Patient Navigator

Cardinal Health Sonexus™ Access and Patient Support helps specialty pharmaceutical manufacturers remove barriers to care so that patients can access, afford and remain on the therapy they need for a better quality of life. Our diverse expertise in pharma, payer and hub services allows us to deliver best-in-class solutions—driving brand and patient markers of success. We’re continuously integrating advanced and emerging technologies to streamline patient onboarding, qualification and adherence. Our non-commercial specialty pharmacy is centralized at our custom-designed facility outside of Dallas, Texas, empowering manufacturers to rethink the reach and impact of their products.

Together, we can get life-changing therapies to patients who need them—faster.

Responsibilities

• Deliver virtual or telephonic educational support to identified patients, caregivers, Healthcare Professionals (HCPs) and their staff to meet all relevant standards as set by the client company
• Be a champion for each patient and consented care partner(s)
• Answer inbound inquiries of patients, care partners and HCPs
• Act as primary point of contact for patients and HCPs
• Understand a patient’s support needs and interaction preferences to deliver a seamless, tailored patient experience that helps each patient complete their pathway to treatment as prescribed by their HCP
• Establish an ongoing relationship with each assigned patient, starting with Welcome, onboarding, treatment initiation, continuation, and ongoing interactions
• Provide support and guidance to help ensure patients have access to the patient support program resources by compliantly navigating reimbursement, and mitigating any patient out-of-pocket barriers, as applicable
• Experience in supporting time sensitive requests and prioritization of assignments and working with a sense of urgency.
• Investigate and resolve patient/healthcare provider inquiries and concerns in a timely manner
• Work closely with patients, patient caregivers, healthcare providers. Sonexus Health reimbursement team, the manufacturer’s employees, third party vendors to clearly identify issues and provide resolution.
• Responsible for meeting the newly identified patient, patient caregivers, healthcare providers over the phone to provide education on the drug, disease process, diagnostic testing, support services provided by the manufacturer and review benefit information.
• Patient Navigators work closely with the Case Managers to coordinate care and educational opportunities for patients, patient caregivers, and healthcare providers regarding the patient journey.
• Support healthcare providers with Prior Authorization and Appeals submission to Insurance carrier.
• Exhibit effective communication and tele-management skills.
• Proactive follow-up with various contacts to ensure patient access to therapy.
• Converse with callers in an empathetic manner and build rapport
• Act as patient and healthcare providers single point of contact for all inquiries
• Possess effective organizational skills, including working on multiple cases simultaneously.
• Responsible for the identification, intake, documentation, and submission of all Adverse Event Reports occurring in patients which are taking or have previously taken the manufacturer’s product.
• Submit all adverse event reports to manufacturer/third party vendor within stipulated timeframe; additionally follow up if requested to do so.
• Responsible for addressing Medical Information inquiries from consumers, healthcare providers and other entities, including but not limited to, requests for product information, inquiries about side effects, guidelines for appropriate use of the product, etc.
• Provide identification, intake, documentation, and submission of all reported Product Complaints, per the manufacturer guidelines.
• Perform other activities related to the internal initiatives and/or the manufacturer’s programs as assigned.
• Responsible for maintaining HIPAA guidelines.
• Must adhere to strict guidelines regarding the protection of proprietary educational materials and product information that may be printed or available via email, websites, or other electronic means, provided by the manufacturer.
• Concurrently handle multiple outstanding issues and ensure all items are resolved in a timely manner to the satisfaction of all parties

Qualifications

• 0-2 years of experience preferred
• BA, BS or equivalent experience in related field preferred
• 1-2 years of Pharmacy and/or Medical Claims billing and Coding work experience is preferred
• 1-2 years of experience with Prior Authorization and Appeal submissions
• 2-4 years of Case Management experience is preferred
• LVN is preferred
• P