Care Center Coordinator; 11:30a-8:00p (Medical Device/Oncology)
Novocure, Inc | Portsmouth, NH
The Care Coordinator is the single point of point of contact and the main interface between the patient and all additional internal entities. The Care Coordinator will have a strong understanding of the patient first mission and will need to be a collaborator with strong communication skills. They will need the ability to manage and communicate with key pod structure internal counterparts (Case Management, Live Answer, Global Technical Support, and Intake) and effectively deliver information to patients and caregivers. The Care Coordinator works will serve as the main contact to the patient for various insurance status inquiries, treatment initiation, monthly maintenance, troubleshooting support, monitoring treatment breaks, supporting the treatment end process including equipment retrieval. The Care Coordinator is responsible for seeing the patient through treatment initiation and remains the patient's contact throughout treatment.
***SHIFT: 11:30am-8:00pm EST M-F
Essential Duties and Responsibilities
Interface directly with patients and caregivers over the phone to communicate treatment start logistics (not a medical assessment) and deliver patient's insurance benefits and patient financial assistance eligibility
Direct the patient to Needy Meds financial assistance program and ensure they receive the application for Needy meds and set a task for the billing department to follow up on Needy Meds Application to ensure submission is received back from the patient
Obtain all relevant information pertaining to patient's status for treatment start and clearly document in the SAP system i.e. array layout etc.
Communicate and coordinate treatment start logistics to the appropriate internal Novocure personnel
Communicate patient start information, follow up on service agreements, place monthly phone calls to patients and/or caregivers for supply re-orders as well as any insurance changes or updates and communicate this information to the reimbursement team
Provide first line technical support for Optune device operation; difficult concerns may be escalated to Global Technical Support
o Obtain and evaluate all relevant information to handle and document inquiries and complaints.
Distribute and retrieve equipment according to patient requests and quality/inventory needs i.e. create orders, monitor treatment breaks and treatment ends
Accurately record details of all customer interactions in compliance with FDA and CMS guidelines
Use of company specific CRM and ERP software platforms according to SOPs
Participate in after-hours tech support on a rotating basis
REQUIRED SKILLS / EXPERIENCE
Prior relevant work experience in a customer service oriented environment
Demonstrated excellence in meeting and exceeding customer expectations especially in difficult situations.
3 + years in a medical device or DME company and/or management role
Ability to work independently with minimal supervision
Problem solving skills that can be applied in a compassionate manner
Excellent written and verbal skills to effectively communicate with internal and external customers via the phone and email
Experience with creating documentation while speaking with customers
Quick learning and the ability to adjust in a fast paced, growing work environment
Familiarity with medical terminology and abbreviations
Working knowledge of legal and regulatory environment, with corresponding Guidelines (ACCME, AdvaMED, FDA, )
Solid working knowledge in the use of Excel, Word, and Outlook
The employee is expected to work 5 days per week from the Portsmouth, NH facility
Ability to work remotely if needed or after normal work hours
Attention to detail/follow up
Self-motivated; able to work with limited supervision
PREFERRED SKILLS / EXPERIENCE
Basic knowledge of Medicare, managed care, third party payers and Medicaid is a plus.
Knowledge of Protected Health Information and The Health Insurance Portability and Accountability Act of 1996 (HIPAA) Privacy and Security guidelines.
BS/BA degree in a science related field preferred or related experience
PERFORMANCE BEHAVIOR COMPETENCIES:
The following list describes the performance behaviors necessary to meet the minimum requirements.
Attitude & Enthusiasm: Must have a positive, "can do" attitude.
Communication: Be able to communicate clearly and effectively.
Dependability/Perseverance: always willing to go the extra mile to complete projects on schedule.
Flexibility: Can accept change and is flexible toward change. Have the ability to redirect work and priorities to be in alignment with the strategic corporate goals. Counted on to achieve objectives and be flexible to take on other tasks when required.
Judgment: Be able to make sound judgments and escalate when in doubt.
Planning/Scheduling: Handle multiple projects and priorities in order to meet required deadlines. Ability to plan ahead and foresee company needs.
Professionalism: adhere to a high level of professionalism by demonstrating ethical behavior.
Teamwork: work with others in contributing to the overall success of the company.
Ability to lift 20 pounds