CAR-T Patient Support Navigator

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 patients needs upon initial CT360 welcome call and through navigation matching the patients 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

Personal Accountability

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.

PREFERRED QUALIFICATIONS :

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 patients 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.

Our team is aware of recent fraudulent job offers in the market misrepresenting EVERSANA. Recruitment fraud is a sophisticated scam commonly perpetrated through online services using fake websites unsolicited e-mails or even text messages claiming to be a legitimate company. Some of these scams request personal information and even payment for training or job application fees. Please know EVERSANA would never require personal information nor payment of any kind during the employment process. We respect the personal rights of all candidates looking to explore careers at EVERSANA.

EVERSANA is committed to providing competitive salaries and benefits for all employees. If this job posting includes a base salary range it represents the low and high end of the salary range for this position and is not applicable to locations outside of the U.S.  Compensation will be determined based on relevant experience other job-related qualifications / skills and geographic location (to account for comparative cost of living).  More information about EVERSANAs benefits package can be found at  reserves the right to modify this base salary range and benefits at any time.

From EVERSANAs 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 ones identity. All of our employees points of view are key to our success and inclusion is everyones responsibility.

Consistent with the Americans with Disabilities Act (ADA) and applicable state and local laws it is the policy of EVERSANA to provide reasonable accommodation when requested by a qualified applicant or candidate with a disability unless such accommodation would cause an undue hardship for EVERSANA. The policy regarding requests for reasonable accommodations applies to all aspects of the hiring process. If reasonable accommodation is needed to participate in the interview and hiring process please contact us at  .

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Remote Work : Yes

Employment Type : Full-time

Key Skills

Air Ticketing,API,CAD CAM,Data Management,Equity,Import & Export

Experience : years

Vacancy : 1