Patient Support Navigator

EVERSANA; Deutschland; Hybrid; EUR 42.000 - 62.000; Vollzeit

Zusammenfassung

EVERSANA in Germany is seeking a Patient Support Navigator to be the frontline liaison for patients and caregivers throughout their treatment journey. You will provide patient-centered support and act as the bridge between patients, caregivers, certified treatment centers, medical professionals, and internal teams.

The role emphasizes inbound/outbound call handling, data intake, enrollment processing, and adherence to compliance standards, while delivering compassionate guidance and timely

Qualifikationen

• Bachelors degree or 5 years in healthcare practice management or patient services.
• Strong IT skills with MS Word, Excel and PowerPoint.

Aufgaben

• Handle inbound and outbound calls from patients, caregivers and providers.
• Enter patient data and process enrollments within set timelines.
• Coordinate with treatment centers and payers to resolve issues.
• Ensure HIPAA-compliant handling of patient information.

Kenntnisse

Excellent communication

Multitasking

Customer service

Healthcare experience

Ausbildung

Bachelors Degree

5 years healthcare experience

Tools

Microsoft Word

Excel

PowerPoint

Jobbeschreibung

Company Description

At EVERSANA, we are proud to be certified as a Great Place to Work across the globe. We’re fueled by our vision to create a healthier world. How? Our global team of more than 7,000 employees is committed to creating and delivering next-generation commercialization services to the life sciences industry. We are grounded in our cultural beliefs and serve more than 650 clients ranging from innovative biotech start-ups to established pharmaceutical companies. Our products, services and solutions help bring innovative therapies to market and support the patients who depend on them. Our jobs, skills and talents are unique, but together we make an impact every day. Join us!

Across our growing organization, we embrace diversity in backgrounds and experiences. Improving patient lives around the world is a priority, and we need people from all backgrounds and swaths of life to help build the future of the healthcare and the life sciences industry. We believe our people make all the difference in cultivating an inclusive culture that embraces our cultural beliefs. We are deliberate and self-reflective about the kind of team and culture we are building. We look for team members that are not only strong in their own aptitudes but also who care deeply about EVERSANA, our people, clients and most importantly, the patients we serve. We are EVERSANA.

Job Description

THE POSITION:

The Patient Support Navigator (PSN) is a vital part of the front-line patient and caregiver support. The PSN acts as the compass for patients throughout their journey and supports this complex process. The PSN provides patient-centered support, acts as liaison between patients, caregivers, certified treatment centers, medical professionals, and internal and external matrix partners.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Our employees are tasked with delivering excellent business results through the efforts of their teams. These results are achieved by:

Inbound Call Handling– Intermittent inbound calls throughout shift which can fluctuate with volume.

Outbound Call Handling– Intermittent outbound calls throughout shift to patients, providers, vendors, etc.

Data Intake– Enter patient related data by end of business shift preferably after each patient interaction.

Processing– Process patient enrollments according to business rules of program. Targeted performance of completion within 8 hours of receipt.

Customer Experience Score– PSNs are expected to meet and maintain a minimum call and case quality score of 90%

• Assist patients/caregivers as appropriate within the teamguidelines to function as a patient advocate, educator, and single point of contact for patients, caregivers, and certified centers.
• Field incoming phone calls from patients, caregivers, certified centers, and providers; triage calls and route to the appropriate team for further action if applicable
• Provide scripted information on how patients can access reliable sources of information through various resources available on the teamwebsite.
• Assess patient’s needs upon initial team welcome call and through navigation, matching the patient’s needs with appropriate resources and support within program offerings.
• Provide newly registered patients with a welcome call including patient support materials and resources.
• Adhere to all appropriate compliance standards outlined in business rules, policies, and SOPs.
• Assess patient barriers toaccess such as finances, housing, food, and transportation; refer patients to aligned resources within program service offerings.
• Manage patient referral process from physician to certified treatment center through the Referral Portal/Consult Portal.
• Identify patients closest authorized treatment center and assist in scheduling consultation.
• Conduct patient follow-up calls throughout their treatment journey and posttreatment while ensuring that case notes are up to date and accurate.
• Receive incoming data related to patient support programs such as enrollment forms, travel & lodging applications, copay applications, insurance cards for benefits investigations for review, save related documents within the patient database, triage, and route data to the appropriate department or team member as applicable.
• Conduct benefit investigation and prior authorization with payers.
• Provide strategic communication and timely updates while partnering with all team members to ensure patients are served in an appropriate manner.
• Serve as a primary point of contact for all treatment centers and team members within your designated region(s).
• Participate and support multiple ongoing department projects.
• Ensure patient centered excellence in supporting all internal and external stakeholders involved in the patient journey.
• Other tasks and projects as assigned including but not limited to client inquiries, exceptions, management mailbox, reconciliation reports, and workforce functions.
• All other duties as assigned.

Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of this position.

EXPECTATIONS OF THE JOB:

Job Duties

• Learn, understand, and follow all company and client policies and procedures.
• Accept being accountable and responsible in work practices and expectations. Delivers what is promised.
• Foster a collaborative, team-oriented attitude. Communicates effectively with others with clarity and transparency.
• Use innovative critical and creative thinking to evaluate and solve work and customer issues.
• Seek assistance in solving work problems through collaboration and information seeking.

Personal Accountability

• Attendance – Excellent attendance is a key success driver for this role
• Compliance Wire Online Training – at least 95% on-time completion
• Professional, positive, ethical, and responsible behavior
• Collaboration, proactive, and effective communication
• Ability to self-manage, multitask and problem solve
• Proficient computer skills
• Demonstrate cultural beliefs
• Agents who regularly perform at or above the targeted performance levels will be eligible for remote work opportunities with the following considerations
  • Supervisor approval
  • Proof of HIPAA compliant workspace
  • Proof of secure internet connectivity with sufficient bandwidth to successfully conduct the role activities
  • Maintain in office performance & quality levels and schedule adherence

The above list reflects the general details necessary to describe the expectations of the position and is not to be construed as the only expectations that may be assigned for the position.

An individual in this position must be able to successfully perform the expectations listed above.

Qualifications

MINIMUM KNOWLEDGE, SKILLS AND ABILITIES:

The requirements listed below are representative of the experience, education, knowledge, skill and/or abilities required.

• EducationBachelor’s Degree and/or 5 years’ experience in healthcare practice management or patient services setting.
• Technology/EquipmentStrong computer skills with a working knowledge of Microsoft Word, Excel, and PowerPoint. Ability to learn other systems as needed.
• Soft SkillsExcellent oral, written, and interpersonal communication skills. Ability to multi-task. Ability to work independently, have personal accountability, function as a team player, and to collaborate with others. Ability to work in a fast paced, metric driven environment, while remaining patient minded. Strong customer service skills. Ability to adapt to EVERSANA’s cultural beliefs.

PREFERRED QUALIFICATIONS:

• ExperiencePatient support and access with call center experience. Patient assistance, reimbursement and/or oncology experience. Medical coding, insurance coverage, policy, and payment experience strongly preferred.

PHYSICAL/MENTAL DEMANDS AND WORKING ENVIRONMENT:

The physical and mental requirements along with the work environment characteristics described here are representative of those individual encounters while performing the essential functions of this position.

Office:While performing the essential functions of this job the employee is frequently required to reach, grasp, stand and/or sit for long periods of time (up to 90% of the shift), walk, talk and hear; occasionally required to lift and/or move up to 25 pounds. This job operates in a professional office and/or remote work environment. This role routinely uses standard office equipment. The noise level in the work environment is usually moderately quiet, with frequent interruptions and multiple demands.

This role requires mental alertness. The employee must regularly communicate both verbally and written; concentrate on tasks; and remember and observe details. The employee must frequently adjust to changes; handle stress and emotions; and think analytically.

Additional Information

OUR CULTURAL BELIEFS:

Patient Minded I act with the patient’s best interest in mind.

Client Delight I own every client experience and its impact on results.

Take Action I am empowered and empower others to act now.

Grow Talent I own my development and invest in the development of others.

Win Together I passionately connect with anyone, anywhere, anytime to achieve results.

Communication Matters I speak up to create transparent, thoughtful and timely dialogue.

Embrace Diversity I create an environment of awareness and respect.

Always InnovateI am bold and creative in everything I do.

EVERSANA is committed to providing competitive salaries and benefits for all employees. If this job posting includes a base salary range, itrepresentsthe low and high end of the salary range for this position and is not applicable to locations outside of theU.S.Compensation will bedeterminedbased on relevant experience, other job-related qualifications/skills, and geographic location (to account for comparative cost of living). This role is eligible for hire in select U.S. locations based on business and operational considerations. For a full list of locations, visit eversana.com/careers.More information about EVERSANA’s benefits package can be found at eversana.com/careers. EVERSANA reserves the right tomodifythis base salary rangeand benefitsat any time.

From EVERSANA’s inception, Diversity, Equity & Inclusion have always been key to our success. We are an Equal Opportunity Employer, and our employees are people with different strengths, experiences, and backgrounds who share a passion for improving the lives of patients and leading innovation within the healthcare industry. Diversity not only includes race and gender identity, but also age, disability status, veteran status, sexual orientation, religion, and many other parts of one’s identity. All of our employees’ points of view are key to our success, and inclusion is everyone's responsibility.

Consistent with the Americans with Disabilities Act (ADA) and applicable state and local laws, it is the policy of EVERSANA to provide reasonable accommodation when requested by a qualified applicant or candidate with a disability, unless such accommodation would cause an undue hardship for EVERSANA. The policy regarding requests for reasonable accommodations applies to all aspects of the hiring process. If reasonable accommodation is needed to participate in the interview and hiring process, please contact us at [emailprotected].

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