Case Manager – Remote (East Coast)

As the only global provider of commercial solutions, IQVIA understands what it takes to deliver nationally and internationally. Our teams help biopharma, medical device and diagnostic companies get their therapies to the people who need them. We help customers gain insight and access to their markets and ultimately demonstrate their product’s value to payers, physicians and patients. A significant part of our business is acting as the company’s sales force to physicians or providing nurses to educate patients or prescribers. With the right experience, you can help deliver medical breakthroughs in the real world.

IQVIA has the world’s largest Commercial Sales & Medical Solutions (CSMS) organization dedicated to the launch and marketing of pharmaceutical and medical products. With a focus on providing talent for field/inside sales, medical device support, clinical support, and medical affairs our CSMS division has 10,000 field professionals in more than 30 countries addressing physician and patient needs.

Case Manager, Patient Support Programs

Job purpose

In a remote capacity, the Case Manager acts as a single point of contact resource and responds to incoming calls and communications within quality standards and specifications for specific pre-established program end users (health care practitioners, patients, etc.). Performs outbound calling as it applies to specific Program requirements. The Case Manager delivers a seamless service and support to Program Participants and their healthcare providers.

Duties and responsibilities

• Works to enroll patients into the Program
• Works to provide participants in the program resources for disease state education
• Collaborates with patients to assist in locating local resources including labs for testing needs
• Calls patients to obtain availability for in-home testing and coordinates a clinician to come to the patient home
• Coordinate appointment rescheduling for in-home services
• Provides testing results to patient’s HCP
• Works in collaboration with assigned health care practitioners (HCPs) and reports to those HCPs on the status of assigned patients
• Retrieves and acts upon voice messages as per established policy.
• Reports Adverse Events or Adverse Drug Reactions within a 24-hour period or as per the manufacturer’s specifications.
• Calls payers to perform Benefits Investigations and send results to provider and/or patient
• Provide Reimbursement Services

Service Excellence and Development

• Respects quality standards and contributes to service excellence.
• Implements continuous quality improvement principles by serving callers in a respectful, courteous, confidential, and caring manner.

Qualifications

• Bachelor’s Degree
• Some related work experience including interacting with patients directly or in medical billing
• Knowledge of computer environments and basic computer programs (Excel, Word and Outlook, MS Teams).
• Strong communication skills
• Excellent telephone etiquette
• Keen eye for accuracy
• Ability to quickly evaluate and respond to an array of inquiries
• Ability to manage ambiguity with a view to issue resolution
• Ability to organize workflow and manage time effectively to meet client and customer deadlines with accurate transaction and process documentation.
• Capacity to work in a team environment and support co-workers.
• Ability to identify opportunities for personal, team and service improvement and recommend workable solutions.
• Willingness to seek opportunities to advance professional development, such as volunteering for special projects or participating as a committee member.