Customer Service Care Coordinator

  • location: Lexington, MA
  • type: Temporary
  • salary: $22 - $23 per hour
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job description

Customer Service Care Coordinator

Customer Service Care Coordinator at Global Biotech/Pharma Lexington, MA
Contract: 6 months

Responsibilities:
Works in a highly visible, strong team environment to provide exceptional Customer Service on all levels. Specifically, manage incoming calls and faxes (patients, medical professionals), interpreting their specific needs and providing friendly, professional and well-informed answers to their questions as well as referring them to the appropriate parties when necessary. Will work with Case Managers to ensure all steps are completed to continue therapy. Maintain relationship with sites of care to ensure ongoing compliance with therapy. Work towards understanding reimbursement for pharmacy and medical benefits of HGT products.

Responsibilities:
Liaison with physicians and sites of care
Work with specialty pharmacy partners, insurance companies and nursing agencies
Work with Regional Business Managers, Patient Access Managers and Case Management team

Ability to problem solve complex scenarios with customers and recommend solutions
--Ability to maintain composure and remain professional during difficult calls
--Ability to assist with handling difficult calls and resolve therapy hurdles
--Communicate with patients, caregivers and MD offices in a clear, accurate and sensitive manner
--Navigate healthcare reimbursement landscape to secure coverage for HGT products

Working hours: 8:00 AM - 5:00 PM

Skills:
Experience & Knowledge:
-Provide ongoing persistency and compliance support by making regular calls to patient/families and work with case managers on monthly initiatives to create an interaction with the patient population for specific reasons
-Maintain all faxes that arrive at the OnePath fax number, enter all new cases and assign to appropriate parties
-Responsible for first tier of phone queue for all incoming phone calls to the OnePath Phone Queue and direct callers to the appropriate parties
-Answer patient and medical office inquiries and resolve customer problems
-Responsible for entering all new referrals into the CRM system
-Interaction with field sales team to ensure customer problem resolution
-As needed file AE and PC as they are reported
-Works closely with case managers to ensure that patient/family maintain access to therapy
-Responsible for daily interaction and maintaining strong relationships with Specialty Pharmacy partners
-Responsible for maintaining case history for all assigned patients in the CRM system and are capturing all relevant data correctly in CRM

Education:
Bachelors

Experience:
Experienced

Qualifications:
Responsible for compliance calls to physicians office staff responsible for placing product orders (pharmacists, nurses etc.) to ensure timely ordering and delivery of product for scheduled infusions
Learn major medical and pharmacy reimbursement for products
Understand all of OnePaths services and be able to explain them to callers
Offer case management coverage when needed
Ability to problem solve complex scenarios with customers and recommend solutions
Ability to maintain composure and remain professional during difficult calls
Ability to assist with handling difficult calls and resolve therapy hurdles
Communicate with patients, caregivers and MD offices in a clear, accurate and sensitive manner
Navigate healthcare reimbursement landscape to secure coverage for Takeda HGT??s products
BA/BS in the life sciences or communications preferred
3 -5 years of customer service experience preferred


Please contact lauri.marsanne@randstadusa.com
Phone:475-549-8806

Randstad is a world leader in matching great people with great companies. Our experienced agents will listen carefully to your employment needs and then work diligently to match your skills and qualifications to the right job and company. Whether you're looking for temporary, temporary-to-permanent or permanent opportunities, no one works harder for you than Randstad. EEO Employer: Race, Religion, Color, National Origin, Citizenship, Sex, Sexual Orientation, Gender Identity, Age, Disability, Ancestry, Veteran Status, Genetic Information, Service in the Uniformed Services or any other classification protected by law.

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