Patient Support Navigator

At EVERSANA, we are proud to be certified as a Great Place to Work across the globe. We’re fueled by our vision to create a healthier world. How? Our global team of more than 7,000 employees is committed to creating and delivering next-generation commercialization services to the life sciences industry. We are grounded in our cultural beliefs and serve more than 650 clients ranging from innovative biotech start-ups to established pharmaceutical companies. Our products, services and solutions help bring innovative therapies to market and support the patients who depend on them. Our jobs, skills and talents are unique, but together we make an impact every day. Join us! Across our growing organization, we embrace diversity in backgrounds and experiences. Improving patient lives around the world is a priority, and we need people from all backgrounds and swaths of life to help build the future of the healthcare and the life sciences industry. We believe our people make all the difference in cultivating an inclusive culture that embraces our cultural beliefs.  We are deliberate and self-reflective about the kind of team and culture we are building. We look for team members that are not only strong in their own aptitudes but also who care deeply about EVERSANA, our people, clients and most importantly, the patients we serve.   We are EVERSANA.   THE POSITION : The Patient Support Navigator (PSN) is a vital part of the front-line patient and caregiver support. The PSN acts as the compass for patients throughout their 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: Our employees are tasked with delivering excellent business results through the efforts of their teams.  These results are achieved by: Inbound Call Handling  – Intermittent inbound calls throughout shift which can fluctuate with volume. Outbound Call Handling  – Intermittent outbound calls throughout shift to patients, providers, vendors, etc. Data Intake  – Enter patient related data by end of business shift preferably after each patient interaction. Processing  – Process patient enrollments according to business rules of program. Targeted performance of completion  within 8 hours of receipt. 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 team guidelines 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 the team website. Assess patient’s needs upon initial team 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 access such as finances, housing, food, 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 treatment while ensuring that case notes are up to date and accurate. 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 strategic communication and timely updates while partnering with all team members to ensure patients are served in an appropriate manner. Serve as a primary point of contact for all treatment centers and team members within your designated region(s). 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 including but not limited to 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.   EXPECTATIONS OF THE JOB: Job Duties Learn, understand, and follow all company and client policies and procedures. Accept being accountable and responsible in work practices and expectations. Delivers what is promised. Foster a collaborative, team-oriented attitude. Communicates effectively with others with clarity and transparency. Use innovative critical and creative thinking to evaluate and solve work and customer issues. Seek assistance in solving work problems through collaboration and information seeking. Personal Accountability Attendance – Excellent attendance is a key success driver for this role Compliance Wire Online Training – at least 95% 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 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 The above list reflects the general details necessary to describe the expectations of the position and is not to be construed as the only expectations that may be assigned for the position. An individual in this position must be able to successfully perform the expectations listed above. MINIMUM KNOWLEDGE, SKILLS AND ABILITIES: The requirements listed below are representative of the experience, education, knowledge, skill and/or abilities required. Education  Bachelor’s Degree and/or 5 years’ experience in healthcare practice management or patient services setting. Technology/Equipment  Strong computer skills with a working knowledge of Microsoft Word, Excel, and PowerPoint.  Ability to learn other systems as needed.