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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in patient support programs, reimbursement processes, and case management while effectively leading and training team members. Proficient in utilizing Microsoft Office tools and managing complex patient interactions with strong organizational and analytical skills.
Highest-signal resume keywords
Patient Support Program ExperienceReimbursement ExpertiseMicrosoft Office ProficiencyBilingual Communication SkillsLeadership and Training Ability
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Reimbursement Coverage OptionsCase Management ProtocolsData CollectionPharmaceutical Distribution KnowledgeAnalytical SkillsProblem-Solving SkillsTime ManagementMultitaskingFinancial AcumenAutomated Warehouse Systems
Soft Skills
Attention to DetailEffective CommunicationInterpersonal SkillsOrganizational SkillsReliability
Tools & Technologies
Microsoft OutlookMicrosoft WordMicrosoft ExcelMicrosoft PowerPointProgram-Specific Databases
Industry Keywords
Healthcare ProfessionalsInsurance CompaniesPatient Caseload ManagementPharmaceutical Market ResearchCall Center Environment
About the role
Key responsibilities & impact- Identify reimbursement coverage options and investigate financial options for uninsured patients
- Coach and mentor existing team members
- Manage a larger patient caseload than caseworker counterparts
- Act as a reimbursement expert for the assigned caseload territory
- Assist caseworkers with complex reimbursement, insurance, benefit investigation, special authorization, and appeal requests
- Participate in special projects assigned by the Program Manager
- Provide daily support to Associate Program Managers
- Assist management with reports and program-related tasks
- Develop program protocols and standard operating procedures for the Caseworker role
- Lead training of new caseworkers, including shadowing and call monitoring
- Interact with insurance companies, physician offices, and healthcare professionals
- Assist patients with clinic and pharmacy selections and schedule appointments
- Generate drug orders and fax required information to pharmacies and related parties
- Provide telephone support for patients, healthcare professionals, and funding bodies
- Administer case-management protocols, including clinical monitoring, data collection, patient follow-up, compliance, therapy disruption/discontinuation monitoring, adverse event reporting, and liaison with primary healthcare providers
- Implement pharmaceutical and biotechnology market research initiatives
- Make outbound calls as part of patient programs
- Document activities in program-specific databases
- Attend refresher and specialized training courses
- Communicate case-management updates during absences
- Report adverse events to assigned units/departments
- Perform other duties as required
Requirements
What you’ll need- A minimum of two (2) years experience in customer service
- A minimum of 2 years experience working for a patient support program
- Experience in medical, pharmaceutical and/or insurance industry is an asset
- Experience working in a call center environment is an asset
- Highly organized with strong attention to detail
- Strong proficiency in Microsoft Outlook, Word, Excel, and PowerPoint
- Flexibility in working shifts; hours of operation are 8 am–8 pm
- Ability to apply critical thinking skills to solve problems
- Strong written and verbal communication and effective phone etiquette
- Proven ability to manage time, set priorities, and multitask
- Minimum University Degree in a related field or equivalent
- Strong work ethic, reliability, and initiative to pursue new skills
- Advanced knowledge of the pharmaceutical distribution industry
- Working knowledge of automated warehouse operating systems
- Strong business and financial acumen
- Strong analytical and mathematical skills
- Ability to work in a fast-paced environment and consistently meet deadlines
- Fully bilingual oral and written communication ability
- Effective interpersonal, leadership, organizational, and problem-solving skills
- Excellent leadership skills and training ability
- In-depth knowledge of patient support programs
- Responsible, dependable, and punctual
- Experience handling complex problems
- Strong technical skills and ability to learn new software/databases quickly
Benefits
Comp & perks- Medical, dental, and vision care
- Backup dependent care
- Adoption assistance
- Infertility coverage
- Family building support
- Behavioral health solutions
- Paid parental leave
- Paid caregiver leave
- Training programs
- Professional development resources
- Mentorship programs
- Employee resource groups
- Volunteer activities
- Reasonable accommodations during the employment process and employment