Patient Support Specialist, Patient Solutions & Support Programs

EMD Serono, Inc.; Boston (MA); On-site; USD 42,000 - 65,000; Full time

Job summary

EMD Serono, Inc. is seeking a Patient Support Specialist to provide prompt, professional phone assistance to patients, caregivers, and providers regarding specialty medication enrollment, access barriers, and affordability solutions.

You will guide stakeholders through benefits investigations, prior authorizations, copay assistance, and financial aid programs to clarify coverage and out-of-pocket costs. The role requires collaboration with insurance verification vendors and cross-functional

Qualifications

• Bachelor’s Degree with 1+ year in reimbursement or customer care in medical/health ins/pharmacy technician role.
• Or High School Diploma with 4+ years of reimbursement or customer care experience.

Responsibilities

• Deliver prompt, professional phone assistance to patients, caregivers, and providers regarding enrollment, access, and affordability.
• Guide through benefit investigations, prior authorizations, appeals, copay assistance, and financial aid programs.
• Serve as primary contact for complex reimbursement challenges and provide solution-focused resolutions.
• Collaborate with insurance verifications vendors and internal teams to streamline workflows.

Skills

Verbal and written communication

Customer-centric mindset

Organization

Empathy

Multi-system handling

Education

Bachelor’s degree

High School Diploma or GED

Tools

Salesforce

Microsoft Office

Job description

Work Your Magic with us! Start your next chapter and join EMD Serono.

Ready to explore, break barriers, and discover more? We know you’ve got big plans – so do we! Our colleagues across the globe love innovating with science and technology to enrich people’s lives with our solutions in Healthcare, Life Science, and Electronics. Together, we dream big and are passionate about caring for our rich mix of people, customers, patients, and planet. That's why we are always looking for curious minds that see themselves imagining the unimaginable with us.

United As One for Patients, our purpose in Healthcare is to help create, improve and prolong lives. We develop medicines, intelligent devices and innovative technologies in therapeutic areas such as Oncology, Neurology and Fertility. Our teams work together across 6 continents with passion and relentless curiosity in order to help patients at every stage of life. Joining our Healthcare team is becoming part of a diverse, inclusive and flexible working culture, presenting great opportunities for personal development and career advancement across the globe.

This role does not offer sponsorship for work authorization. External applicants must be eligible to work in the US.

Your Role

• Deliver prompt, professional phone assistance to patients, caregivers, and providers regarding specialty medication enrollment, access barriers, and affordability solutions with a target of first-call resolution.
• Guide stakeholders through benefit investigations, prior authorizations (PA), appeals, copay assistance, and financial aid programs to clarify coverage and out-of-pocket costs.
• Serve as the primary point of contact for complex, high-friction reimbursement challenges, conducting root-cause analysis to deliver solution-focused resolutions.
• Collaborate with insurance verification vendors, internal partners, and cross-functional teams to streamline workflows and maintain operational alignment.
• Strictly adhere to HIPAA and regulatory mandates, thoroughly documenting all case interactions, patient data, and coverage updates in accordance with program protocols.
• Act as a subject-matter resource for Patient Support Specialists (PSS), offering informal mentorship, procedural guidance, and best practices on complex workflows.
• Proactively identify operational bottlenecks from frontline trends, proposing preemptive solutions and actionable feedback to refine service quality.
• Assist leadership in reviewing case handling, monitoring team performance metrics, and upholding high service consistency and compliance.
• Bridge communication between frontline PSS staff and management, delivering performance updates, operational changes, and strategic improvement areas.
• Partner across organizational levels with strong cultural competence, fostering an inclusive, patient-first team environment aligned with organizational goals.
• Shift: Monday - Friday 11:30am - 8pm.

Minimum Qualifications

• Bachelor’s Degree in any discipline and 1+ year(s) of reimbursement and or customer care experience in a medical, health insurance, or pharmacy technician role.

OR

• High School Diploma or GED and 4+ years of reimbursement and or customer care experience in a medical, health insurance, or pharmacy technician role.

Preferred Qualifications

• Experience in Salesforce, or SFDC.
• Proficient with Microsoft Suite.
• Data entry experience.
• Possess a winning mindset and enjoy collaborating in a team environment.
• Customer-centric mentality.
• Proven organization skills.
• Excellent verbal and written communication.
• Comfortable with running multiple systems at the same time.
• Thrive in a fast-paced, high-volume environment.
• Ability to empathize.