Manager

• Primary point of contact and case manager for client and customer needs, inquiries and escalations
• Coordinate all patient and relevant HCP-related support and access services across functions (patient journey calls, benefits verification, prior authorization and appeals, triage to specialty pharmacy, follow ups)
• Maintain clear, concise, and accurate documentation on all accounts according to Standard Operating Procedures
• Conduct initial welcome calls to patients and provide ongoing targeted outreach and support
• Maintain frequent touchpoints with providers and patients to communicate progress
• Work independently to complete program enrollment, answer inquiries, and coordinate access to free 14-Day Supply Program
• Apply defined business rules to qualify patients for manufacturer supported programs
• Provide support, education, and status updates to regionally aligned field teams, HCP offices, and patients
• Process PAP requests and PAP re-approval verification for continued eligibility
• Refer patients to third-party or foundation programs per business rules
• Identify and document adverse events, product complaints, and LTC cases and triage appropriately
• Manage assigned territory, prioritize workload, and make decisions for timely case resolution
• Collaborate with field teams on account progression and case recovery efforts
• Coordinate with manufacturer representatives, HCP offices and other personnel on complex cases requiring strategic intervention
• Maintain frequent phone/email contact with internal operational staff and utilize outbound faxes, email alerts, and mailings per program guidelines
• Demonstrate strong compliance mindset and understanding of patient privacy laws
• Provide concierge-level service to internal and external customers and escalate appropriately
• Flexible schedule may be required; shifts between 8:00AM and 8:00PM EST, Monday through Friday
• Other duties as assigned

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