Case Manager

Aequor; East Hanover (NJ); Hybrid; USD 25,000 - 48,000; Full time

Job summary

Aequor is seeking a Case Manager in East Hanover, NJ. The role is hybrid/remote, requiring proximity to the East Hanover office for occasional onsite work. You will manage patient cases, coordinate with healthcare teams, and ensure timely documentation and compliance.

The role requires at least 3 years in patient service or related fields, strong communication skills, and proficiency with CRM systems like Salesforce. Training will be provided, with potential for hybrid work arrangements.

Qualifications

• Minimum 3 years of patient service or contact center experience.
• Strong interpersonal and verbal communication with warmth and compassion.
• Excellent written communication and documentation skills.
• Ability to multitask and balance priorities.
• Proficient computer use including email, video conferencing, and data entry.

Responsibilities

• Develop and maintain SME level knowledge of the relevant brand and customer workstreams for the assigned program.
• Learn and utilize protocols to respond to customer inquiries across phone, chat, fax, SMS, mail, and e-mail in a prompt and courteous manner.
• Interact professionally with customers, associates, and external contacts during inbound and outbound calls.
• Manage assigned cases throughout the patient journey; escalate, triage and follow-up as required.
• Navigate insurance and financial assistance related interactions and cases.
• Adhere to call guides, job aides, and work instructions for case processing.
• Meet SLAs, KPIs, productivity, and quality standards.
• Leverage dual monitors and tech tools to support Case Management.
• Document all interactions clearly to inform cross-functional partners.
• Respond promptly to tasks from PSC counterparts; contribute ideas to improve efficiency.
• Identify and report adverse events per established systems.

Skills

Customer service

Communication skills

Multitasking

Computer literacy

Verbal communication

Education

High School Diploma

Associate or BS/BA preferred

Tools

Salesforce

Job description

Job Title: Case Manager
Pay range: *** - ***/Hour based on qualifications (Lowest would be better)
Shift timings - 8:00 am Eastern Time - 5:00 pm Eastern Time/9:00 am - 6:00 pm Eastern Time/ 11:00 am - 8:00 pm Eastern Time (Traning timings are different based on the batch)
Location: East Hanover, NJ (This role is fully remote, but agents still need to leave near the *** offices)

Your responsibilities will include, but are not limited to:

• Develop and maintain Subject Matter Expert (SME) level knowledge of the relevant brand and customer workstreams for the specific assigned program
• Learn and utilize protocols to respond to customer phone, chat, fax, SMS / text, mail, and e-mail inquiries as well as other communication channels in a prompt and courteous manner
• Professionally and compliantly interact with customers, relevant *** associates, and other external contacts during inbound and outbound phone calls
• Manage assigned cases throughout the patient journey; perform proper and timely escalation, tracking, triage and follow-up where required
• Handle complex interactions and/or cases as it pertains to navigating insurances and financial assistance
• Adhere to call guides, job aides and work instructions for case processing and case cadence
• Adhere to Service Level Agreements (SLAs), Key Performance Indicators (KPIs), productivity, and quality metrics
• Leverage dual monitors and technological solutions to support Case Management activities
• Accurately and concisely document all interactions to inform cross-functional partners on the relevant status details
• Promptly and courteously respond to tasks and notifications from PSC counterparts
• As applicable, raise innovative ideas which will drive improved efficiency and effectiveness of customer service to Supervisors
• Responsible for identifying and reporting adverse events via the established *** systems as per applicable processes

What you'll bring to the role:

Education:

High School Diploma required, associate or BS/BA degree preferred

Travel requirements:

This job requires you live within 90 miles of the East Hanover, NJ site of ***Proximity and ability to commute to work onsite in East Hanover, NJ as required by our hybrid model and for occasional meetings or events. To be scheduled at the discretion of the business.

Other Work Requirements:

When working from home, a quiet dedicated space with internet/WiFi service or the ability to obtain such service where the employee can work without interruption

Ability to complete all calls once they have begun to ensure no interruption of service

For Patient Support Center (PSC) Roles with a Dedicated Training Period:

The individual hired for this role will be required to successfully complete initial training, including passing simulations and become certified to do the role

Required Experience:

• Minimum 3 years of relevant patient service support experience (such as Healthcare, Pharmaceuticals, Patient Services or Contact Center Experience
• Strong interpersonal, telephone and verbal communication skills, including the ability to project warmth and compassion while effectively and efficiently conveying information
• Excellent written communication skills including the ability to interpret, capture and document the essence of and next steps for customer conversations in a clear and cogent way
• Must follow oral and written directions
• Ability to multitask and balance multiple priorities at once
• Computer literacy in with email, video conferencing systems, and data entry/case management systems

Preferred Experience:

• Experience working with Salesforce or other CRM platforms
• Strong business acumen
• Bi-lingual, Spanish speaking preferred

Therapeutic area experience

No therapeutic area experience required