Company Description

At EVERSANA, we are proud to be certified as a Great Place to Work across the globe. We’re fueled by our vision to create a healthier world. How? Our global team of more than 7,000 employees is committed to creating and delivering next-generation commercialization services to the life sciences industry. We are grounded in our cultural beliefs and serve more than 650 clients ranging from innovative biotech start-ups to established pharmaceutical companies. Our products, services and solutions help bring innovative therapies to market and support the patients who depend on them. Our jobs, skills and talents are unique, but together we make an impact every day. Join us!

Across our growing organization, we embrace diversity in backgrounds and experiences. Improving patient lives around the world is a priority, and we need people from all backgrounds and swaths of life to help build the future of the healthcare and the life sciences industry. We believe our people make all the difference in cultivating an inclusive culture that embraces our cultural beliefs. We are deliberate and self-reflective about the kind of team and culture we are building. We look for team members that are not only strong in their own aptitudes but also who care deeply about EVERSANA, our people, clients and most importantly, the patients we serve. We are EVERSANA.

Job Description

THE POSITION:

The Patient Support Navigator is a vital part of the front-line patient and caregiver support. The PSN acts as the compass for patients throughout their CAR-T journey and supports this complex process. The PSN provides patient-centered support, acts as liaison between patients, caregivers, certified treatment centers, medical professionals, and internal and external matrix partners.

ESSENTIAL DUTIES AND RESPONSIBILITIES:
Our employees are tasked with delivering excellent business results through the efforts of their teams. These results are achieved by:

Inbound Call Handling – Targeted performance of 4 hours phone availability per shift, with a minimum of 3

Data Intake – Enter patient related data by end of business shift for up to 25 patients updates

Processing – Process patient enrollments according to business rules of program. Targeted performance of completion of within 8 hours

Customer Experience Score – PSNs are expected to meet and maintain a minimum call and case quality score of 90%

• Assist patients/caregivers as appropriate within the context of BMS CT360 to function as a patient advocate, educator, and single point of contact for patients, caregivers, and certified centers.
• Field incoming phone calls from patients, caregivers, certified centers, and providers; triage calls and route to the appropriate team for further action if applicable
• Provide scripted information on how patients can access reliable sources of information through various resources available on CT360 website.
• Assess patient’s needs upon initial CT360 welcome call and through navigation, matching the patient’s needs with appropriate resources and support within program offerings.
• Provide newly registered patients with a welcome call including patient support materials and resources.
• Adhere to all appropriate compliance standards outlined in business rules, policies, and SOPs.
• Assess patient barriers to CAR-T access such as finances, housing, and transportation; refer patients to aligned resources within program service offerings.
• Manage patient referral process from physician to certified treatment center through the Referral Portal/Consult Portal.
• Identify patients closest authorized treatment center and assist in scheduling consultation.
• Conduct patient follow-up calls throughout their treatment journey and post CAR-T infusion.
• Receive incoming data related to patient support programs such as enrollment forms, travel & lodging applications, copay applications, insurance cards for benefits investigations for review, save related documents within the patient database, triage, and route data to the appropriate department or team member as applicable.
• Conduct benefit investigation and prior authorization with payers.
• Provide updates and partner with all CT360 team members to ensure patients are served in a timely manner.
• Participate and support multiple ongoing department projects.
• Ensure patient centered excellence in supporting all internal and external stakeholders involved in the patient journey.
• Other tasks and projects as assigned client inquiries, exceptions, management mailbox, reconciliation reports, and workforce functions.
• All other duties as assigned.

Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of this position.

EXPECTATIONS OF THE JOB:

Job Duties

• Learn, understand, and follow all company and client policies and procedures.
• Accept being accountable and responsible in work practices and expectations. Delivers what is promised.
• Foster a collaborative, team-oriented attitude. Communicates effectively with others with clarity and transparency.
• Use innovative critical and creative thinking to evaluate and solve work and customer issues.
• Seek assistance in solving work problems through collaboration and information seeking.

Personal Accountability

• Attendance – Excellent attendance is a key success driver for this role
• Compliance Wire Online Training – at least 90% on-time completion
• Professional, positive, ethical, and responsible behavior
• Collaboration, proactive, and effective communication
• Ability to self-manage, multitask and problem solve
• Proficient computer skills
• Demonstrate cultural beliefs
• Agents who regularly perform at or above the targeted performance levels will be eligible for remote work opportunities with the following considerations
• Supervisor approval
• Proof of HIPAA compliant workspace
• Proof of secure internet connectivity with sufficient bandwidth to successfully conduct the role activities
• Maintain in office performance & quality levels and schedule adherence

The above list reflects the general details necessary to describe the expectations of the position and is not to be construed as the only expectations that may be assigned for the position.

An individual in this position must be able to successfully perform the expectations listed above.

Qualifications

MINIMUM KNOWLEDGE, SKILLS AND ABILITIES:

The requirements listed below are representative of the experience, education, knowledge, skill and/or abilities required.

• Education Bachelor’s Degree and 5 years’ experience in healthcare practice management or patient services setting.
• Technology/Equipment Strong computer skills with a working knowledge of Microsoft Word, Excel, and PowerPoint.
• Soft Skills Excellent oral, written, and interpersonal communication skills. Ability to multi-task. Ability to work independently and function as a team player. Ability to work in a fast paced, metric driven environment, while remaining patient minded.

PREFERRED QUALIFICATIONS:

• Experience Patient support and access with call center experience. Patient assistance, reimbursement and/or oncology experience. Medical coding, coverage, policy, and payment experience strongly preferred.

PHYSICAL/MENTAL DEMANDS AND WORKING ENVIRONMENT:

The physical and mental requirements along with the work environment characteristics described here are representative of those an individual encounters while performing the essential functions of this position.

Office: While performing the essential functions of this job the employee is frequently required to reach, grasp, stand and/or sit for long periods of time (up to 90% of the shift), walk, talk and hear; occasionally required to lift and/or move up to 25 pounds. The noise level in the work environment is usually moderately quiet, with frequent interruptions and multiple demands.

This role requires mental alertness. The employee must regularly communicate both verbally and written; concentrate on tasks; and remember and observe details. The employee must frequently adjust to changes; handle stress and emotions; and think analytically.

This job operates in a professional office and/or remote work environment. This role routinely uses standard office equipment. The noise level in the work environment is usually moderate, with frequent interruptions and multiple demands.

Additional Information

OUR CULTURAL BELIEFS:

Patient Minded I act with the patient’s best interest in mind.

Client Delight I own every client experience and its impact on results.

Take Action I am empowered and empower others to act now.

Grow Talent I own my development and invest in the development of others. 

Win Together I passionately connect with anyone, anywhere, anytime to achieve results.

Communication Matters I speak up to create transparent, thoughtful and timely dialogue.

Embrace Diversity I create an environment of awareness and respect.

Always Innovate I am bold and creative in everything I do.

EVERSANA is committed to providing competitive salaries and benefits for all employees. The anticipated base salary range for this position is $65,000 to $91,000 and is not applicable to locations outside of the U.S. The base salary range represents the low and high end of the salary range for this position. Compensation will be determined based on relevant experience, other job-related qualifications/skills, and geographic location (to account for comparative cost of living). EVERSANA reserves the right to modify this base salary range at any time.

From EVERSANA’s inception, Diversity, Equity & Inclusion have always been key to our success. We are an Equal Opportunity Employer, and our employees are people with different strengths, experiences, and backgrounds who share a passion for improving the lives of patients and leading innovation within the healthcare industry. Diversity not only includes race and gender identity, but also age, disability status, veteran status, sexual orientation, religion, and many other parts of one’s identity. All of our employees’ points of view are key to our success, and inclusion is everyone's responsibility.

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