Patient Access Specialist, Call Center Operations

The Patient Access Specialist will be the dedicated point of contact for prescribers, office staff members, patients and caregivers as it pertains to access and reimbursement of prescribed medications. The Patient Access Specialist will be the voice of Genmab to our customers and will maintain the highest quality and compliance to provide a positive experience. This position reports to the Patient Services Manager, Call Center Operations.

The creation of our new internal GenmabPatient Services Support Center is at the cornerstone of our commitment to our patients. We have an incredible opportunity to formulate exciting new partnerships to deliver transformative patient services. The Patient Services team will be integral in assisting the organization in our vision to have our own products that transform cancer treatment, and a pipeline of knock-your-socks-off antibodies.

Genmab Patient Services will support our new and pipeline products by providing omni-channel customer support and patient access. By leveraging workforce management, technology, and through staff retention and engagement, it will ensure strong alignment with Genmab's goals. The team is committed to helping customers by improving medication delivery.

In order to be successful in this role, we are looking for someone with a background in Nursing, Social Work, Counseling, Office Practice Management or Pharmacy. The ideal candidate has experience in case management, phone-based support work and the health insurance landscape. Patient Service Specialists are critical in the success and quality of the Patient Services Support Center and as such will need to be skilled in empathetic listening, soft skills and navigating patients through difficult and complex situations.

Work arrangement: This role offers flexibility to work away from the office for 20%-40% of a typical schedule. Employees may use this work schedule in increments of single days or multiple consecutive days, provided it does not exceed 40% within a 60-day period, and is approved by the hiring manager.

Responsibilities:

• Act as the dedicated point of contact once a prescription is written for the patient (including caregivers) and the healthcare provider (including their office staff) to navigate through insurance coverage and access of the medication
• Navigate patients and offices through the complexity of insurance coverage including review of benefit verifications, research of prior authorizations and support through the appeals process
• Evaluate and refer patients to appropriate financial assistance programs
• Provide high quality case management through:
  • Assessing and documenting patient needs and services requested
  • Effectively communicate with the patient, their caregiver, their prescriber and office staff members when require
  • Ability to have critical conversations with empathy and understanding
  • Provide timely responses to requests made by patients and their healthcare provider
• Effectively collaborate with internal and external stakeholders along the patient journey
• Provide information regarding market landscape, feedback from customers and process improvements to the Case Management Supervisor and Head of Call Center
• Collaborate with PSS Field Teams (Field Reimbursement Managers and Nurse Team) to ensure seamless communication and appropriate handoffs when needed
• Provide coordination of services among the patient's care team to ensure therapy can start and continue as per the healthcare providers orders
• Ensure performance and quality remain at the highest level throughout all interactions

Requirements:

• Bachelor's degree required; Master's degree preferred
• Background in Social Work, Counseling, Pharmacy, Nursing and/or Office Practice Management
• 1+ years experience in patient services and/or healthcare industry.
• Active knowledge of oncology (IV and oral) product reimbursement, including but not limited to Medicare, Medicaid and commercial insurance carriers, Prior Authorization submissions/appeals
• Understanding of the healthcare industry, including both private and government payer landscape
• Utilize critical thinking to problem-solve access challenges
• Apply emotional intelligence and empathetic listening to all interactions
• Excellent written and verbal communication skills
• Proficient in CRM platforms (e.g., Salesforce.com)
• Ability to work in a fast-paced environment, multi-task and self-prioritize workload
• Customer and conflict resolutions skills preferred
• Works with all members of a team effectively
• Spanish language proficiency is a plus
• 11-8pm EST Shift- Hybrid
• Location: Berkeley Heights, NJ

For US based candidates, the proposed salary band for this position is as follows:

$76,000.00---$114,000.00

The actual salary offer will carefully consider a wide range of factors, including your skills, qualifications, experience, and location. Also, certain positions are eligible for additional forms of compensation, such as discretionary bonuses and long-term incentives.

When you join Genmab, you're joining a culture that supports your physical, financial, social, and emotional wellness. Within the first year, regular full-time U.S. employees are eligible for:

• 401(k) Plan: 100% match on the first 6% of contributions
• Health Benefits: Two medical plan options (including HDHP with HSA), dental, and vision insurance
• Voluntary Plans: Critical illness, accident, and hospital indemnity insurance
• Time Off: Paid vacation, sick leave, holidays, and 12 weeks of discretionary paid parental leave
• Support Resources: Access to child and adult backup care, family support programs, financial wellness tools, and emotional well-being support
• Additional Perks: Commuter benefits, tuition reimbursement, and a Lifestyle Spending Account for wellness and personal expenses

Further details on eligibility for compensation and benefits based on role will be provided during the recruitment process