CAR-T Patient Support Navigator

Company Description

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.  

Job Description

THE POSITION:

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:
Our employees are tasked with delivering excellent business results through the efforts of their teams.  These results are achieved by:

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.
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