Patient Support Manger

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Job Description

ABOUT THE ROLE

The Patient Support Manager is responsible for supporting patients throughout their healthcare journey by providing clear information, solving issues, and coordinating services. This role helps enhance patient satisfaction and ensures they receive comprehensive support, contributing to Takeda's mission of bringing Better Health to people and a Brighter Future to the world.

OBJECTIVES/PURPOSE

• Works in a highly visible, strong team environment to provide exceptional Customer Service on all levels.
• Specifically, listen to and counsel patients and medical professionals, interpreting their specific needs and providing friendly, professional and well-informed answers to their questions.
• PSM’s will work with patients, physician offices, partners and insurance companies to case manage all steps required to gain access to therapy. 
• Maintain relationship with patients and physicians to ensure ongoing compliance with therapy.

ACCOUNTABILITIES

• Works closely with patient/family to case manage all steps required to gain access to therapy
• Acts as the liaison with medical offices
• Work with Specialty Pharmacy and insurance companies to obtain reimbursement information
• Perform 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, PA’s, etc)
• 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 problems
• Provide ongoing persistency and compliance support by making regular calls to patient/families
• Manage patient assistance requests and work with partners to process applications
• Provide back-up coverage for other Patient Support Managers
• May attend patient meetings and represent Takeda at industry conferences
• Travel to sales meetings and medical offices as necessary

DIMENSIONS AND ASPECTS

Technical/Functional (Line) Expertise

• Prior reimbursement experience with ability to communicate complex reimbursement scenarios to patients and medical professionals.
• Living our leadership behaviors is a basic expectation for all Takeda employees.

Interaction

• Liaison with patients and families
• Liaison with physicians and sites of care
• Work with specialty pharmacy partners, insurance companies and nursing agencies
• Work with Regional Business Managers, Patient Access Manager and Managed Care/Government Accounts team

Innovation

• Individual must possess and portray strong emotional resilience

• Individual must possess extraordinary positive attitude, exceptional listening skills, and strong verbal and written communication skills
• Ability to handle sensitive information

Complexity

• Ability to problem solve complex reimbursement scenarios and recommend solutions
• Ability to maintain composure and remain professional during difficult patient or medical calls

EDUCATION, BEHAVIOURAL COMPETENCIES AND SKILLS:

• BA/BS in the life sciences or communications preferred
• 3 -5 years of prior case management experience preferred

ADDITIONAL INFORMATION

• 10% Travel
• Late Shift

MORE ABOUT US

At Takeda, we are transforming patient care through the development of novel specialty pharmaceuticals and best in class patient support programs. Takeda is a patient-focused company that will inspire and empower you to grow through life-changing work.

Certified as a Global Top Employer, Takeda offers stimulating careers, encourages innovation, and strives for excellence in everything we do. We foster an inclusive, collaborative workplace, in which our teams are united by an unwavering commitment to deliver Better Health and a Brighter Future to people around the world.

This position is currently classified as "hybrid" in accordance with Takeda's Hybrid and Remote Work policy.

#LI-Hybrid

Takeda Compensation and Benefits Summary

We understand compensation is an important factor as you consider the next step in your career. We are committed to equitable pay for all employees, and we strive to be more transparent with our pay practices.

For Location:

Lexington, MA

U.S. Base Salary Range:

$70,000.00 - $110,000.00

EEO Statement

Takeda is proud in its commitment to creating a diverse workforce and providing equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, gender expression, parental status, national origin, age, disability, citizenship status, genetic information or characteristics, marital status, status as a Vietnam era veteran, special disabled veteran, or other protected veteran in accordance with applicable federal, state and local laws, and any other characteristic protected by law.

Locations

Lexington, MA

Worker Type

Employee

Worker Sub-Type

Regular

Time Type

Full time

Job Exempt

Yes

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.