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Job Description

Lexington, MA (remote)

Late shift Monday-Friday 11am-8pm

About the role:

Join Takeda as a Senior Patient Support Manager out of our Lexington, MA office. Where you will work in a highly visible, strong team environment to provide exceptional Customer Service and provide team support in meeting KPIs, performance metrics and business objectives. You will listen to patients and medical professionals, interpreting their specific needs and providing friendly, professional and,well-informed answers to their questions. You will interact with patients, caregivers, physician offices, partners and insurance companies to case manage all steps required to gain and maintain access to uninterrupted therapy. You will also maintain relationship with patients and physicians to ensure ongoing compliance with therapy.   

How you will contribute:

• Work closely with patient/family to case manage all steps required to gain access to therapy. 
• Act as the liaison with medical offices 
• Work with Specialty Pharmacy and insurance companies to obtain reimbursement information 
• Request benefit investigations with insurance companies as required. 
• Counsel patient/family on reimbursement options 
• Manage patient transition to Takeda products.   
• Work with nurses to provide injection/infusion training to patients 
• Responsible for maintaining case history for all assigned patients in the CRM system 
• Trouble shoot and resolve ongoing reimbursement issues (step edits, insurance changes, Prior Authorization, Appeals, etc.) in partnership with Patient Access Manager 
• Partner with Field Regional Business Managers and Patient Access Managers to manage all patient cases within their assigned territories 
• Professionally field incoming telephone calls while making a positive impression 
• Answer patient and medical office inquiries and resolve customer issues 
• Provide ongoing and compliance support by making regular calls to patient/families 
• Manage requests for patient assistance and work with partners on submission of applications 
• Provide back-up coverage and support for other Patient Support Managers 
• May attend patient meetings and represent Takeda at industry conferences 
• Travel to sales meetings and medical offices as necessary 
• Accurately monitor, identify, and problem-solve around escalated and one-off patient access and reimbursement issues. Refer to Patient Support Lead (PSL) and/or appropriate Patient Services personnel for follow up, as indicated. Identify patterns with issues that signal heightened Patient Services