The Case Manager is a professional external-facing role, which is responsible for oversight of cases throughout the authorization/approval journey for patients and their providers. This role relies on critical thinking skills to drive cases through complex communication, authorization, and appeal processes, with the primary focus of expediting patients' access to care while securing payment channels to avoid unexpected out of pocket cost. This may involve interacting with private commercial or government-run insurers, healthcare providers, suppliers/distributors, and patients to ensure access across the care continuum.
Core Duties/Responsibilities: - Act as a single point of contact between the internal team, client, providers, payor, facility, and patient as needed.
- Support cases through approval/denial process with a sense of urgency while maintaining accuracy.
- Collaborate and provide direction to the internal and external stakeholders (i.e., Payor Specialist Team, Reimbursement Team, Clinical Team, client sales/MSL) and coordinate efforts to ensure accuracy and completeness of each case.
- Identify and share trends impacting business processes with management.
- Prioritize and act on key client activities and follow up with customers to ensure problems are solved.
- Manage through ambiguity while designing innovative client and payor solutions.
- Make sound independent decisions in urgent and non- routine situations pertaining to client and patient scenarios.
- Interpret complex clinical documentation to prepare authorization documentation for payor submission in relation to medical policy criteria for coverage.
- Partner with the interdisciplinary team to champion their clients, patients, and customers, and is responsible for the life cycle of their case to ensure successful completion.
- Provide resources to patients, caregivers, health care providers and clients with resources available for financial assistance and transportation.
- Provide compassionate and empathetic support to patients and caregivers.
Skills / Requirements:- Maintains open, effective dialogue with effective communication and is both clear and thorough in reports, documentation, and other written communications.
- High level of ability to coordinate multiple priorities and activities to accomplish goals.
- Ability to independently manage case load, prioritize work, and use time management skills to manage deliverables.
- Critical thinking and strong problem solving
- Suggests creative ideas and innovative solutions while exploring multiple alternatives and approaches to overcome obstacles and find solutions.
- Excellent follow-through with solid levels of determination and tenacity.
- Remains calm and productive during transitions or changing circumstances.
- Demonstrates composure and professionalism under difficult circumstances.
- Ability to communicate effectively both orally and in writing with a focus on customer satisfaction, with empathy, drive, and commitment to exceptional service.
- Possess a strong understanding of the US Healthcare System, public and private payer nuances, and patient access challenges for new to market, high dollar or highly complex medical interventions, products, therapies.
- Ability to leverage professional expertise and apply company policies and procedures to resolve challenges.
- Ability to develop, maintain and navigate relationships.
- Ability to interpret and understand medical documentation as it relates to each specific case and how it applies to a specific medical policy.
- Ability to be agile and adaptable in responses to rapidly changing processes and consumer needs.
Education, Certifications and Experience:- College Degree is preferred (Bachelor's or Associate Degree).
- 4 - 6 years of experience in a healthcare setting and/or medical insurance background with a customer service focus.
- Experience with maintaining detailed records of client interactions, services provided, and progress made.
- Experience working in office, hospital/clinic or home health care settings welcome.
- Experience in developing and/or implementing new technologies a plus.
- Experience with complex medical products and associated insurance processes a plus.
- Experience writing Appeals is preferred.
Physical Requirements: - As a remote-forward organization, this position operates in a professional office environment and teleworking from the employee's home address listed in their employment file.
- Prolonged periods of sitting at a desk and working on a computer.
- Keyboarding
- Speaking
- Must be able to lift up to 15 pounds at times.
- Working hours to support activities in multiple time zones.
