Case Manager

Aequor; Tempe (AZ); Remote; USD 30,000 - 48,000; Full time

Job summary

Aequor is seeking a Case Manager (Care Navigator 2) in Tempe, AZ. This remote role requires proximity to the Tempe offices for occasional meetings and hybrid model adherence.

You will support patients through onboarding, insurance verification, and financial assistance while coordinating with the Patient Support team to ensure accurate information sharing. The role emphasizes strong communication, problem solving, and the ability to manage multiple cases with care, empathy, and a methodical

Qualifications

• Minimum 3 years of relevant patient service support experience (Healthcare, Pharmaceuticals, Patient Services or Contact Center).
• Strong interpersonal, telephone and verbal communication skills, including warmth and compassion.
• Excellent written communication to capture next steps clearly.
• Ability to multitask and balance priorities in a fast-paced environment.

Responsibilities

• Develop and maintain SME level knowledge of the relevant program and workstreams.
• Respond to customer inquiries via phone, chat, fax, SMS/text, mail and email promptly and courteously.
• Interact professionally with customers, associates, and external contacts during inbound/outbound calls.
• Manage assigned cases through the patient journey with escalation and follow-up.
• Navigate insurance and financial assistance processes and document interactions.
• Adhere to call guides, job aids, and SLA/KPI targets.
• Document all interactions clearly to inform cross-functional partners.

Skills

Communication skills

Multitasking

Written communication

Time management

Customer service

CRM familiarity

Education

High School Diploma

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: Tempe, AZ (This role is fully remote, but agents still need to leave near the *** offices)

The Case Manager (Care Navigator 2) serves as the dedicated point of contact to patients and healthcare professionals when initiating treatment of a *** therapy. Responsibilities include navigating through onboarding, insurance verification, financial assistance, and ongoing support as requested by the patient and their healthcare professional. Case Managers will also be working with cross-functional team members within *** Patient Support, where appropriate, to ensure continuity of information being shared with the healthcare professional and patients. As a Case Manager, you will be assigned a specific territory to work within and become an expert in that regional area to best assist the individuals who call in, submit service request forms (SRFs) or required financial assistance. Case Managers will possess critical thinking and communication skills, an aptitude for learning and strive for continual development. The Case Manager must have strong communication skills to converse with customers about the patient's journey and be able to offer next steps in accordance with approved procedures. The Case Manager will possess an aptitude for learning, the ability to accept and implement constructive feedback, and a continual development mindset. In addition, the Case Manager will reflect a calm and reassuring tone and attitude for our patients, their families, and their caregivers, specifically during difficult or stressful interactions.

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 Tempe, AZ site of ***Proximity and ability to commute to work onsite in Tempe, AZ 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 interruptionAbility 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 roleRequired Experience:Minimum 3 years of relevant patient service support experience (such as Healthcare, Pharmaceuticals, Patient Services or Contact Center ExperienceStrong interpersonal, telephone and verbal communication skills, including the ability to project warmth and compassion while effectively and efficiently conveying informationExcellent 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 wayMust follow oral and written directionsAbility to multitask and balance multiple priorities at onceComputer literacy in with email, video conferencing systems, and data entry/case management systemsPreferred Experience:Experience working with Salesforce or other CRM platformsStrong business acumenBi-lingual, Spanish speaking preferredTherapeutic area experienceNo therapeutic area experience required