Care Coordinator

POSITION SUMMARY

The Care Coordinator is a critical member of the US Patient Services Team reporting to the Lead, US Patient Services. The primary purpose of this role is to provide best in-class patient support by interpreting patient’s unique and specific needs through active listening in a compassionate and compliant fashion. Additionally, this role will provide education and support on the reimbursement process and work to help reduce potential access barriers to treatment. This role will also provide ongoing caring and compassionate education and support throughout the patient’s treatment journey.

RESPONSIBILITIES

• Support patients and caregivers throughout the treatment journey in a compassionate, compliant, and empathetic way by always putting the patient first
• Provide timely updates on patient treatment status, as needed to the patient’s healthcare provider’s office
• Partner with back-end 3^rd party vendor to ensure timely benefit investigations and provide reimbursement education and options
• Provide ongoing compassionate support and education to patients and caregivers throughout the treatment journey by preferred communication preferences
• Counsel patient/family on reimbursement options available to them
• Partner with specialty pharmacies to ensure patient and/or provider understanding of product dispensing
• Responsible for maintaining case history for all assigned patients in the CRM system
• Support each patient along their treatment journey by resolving any emerging treatment continuation barriers
• Partner with Patient Support Specialist to ensure accurate case assignments and timely completion of assigned activities in CRM system
• Professionally field incoming telephone calls while making a positive impression
• Answer patient and healthcare provider inquiries through approved call guides and Standard Operating Procedures
• Ensure compliance to all procedures, policies, and adverse event reporting requirements
• Manage patient assistance requests and work with partners to process applications
• Provide back-up coverage for other Care Coordinators as needed and required to ensure optimal support staffing levels

REQUIREMENTS

• Associate/Bachelor’s degree preferred
• 2 plus years or direct patient support experience within a contact center environment
• Must be able to support East time zone hours of operations
• Experience within pharmaceutical support services, insurance plans, or pharmacy customer services
• Comprehensive patient services experience with the ability to navigate and document conversations and outcomes, as well assigning appropriate follow-up activities
• Proficiency in Microsoft Office required and working within corporate database
• Working knowledge of the compliance and regulatory environment for pharmaceutical/biotechnology manufacturers is a plus
• Must be comfortable with providing customer resolution over the phone and maintain professionalism and compassion at all times

PREFERRED QUALIFICATIONS

• Customer services, patient services, pharmaceutical, reimbursement

COVID-19 Vaccination Policy: Candidates should be aware that Amylyx’s current COVID-19 policy requires that all newly hired US-based employees be fully vaccinated against COVID-19 prior to their employment start date.  Amylyx may amend its COVID-19 policy going forward, including, but not limited to, requiring booster vaccinations.  Amylyx is an equal opportunity employer.  As required pursuant to federal, state, and local law, Amylyx will provide a reasonable accommodation to the vaccination requirement where vaccination is not a requirement of the role for which the employee is being hired and is not an undue hardship to the company.