Patient Support Manger (PSM)

Hybrid- Remote w / a couple of days in the office

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.

PSM’s 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.

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’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 Patient Support Managers

May attend patient meetings and represent Takeda at industry conferences

Travel to sales meetings and medical offices as necessary

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.

Ability to multi task, problem solve and work independently

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

Individual must possess and portray strong emotional resilience

Individual must possess extraordinary positive attitude, exceptional listening skills, and strong verbal and

written communication skills

Ability to handle sensitive information

Ability to problem solve complex reimbursement scenarios and recommend solutions

Ability to maintain composure and remain professional during difficult patient or medical calls

Education :

BA / BS in the life sciences or communications preferred

years of prior case management experience preferred

EEO :