Customer Care Coordinator

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

Customer Care Coordinator

A Global Biotech/Pharma located in Lexington, MA is seeking a Customer Care Coordinator to join their team.
Contract:6 Months with possible extension

Primary Role:
Works in a highly visible, strong team environment to provide exceptional Customer Service on all levels. Specifically, listen to and counsel patients and medical professionals, interpreting their specific needs and providing friendly, professional and well-informed answers to their questions. Cuwtomer Care Coordinators will work with patients, physician offices, partners and insurance companies to case manage all steps required to gain access to therapy. Maintain relationship with patients and physicians to ensure ongoing compliance with therapy.

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

- 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
- Work with Specialty Pharmacy HUB to conduct benefit investigations with insurance companies as required.
- Counsel patient/family on reimbursement options
- Manage patient transition to different therapies. Work with nurses to provide injection 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's, 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 Customer Service Case Managers
?? Attend scheduled patient Ambassador meetings and represent Biotech/Pharma HGT at industry conferences
?? Travel to sales meetings and medical offices as necessary

Education & Experience Requirements:
?? BA/BS in the life sciences or communications preferred
?? 3 -5 years of prior case management experience preferred

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