Patient Experience Lead

Paramus, NJ 07652

Posted: 09/11/2019 Industry: Pharma Job Number: 9140 Pay Rate: $95,000 - $100,000/yr. (DH)


This position is a key field-based member of the Market Access Patient Services team responsible for contacting designated accounts and providing case management support to Healthcare Professionals (HCPs) on behalf of patients.


  • Serves as the primary HCP interface for the insurance support, patient starts, and on-going insurance reauthorization live office visits, problem resolution, access support, office staff, education, and patient engagements.

  • Ensure designated offices are securing written HIPAA consent for patients for whom the HCP has decided to prescribe NS065 or future brands.

  • Work with the company s Insurance Support partner and Specialty Pharmacy as the primary point of contact to mitigate insurance approval delays; ensure timely starts.

  • Assist HCP office sin execution and follow-up, as directed, during the authorization and appeal process.

  • Interact with appropriate patients via phone, text and in-person to educate, motivate and empower them during the treatment initiation processes as well as transition them to the company s Nurse Support programs, if applicable.

  • Deliver the company s Patient Services programs that educate HCP s on the total offerings that support NS065 with treatment initiation, affordability solutions and nursing support.

  • Work collaboratively with all appropriate field roles (Sales Manager, National Account Managers, Field Reimbursement Managers) and coordinate with the company s Case Managers to both proactively and reactively ensure patient program success in the field.

  • Build and maintain positive relationships with key customer segments and thought leaders (academic institutions, community hospitals, specialty practices, medical groups, infusion centers) to improve patient access to NS065.

  • Expedite current patient initiation best practices between medical providers; avoid lost opportunities for appropriate patients.

  • Act in accordance with the company s guidelines, practices and requirements.


  • Delivering impactful results.

  • Deep understanding of local, regional, and national insurance authorization policies and barriers to successfully target accounts, navigate patients for approval to start therapy.

  • Knowledgeable in all applicable laws and regulations and maintain high ethical and legal standards aligned with the company s Code of Conduct and other guidance provided.

  • Demonstrated trustful relationships with internal and external stakeholders to accelerate business achievements; encourage and leverage diversity to improve outcomes.

  • Seek new opportunities to create value for patients.

  • Demonstrates curiosity and learns from the experience of success and failure; proactively shares knowledge with others in order to affect continuous improvement.

  • Supports the implementation and acceptance of change across organization.

  • Challenge the alignment of actions/initiatives against the company s strategies, values and sense of purpose.

  • Must be able to work effectively in a multi-cultural, global team environment.

  • Ability to drive and/or fly to meetings and client sites

  • Some overnight travel required 30-50%, depending on geographic assignments.

  • BS, BA required; MBA preferred

  • Case management, patient services, or pharmaceutical access experience a plus.

  • At least 2+ years in a Specialty Pharmaceutical field-based role.

  • At least 1+ years in a role centered on the marketing of services to help patients gain access to and/or use a specialty branded drug.

  • Proven understanding of pharmacy benefit designs, prior authorization processes, and specialty pharmacy treatment pathways.

  • Proven ability to build, maintain and influence effective working relationships with key internal and external stakeholders.

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