Case Specialist, Patient Services

At Genmab, we are dedicated to building extra[not]ordinary® futures, together, by developing antibody products and groundbreaking, knock-your-socks-off KYSO antibody medicines® that change lives and the future of cancer treatment and serious diseases. We strive to create, champion and maintain a global workplace where individuals’ unique contributions are valued and drive innovative solutions to meet the needs of our patients, care partners, families and employees.

Our people are compassionate, candid, and purposeful, and our business is innovative and rooted in science. We believe that being proudly authentic and determined to be our best is essential to fulfilling our purpose. Yes, our work is incredibly serious and impactful, but we have big ambitions, bring a ton of care to pursuing them, and have a lot of fun while doing so.

Does this inspire you and feel like a fit? Then we would love to have you join us!

Patient Access Specialist, Call Center Operations

The Patient Access Specialist will be the dedicated point of contact for prescribers, office staff members, patients and caregivers as it pertains to access and reimbursement of prescribed medications.  The Patient Access Specialist will be the voice of Genmab to our customers and will maintain the highest quality and compliance to provide a positive experience. This position reports to the Patient Services Manager, Call Center Operations.

The creation of our new internal Genmab Patient Services Support Center is at the cornerstone of our commitment to our patients. We have an incredible opportunity to formulate exciting new partnerships to deliver transformative patient services. The Patient Services team will be integral in assisting the organization in our vision to have our own products that transform cancer treatment, and a pipeline of knock-your-socks-off antibodies.

Genmab Patient Services will support our new and pipeline products by providing omni-channel customer support and patient access. By leveraging workforce management, technology, and through staff retention and engagement, it will ensure strong alignment with Genmab’s goals. The team is committed to helping customers by improving medication delivery.

In order to be successful in this role, we are looking for someone with a background in Nursing, Social Work, Counseling, Office Practice Management or Pharmacy. The ideal candidate has experience in case management, phone-based support work and the health insurance landscape. Patient Service Specialists are critical in the success and quality of the Patient Services Support Center and as such will need to be skilled in empathetic listening, soft skills and navigating patients through difficult and complex situations.  

Responsibilities:

• Act as the dedicated point of contact once a prescription is written for the patient (including caregivers) and the healthcare provider (including their office staff) to navigate through insurance coverage and access of the medication
• Navigate patients and offices through the complexity of insurance coverage including review of benefit verifications, research of prior authorizations and support through the appeals process
• Evaluate and refer patients to appropriate financial assistance programs
• Provide high quality case management through:
  • Assessing and documenting patient needs and services requested
  • Effectively communicate with the patient, their caregiver, their prescriber and office staff members when required
  • Ability to have critical conversations with empathy and understanding
  • Provide timely responses to requests made by patients and their healthcare provider
• Effectively collaborate with internal and external stakeholders along the patient journey
• Provide information regarding market landscape, feedback from customers and process improvements to the Case Management Supervisor and Head of Call Center
• Collaborate with PSS Field Teams (Field Reimbursement Managers and Nurse Team) to ensure seamless communication and appropriate handoffs when needed
• Provide coordination of services among the patient’s care team to ensure therapy can start and continue as per the healthcare providers orders
• Ensure performance and quality remain at the highest level throughout all interactions

Requirements:

• Bachelor’s degree required; Master’s degree preferred
• Background in Social Work, Counseling, Pharmacy, Nursing and/or Office Practice Management
• 1+ years experience in patient services and/or healthcare industry.
• Active knowledge of oncology (IV and oral) product reimbursement, including but not limited to Medicare, Medicaid and commercial insurance carriers, Prior Authorization submissions/appeals
• Understanding of the healt