About Heritage Biologics

Heritage Biologics is a home-infusion specialty pharmacy that specializes in the treatment of rare and chronic diseases. Unsatisfied with their own experiences and failures as rare-disease patients, the founders understood that the only way to achieve higher outcomes and a better quality of life is through patient-centric care. Heritage Biologics developed the world’s first pharmacy patient experience program (Pharmacy Patient Experience – RxPx), designed to ensure accountable performance-driven care. Based in the Kansas City metropolitan area, Heritage Biologics is dual accredited and licensed in all 50 states.

Vision: Trailblazing a patient-centered healthcare experience that improves lives.

Mission: To empower healthcare stakeholders with preeminent patient-centered infusion & specialty pharmacy services.

Patient Experience Coordinator Job Description

The Patient Experience Coordinator (Navigator) will report directly to the Director of Patient Experience. The Patient Experience Navigator supports the Director of Patient Experience in all patient experience coordination across Heritage Biologics entities. The Patient Experience Navigator advocates and supports the needs of our patients. They will work closely with each patient to promote a positive healthcare experience by identifying each patient's individual needs and providing the resources and support to promote positive health outcomes. They will develop strong relationships with each and every patient by actively participating in outstanding customer service and accepting responsibility for maintaining relationships that are equally respectful to all. In this role, they will have access to Protected Health Information (PHI) and Electronic Protected Health Information (EPHI).

Job Responsibilities and Essential Functions

• Evaluating each patient and their therapy to determine eligibility for manufacturer copay assistance programs. Educating patients on the benefits of these programs and, with permission, helping to enroll/ re-enroll patients in these programs.
• Working closely with the Patient Services, Nursing, and Pharmacy Team to ensure each patient gets excellent support on all fronts, including, but not limited to, co-pay assistance, foundation assistance, medication-specific literature and training, and additional manufacturer products.
• Working with the Patient Experience team to determine the individual needs of all patients and frequency of patient experience contact. Scheduling initial and follow-up Patient Experience calls, as appropriate per therapy type and patient. Including working with the pharmacy team for combined Patient Experience calls.
• Communicating effectively across departments regarding the needs of each patient and any pertinent patient concerns that have been identified, including collaborating with all departments to ensure the patient receives excellent support.
• Coordinating and arranging patients' physical, social, emotional, and support service needs.
• Coordinating communication between patients/families and the healthcare team to expedite the best outcomes for the patient.
• Actively strive to meet the requirements of the Therapeutic Management Program (TMP), by completing Rare Voice Surveys and QOL (as appropriate) for all patients enrolled in our program.
• Working closely with the Patient Services, Nursing, and Pharmacy Teams to track and help manage the outstanding documents (admissions paperwork, annual AOBs, and delivery tickets). This includes reviewing outstanding documents regularly and discussing with the patient the best method to receive completed documents. Preparing electronic documents to be sent for signature as appropriate.
• Updating resource databases for manufacturer assistance programs, foundations, and scholarships available. Working with the Compliance department to approve all programs, foundations, and scholarships recommended to patients.
• Keeping patients safe by following safety policies, procedures, and regulations.
• Protecting the organization's reputation by keeping information confidential.
• Updating job knowledge by participating in educational opportunities, reading professional publications, and maintaining personal networks.
• Enhancing the organization's reputation by accepting ownership for accomplishing new and different requests and exploring opportunities to add value to job accomplishments.

Required Qualifications

• Associate’s degree OR three to five years of experience in a healthcare structure.
• Experience with team coordination, administration of tasks, and meeting organization deadlines.
• Excellent judgment and interpersonal skills, including written and verbal communication skills to effectively communicate with all levels of executives, employees, and other contacts and, most importantly, patients.
• Ability to learn and locate any form of patient assistance, i.e., Co-pay programs, support groups, patient advocates, etc.
• Proficiency in using Microsoft Word, Excel, and Outlook software programs.
• Ability to stay organized and effectively work independently to manage multiple priorities while meeting all commitments on time. Including the ability to receive leadership direction to complete tasks and effectively collaborate with cross-functional teams, external parties, employees, physicians, and patients.
• Excellent and effective communication skills, both verbally and in writing

Physical Requirements and Screenings

The physical demands described here represent those that an employee must meet to perform the essential functions of this job successfully. Reasonable accommodations may be made to enable individuals with disabilities to perform these functions.

• Physical Demands: The physical demands described here are representative of those that must be met by an employee to perform the essential functions of this job successfully. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• This role requires physical presence at our Lee's Summit, Missouri location, with the expectation that the employee will be on-site during regular business hours.
• Must be able to lift and carry 20 pounds.
• While performing the duties of this job, the employee is regularly required to sit and talk or hear.
• The employee is frequently required to stand, walk, use hands or fingers to handle, or feel and reach with hands and arms.
• Specific vision abilities required by this job include close vision and ability to adjust focus.
• Language Skills: Ability to read, analyze, and technical journals, system application manuals, basic financial reports, and basic legal documents.
• Mathematical skills: Ability to solve simple math problems and analyze numbers related to necessary job functions.
• Reasoning Ability: Define problems, collect data, establish facts, and draw valid conclusions.
• Additional skills required: Multi-tasking, Listening, Teamwork, People Skills, Documentation Skills, PC Proficiency, Organization, Customer Service, Creating a Safe and Effective Environment.

Travel and Work Location

• In-office during business hours to allow for the highest level of collaboration with other departments

Job Type: Full-time

Pay: From $50,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• Monday to Friday

Work setting:

• In-person

Experience:

• Customer service: 1 year (Preferred)
• Microsoft Word: 1 year (Preferred)

Ability to Commute:

• Lees Summit, MO 64086 (Required)

Ability to Relocate:

• Lees Summit, MO 64086: Relocate before starting work (Required)

Work Location: In person