoing payer policy reviews and contribute local, regional and national policy insights to Field Access Managers and client leadership.
• Virtually manage assigned accounts and align with FAM team on ongoing support needs.
• Document call details with attention to data integrity to ensure compliance with program policies and business rules.
• Navigate CRM platform in daily interactions and learn internal team processes.
• Maintain confidentiality of Patient Health Information (PHI) and act in compliance with all laws, regulations, and company policies.
• Triage appropriate escalations to the Field Access Manager team in accordance with the program design and business rules.
• Comply, take, and attend all required training.
• Adhere to all Inizio and client policies, procedures, business rules, and call guides, as well as applicable laws.

Access Manager

Call Center Representative

• Maintain excellent quality and productivity standards for all client projects; adhere to project scripts and guidelines.
• Manage day to day activities of patient and health care provider support requests and deliverables across multiple communication channels in a Contact Center i.e. Phone, Fax, Chat, email, etc. approximately 50 percent of time
• Ensure all support requested is captured within the Case Management system
• Serve as subject matter expert for program team responding to questions in a timely manner
• Conduct quality call monitoring for program team as directed by program leadership
• Escalate issues identified by self or project team to appropriate program leadership
• Ensure timely processing and resolution of cases meeting productivity and quality requirements
• Escalate complex cases, when appropriate
• Coordinate all appropriate aspects of patient case management through to completion, using effective interpersonal skills to manage interactions
• Educate Health Care Providers and patients on available on Patient Support programs and referral process to ensure timely case processing
• Communicate effectively with payers, pharmacies, third party administrators and other departments
• Perform in-depth research into patient's medication coverage (may include benefit investigation/prior authorization/appeals and available support programs)
• Conduct Quality Monitoring
• Follow all requirements associated with compliance to program guidelines and relevant regulations, including HIPPA and patient privacy.

Contact Center Patient Access Specialist

Sales

• Develop new accounts and the growth of existing accounts through solid customer relationships, communication of technical product and disease state information, and effective territory management skills.
• Build and maintain strong professional relationships with physicians, HCPs, office staff, and other key stakeholders within hospital setting
• Implement key marketing programs to increase the market share of key promoted products.
• Implement our client’s patient-focused hospital selling model with effective opening, probing, listening, and closing skills on customer calls.
• Maintain proper call frequency with assigned targets and update as needed to ensure time is aligned with a current product focus
• Develop and implement territory business plans consistent with corporate direction designed to achieve/exceed territory sales targets.
• Appropriate knowledge of product features and benefits, competitive products and programs and distribution channels.
• Use appropriate resources to create a compelling and logical rationale for the value of promoted products during informed discussions with customers, knowing how to compare, contrast, and position client’s brand(s) versus competitor products.
• Review and evaluate patterns for products purchased and prescribed (outpatient vs in-patient infusion, as part of hospital contract, etc.).
• Comprehend complex account interdependencies to proactively develop and execute short- and long-term account plans in collaboration with the account team and supervisor.
• Ensure a consistent customer experience by effectively communicating and collaborating with Associate Sales Director, Hospital Accounts, Corporate Account Managers, Field Reimbursement Managers, Medical Science Liaison, and more.
• Outstanding in all competency areas (Account Management; External Market Focus; 1:1 Customer Interactions, Clinical Expertise, Business Acumen)

Rare Disease Sales Specialist

• Demonstrate deep marketplace, therapeutic, product and disease expertise based on a thorough understanding of scientific principles and clinical data, including mechanism of action, indications, efficacy, safety, etc.
• Understand and apply knowledge of the healthcare industry, market trends, regulations, and the neurology market access environment—including payer landscape, reimbursement processes, and patient pathways.
• Build and maintain strong professional relationships with physicians, HCPs, office staff, and other key stakeholders.
• Develop and execute territory business plans based on strategic analysis of market conditions and customer needs.
• Collaborate effectively with cross-functional teams to align on goals and deliver results.
• Ask strategic, insightful questions to uncover customer needs and tailor solutions that improve the lives of patients.