[Hiring] CAR-T Patient Support Navigator @EVERSANA

Role Description

The Patient Support Navigator is a vital part of the front-line patient and caregiver support. The PSN acts as the compass for patients throughout their CAR-T journey and supports this complex process. The PSN provides patient-centered support, acts as liaison between patients, caregivers, certified treatment centers, medical professionals, and internal and external matrix partners.

Essential Duties and Responsibilities:

• Inbound Call Handling
  • Targeted performance of 4 hours phone availability per shift, with a minimum of 3.
• Data Intake
  • Enter patient related data by end of business shift for up to 25 patients updates.
• Processing
  • Process patient enrollments according to business rules of program. Targeted performance of completion of within 8 hours.
• Customer Experience Score
  • PSNs are expected to meet and maintain a minimum call and case quality score of 90%.
• Assist patients/caregivers as appropriate within the context of BMS CT360 to function as a patient advocate, educator, and single point of contact for patients, caregivers, and certified centers.
• Field incoming phone calls from patients, caregivers, certified centers, and providers; triage calls and route to the appropriate team for further action if applicable.
• Provide scripted information on how patients can access reliable sources of information through various resources available on CT360 website.
• Assess patient’s needs upon initial CT360 welcome call and through navigation, matching the patient’s needs with appropriate resources and support within program offerings.
• Provide newly registered patients with a welcome call including patient support materials and resources.
• Adhere to all appropriate compliance standards outlined in business rules, policies, and SOPs.
• Assess patient barriers to CAR-T access such as finances, housing, and transportation; refer patients to aligned resources within program service offerings.
• Manage patient referral process from physician to certified treatment center through the Referral Portal/Consult Portal.
• Identify patients closest authorized treatment center and assist in scheduling consultation.
• Conduct patient follow-up calls throughout their treatment journey and post CAR-T infusion.
• Receive incoming data related to patient support programs such as enrollment forms, travel & lodging applications, copay applications, insurance cards for benefits investigations for review, save related documents within the patient database, triage, and route data to the appropriate department or team member as applicable.
• Conduct benefit investigation and prior authorization with payers.
• Provide updates and partner with all CT360 team members to ensure patients are served in a timely manner.
• Participate and support multiple ongoing department projects.
• Ensure patient centered excellence in supporting all internal and external stakeholders involved in the patient journey.
• Other tasks and projects as assigned client inquiries, exceptions, management mailbox, reconciliation reports, and workforce functions.
• All other duties as assigned.

Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of this position.

Qualifications

• Bachelor’s Degree and 5 years’ experience in healthcare practice management or patient services setting.
• Strong computer skills with a working knowledge of Microsoft Word, Excel, and PowerPoint.
• Excellent oral, written, and interpersonal communication skills.
• Ability to multi-task.
• Ability to work independently and function as a team player.
• Ability to work in a fast paced, metric driven environment, while remaining patient minded.

Requirements

• Attendance – Excellent attendance is a key success driver for this role.
• Compliance Wire Online Training – at least 90% on-time completion.
• Professional, positive, ethical, and responsible behavior.
• Collaboration, proactive, and effective communication.
• Ability to self-manage, multitask and problem solve.
• Proficient computer skills.
• Demonstrate cultural beliefs.

Benefits

• Agents who regularly perform at or above the targeted performance levels will be eligible for remote work opportunities with the following considerations:
  • Supervisor approval.
  • Proof of HIPAA compliant workspace.
  • Proof of secure internet connectivity with sufficient bandwidth to successfully conduct the role activities.
  • Maintain in office performance & quality levels and schedule adherence.