Remote Job - Medical Associate / Patient Services Associate (Case Manager)

Virtual Company; East Hanover (NJ); Remote; USD 35,000 - 44,000; Full time

Benefits offered by this job

Referral Bonus

Job summary

The Fountain Group is seeking a Medical Associate / Patient Services Associate (Case Manager) for a prominent client. This is a fully remote role, with candidates located within 90 miles of East Hanover, NJ.

Pay rate is $25.30–$32/hr on W2 and the position is a 12-month contract with potential extension. As a Case Manager, you will handle onboarding, insurance verification, financial assistance, and ongoing support while coordinating with cross-functional teams to keep patients and healthcare

Qualifications

• Minimum 3 years of patient service experience (healthcare/pharma/contact center).
• Strong written and verbal communication; ability to convey information clearly.

Responsibilities

• Develop and maintain SME knowledge of the program and protocols.
• Respond to inquiries via phone, chat, fax, SMS/text, mail, and email.
• Manage cases through the patient journey with escalation and follow-up as needed.
• Collaborate with cross-functional teams to ensure information sharing with patients and providers.

Skills

Interpersonal skills

Verbal communication

Multitasking

Customer service

Education

High School Diploma

Associate degree

BS/BA degree

Tools

Salesforce

Job description

The Fountain Group is currently seeking a Medical Associate / Patient Services Associate (Case Manager) for a prominent client of ours. This is a Fully Remote Role (Candidate should be located within 90 miles of East Hanover, NJ). Details for the position are as follows.

Pay Rate - $25.30 – 32/hr on W2

12 months Contract Role (HIGH Possibility for further extension)

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

Job Description:

The Case Manager (Care Navigator 2) serves as the dedicated point of contact to patients and healthcare professionals when initiating treatment of a Client 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 Client 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 programLearn 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 mannerProfessionally and compliantly interact with customers, relevant Client 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 requiredHandle 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.

What you'll bring to the role:

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

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 serviceFor 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
• 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
• bility to multitask and balance multiple priorities at onceComputer 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

Benefits:

• Referral Bonus