Patient Support Specialist - Remote

 

Work Your Magic with us! Start your next chapter and join EMD Serono.

 

Ready to explore, break barriers, and discover more? We know you’ve got big plans – so do we! Our colleagues across the globe love innovating with science and technology to enrich people’s lives with our solutions in Healthcare, Life Science, and Electronics. Together, we dream big and are passionate about caring for our rich mix of people, customers, patients, and planet. That's why we are always looking for curious minds that see themselves imagining the unimaginable with us.  

 

United As One for Patients, our purpose in Healthcare is to help create, improve and prolong lives. We develop medicines, intelligent devices and innovative technologies in therapeutic areas such as Oncology, Neurology and Fertility. Our teams work together across 6 continents with passion and relentless curiosity in order to help patients at every stage of life. Joining our Healthcare team is becoming part of a diverse, inclusive and flexible working culture, presenting great opportunities for personal development and career advancement across the globe.

 

This role does not offer sponsorship for work authorization. External applicants must be eligible to work in the US. 

 

Your Role:

In this role you will be directly responsible for facilitating access to prescribed EMD Serono products. The PSS will provide comprehensive patient access and reimbursement assistance across all therapeutic areas, where appropriate. This role will support patients, family members, caregivers and healthcare professionals by offering timely information on insurance coverage and financial support options. By addressing barriers to access and fostering strong relationships, the Patient Support Specialist will ensure a smooth experience in obtaining necessary therapies. Collaboration with internal teams will further enhance service delivery and improve patient outcomes, aligning with the company’s commitment to advancing patient care.

Responsibilities include but are not limited to:

• Deliver high-touch phone support to patients, caregivers, and providers on specialty medication access, benefits verification, prior authorizations, and appeals.
• Guide patients through insurance reimbursement, copay cards, and financial assistance programs to eliminate affordability barriers.
• Investigate coverage and document case activities in compliance with program guidelines, HIPAA regulations, and First Call Resolution targets.
• Resolve complex, escalated reimbursement challenges using root cause analysis and solutions-focused critical thinking.
• Serve as a senior subject matter expert and informal mentor to Patient Support Specialist (PSS) peers, sharing best practices on access workflows.
• Proactively identify operational inefficiencies and propose preemptive solutions to streamline reimbursement processes and enhance patient care.
• Monitor team performance, uphold service standards, and manage high-level escalations efficiently alongside management.
• Bridge communication between leadership and the PSS team by reporting key performance metrics, aligning operational strategy, and driving cultural competence.
• Monday - Friday 11:30am - 8pm. 

 

Who You Are:

Minimum Qualifications: 

• Bachelor’s Degree in any discipline and 1+ year of reimbursement, pharmacy technician, and/or customer care experience in the medical or health insurance field.

OR

• High School Diploma OR GED and 4+ years of reimbursement, pharmacy technician, and/or customer care experience in the medical or health insurance field.

 

Preferred Qualifications: 

• Experience in Salesforce, or SFDC.  
• Proficient with Microsoft Suite.
• Data entry experience. 
• Possess a winning mindset and enjoy collaborating in a team environment. 
• Customer-centric mentality.  
• Proven organization skills.
• Excellent verbal and written communication. 
• Comfortable with running multiple systems at the same time. 
• Thrive in a fast-paced, high-volume environment. 
• Bilingual English / Spanish.

 

Pay Range fo