Care Coordinator - Remote

Title:

Care Coordinator - REMOTE

Company:

Albireo Pharma

:

Summary

The Care Coordinator is part of the Care Coordination team in the Patient Services, Rare Diseases organization. The purpose of this team is to ensure seamless, patient-centric support to help patients have access to appropriate education and support to start and continue therapy with Ipsen products where appropriate. This is not a promotional selling role.

Specifically, activities of this role include working with patients on a one-on-one basis to ensure they have relevant disease/product information as well as an appropriate understanding of complex reimbursement issues, their insurance options and limitations, benefits, and requirements necessary to initiate and maintain therapy. This function also helps ensure the prompt shipment of product to eligible patients.

This is a complex support role requiring appropriate coordination with other Ipsen teams (Medical, Clinical, Regulatory, Quality, Compliance, Marketing, Market Access and Pricing, Patient Education Liaison Team, and other field-based colleagues) to help patients throughout their journey in a most appropriate, compassionate, ethical and compliant way. This role requires strong customer-service and solution-orientation mindsets.

This role and the Care Coordination team operate under the guidance of rigorous SOPs and with the support of various technologies requiring close attention to detail.

The Care Coordinator, as all other employees, is fully accountable for compliance with all laws, regulations and policies that govern the conduct of Ipsen activities.

Responsibilities

• Strive to deliver an exceptional customer1 experience
• Help providers, patients, and caregivers understand complex reimbursement issues, insurance options and limitations, benefits, and requirements necessary to initiate and maintain therapy
• Utilize only approved resources and messages to perform function responsibilities
• Maintain complete, timely and compliant case records for all interactions and case records in the CRM system and other systems as required
• Provide relevant, approved non-promotional disease/product information in response to provider and patient queries
• Coordinate with others to ensure appropriate product supply/delivery
• Strictly follow all relevant Ipsen Policies and SOPs
• It is the responsibility of all company employees who receive information pertaining to a possible adverse event (AE) or serious adverse event (SAE) to understand that the appropriate clinical and regulatory personal must be notified of the event promptly upon receipt regardless of severity.
• Help troubleshoot and support resolution of reimbursement issues (insurance changes, prior authorizations, appeals, other) according to established SOPs

Experience and Education

• Reimbursement experience and strong understanding of health insurance and benefits, co-pay assistance programs, Medicare, Medicaid, and private payer policies
• Experience working with patient access, benefits investigations, billing and coding, and social service support
• Rare-disease experience a plus
• 3+ years of recent case management experience in the healthcare or Pharma/Biotech industry
• Demonstrated ability to listen, solve problems, seek answers and drive to solutions
• Ability to navigate difficult conversations and handle sensitive matters
• Bachelor’s degree in health care, social work, nursing or equivalent
• Excellent written and verbal communication skills
• Comfort and aptitude for using information technologies.
• Demonstrated passion for patients
• Proven track record for consistently meeting or exceeding quantitative and qualitative goals.
• Strong understanding of and comfort with the life-sciences compliance environment

IPSEN is an equal opportunity employer that strictly prohibits unlawful discrimination. We recruit, employ, train, compensate, and promote without regard to an individual’s race, color, religion, gender, sexual orientation, gender identity/expression, national origin/ancestry, age, mental/physical disability, medical condition, marital status, veteran status, or any other characteristic protected by law.