Description review
Case Manager, Patient Services
PTC Therapeutics, Inc. · United States · back to the listing
HR standards
56/100
needs work
Title ↔ description
71/100
solid
Reads as
Unclear
no confident match
What this role officially is
customer service representative — ESCO, the EU occupation classification
Customer service representatives handle complaints and are responsible for maintaining overall goodwill between an organisation and its customers. They manage data regarding customer satisfaction and report it.
Also known as: customer complaints handler, customer feedback representative, customer experience manager, assistant customer service representative, graduate customer service representative, information office worker
How others title the same work
Large employers
- Analista de Customer Service, Delivery Station Customer Support Amazon.com
- Bilingual Technical Customer Support, Ring, Ring Amazon.com
- Happiness Engineer – Customer Support & Success Automattic
- Support Engineer, WordPress VIP Automattic
- Cloud Support Engineer Canonical
Startups
- Customer Success Associate Aqua
- Customer Service Manager Cityfurnish
- Client Support Specialist (Healthcare Facilities - B2B) Clipboard
- Customer Support Engineer (Product / Technical Support) Cogram
What the listing never says
- 29 bullet points. Long requirement lists deter qualified candidates, who read them as hard gates. Scope clarity
- No location or timezone policy stated, so a candidate cannot tell where they may work from. Scope clarity
The listing, marked up
PTC Therapeutics is a global commercial biopharmaceutical company. For over
25 years1
our team has been deeply committed to a unified purpose: Extending life’s moments for children and adults living with a rare disease.
At PTC, we cultivate an inclusive culture where everyone feels valued, respected, and empowered. We welcome candidates from all backgrounds to join our team, fostering a strong sense of belonging.
Visit our website to learn more about our company and culture!
Site:
Job Description Summary:
The Case Manager will provide personalized assistance to patients/caregivers with complex and rare medical conditions. Reporting to the Sr Mgr, Patient Services, the Case Manager will navigate patients’ healthcare insurance, perform administrative functions, and interact with Patients, Caregivers, HCPs, Field Sales, Payers, Specialty Pharmacies, and Patient Engagement. The Case Manager will be the face of PTC to patients and internal/external customers. The Case Manager will serve as a resource to their teammates and Team Leaders.Job Description:
Responsibilities include, but are not limited to:
• Work directly with patients/caregivers to help them obtain access to PTC products.
• Quickly build positive working relationships with patients, caregivers, HCPs, patient engagement, and the sales team to collect/share appropriate information and coordinate patient care.
• Solve problems with urgency to help patients/caregivers gain access to therapy and maintain adherence.
• Communicates with internal and external stakeholders while maintaining the confidentiality of patient health information and acting in compliance with all laws and regulations and facilitating coordination of information/resources.
• Navigate the CRM system with ease and rapidly learn internal business rules and processes.
• Report Adverse Events and Product Quality Complaints.
• Adheres to PTC’s Standard Operating Procedures and Business Rules.
• Accurately interprets patient insurance, prescription, and other health-related documentation as needed.
• Responsible/Accountable for handling all aspects of patient cases and must be able to complete follow-up promptly and professionally.
• Performs clerical and administrative functions such as mailing and faxing.
• Acquire/Exhibit/Maintain subject matter expertise in the area of orphan/rare disease, including but not limited to the condition, treatment, community of patients and caregivers, activities and events offered throughout the country, etc., to ensure staff is providing the appropriate support/service (s).
• Applies subject matter expertise to drive positive patient outcomes.
Qualifications:
Bachelor’s degree with 3 to 5 years of Case Management or recognized equivalent of education and experience with orphan/rare disease biotech environment experience. Rare disease experience required.
• Case Management (or related) experience demonstrating strong problem-solving and solution skills.
• Ability to anticipate patients' needs and respond quickly, flexibly and creatively to solve problems.
• Ability to work independently and collaboratively in a team environment consisting of internal and external team members.
• Proficiency with Microsoft Office.
• Excellent verbal and written communication skills.
• Excellent organization and time management skills including the ability to support and prioritize multiple tasks.
• Ability to enter data quickly and accurately into CRM.
• Speak clearly and pleasantly.
• Active listening skills.
• Adapt to a quickly changing environment.
• Working knowledge in pharmacy billing, prior Authorization, appeals, and peer-to-peer review.
Special knowledge or skills and/or licenses or certificates preferred.
• Bilingual/Spanish Speaking is a plus.
• Pharmacy Technician.
• HCP Office Management.
• Experience working with Sales Reps.
• Case Management experience in a rare disease environment.
• Registered Dietitian License preferred but not required.
Travel requirements: Domestic: Up to 10%
Expected Base Salary Range:
$81,500 – $102,600. The base salary offered will be contingent on assessment of candidate education level, background, and experience relative to the requirements of the position they are being considered for, as well as review of internal equity.
In addition to base salary, PTC employees are also eligible for short- and long-term incentives. All eligible employees may also enroll in PTC’s medical, dental, vision, and retirement savings plans.
EEO Statement:
PTC Therapeutics is an equal opportunity employer. We welcome applications from all individuals, regardless of race, color, national origin, gender, age, physical characteristics, social origin, disability, religion, family status, pregnancy, sexual orientation, gender identity, gender expression, disability, veteran status or any unlawful criterion under applicable law. We are committed to treating all applicants fairly and avoiding discrimination.
Click here to return to the careers page
Originally posted on Himalayas
At PTC, we cultivate an inclusive culture where everyone feels valued, respected, and empowered. We welcome candidates from all backgrounds to join our team, fostering a strong sense of belonging.
Visit our website to learn more about our company and culture!
Site:
Job Description Summary:
The Case Manager will provide personalized assistance to patients/caregivers with complex and rare medical conditions. Reporting to the Sr Mgr, Patient Services, the Case Manager will navigate patients’ healthcare insurance, perform administrative functions, and interact with Patients, Caregivers, HCPs, Field Sales, Payers, Specialty Pharmacies, and Patient Engagement. The Case Manager will be the face of PTC to patients and internal/external customers. The Case Manager will serve as a resource to their teammates and Team Leaders.Job Description:
Responsibilities include, but are not limited to:
• Work directly with patients/caregivers to help them obtain access to PTC products.
• Quickly build positive working relationships with patients, caregivers, HCPs, patient engagement, and the sales team to collect/share appropriate information and coordinate patient care.
• Solve problems with urgency to help patients/caregivers gain access to therapy and maintain adherence.
• Communicates with internal and external stakeholders while maintaining the confidentiality of patient health information and acting in compliance with all laws and regulations and facilitating coordination of information/resources.
• Navigate the CRM system with ease and rapidly learn internal business rules and processes.
• Report Adverse Events and Product Quality Complaints.
• Adheres to PTC’s Standard Operating Procedures and Business Rules.
• Accurately interprets patient insurance, prescription, and other health-related documentation as needed.
• Responsible/Accountable for handling all aspects of patient cases and must be able to complete follow-up promptly and professionally.
• Performs clerical and administrative functions such as mailing and faxing.
• Acquire/Exhibit/Maintain subject matter expertise in the area of orphan/rare disease, including but not limited to the condition, treatment, community of patients and caregivers, activities and events offered throughout the country, etc., to ensure staff is providing the appropriate support/service (s).
• Applies subject matter expertise to drive positive patient outcomes.
Qualifications:
Bachelor’s degree with 3 to 5 years of Case Management or recognized equivalent of education and experience with orphan/rare disease biotech environment experience. Rare disease experience required.
• Case Management (or related) experience demonstrating strong problem-solving and solution skills.
• Ability to anticipate patients' needs and respond quickly, flexibly and creatively to solve problems.
• Ability to work independently and collaboratively in a team environment consisting of internal and external team members.
• Proficiency with Microsoft Office.
• Excellent verbal and written communication skills.
• Excellent organization and time management skills including the ability to support and prioritize multiple tasks.
• Ability to enter data quickly and accurately into CRM.
• Speak clearly and pleasantly.
• Active listening skills.
• Adapt to a quickly changing environment.
• Working knowledge in pharmacy billing, prior Authorization, appeals, and peer-to-peer review.
Special knowledge or skills and/or licenses or certificates preferred.
• Bilingual/Spanish Speaking is a plus.
• Pharmacy Technician.
• HCP Office Management.
• Experience working with Sales Reps.
• Case Management experience in a rare disease environment.
• Registered Dietitian License preferred but not required.
Travel requirements: Domestic: Up to 10%
Expected Base Salary Range:
$81,500 – $102,600. The base salary offered will be contingent on assessment of candidate education level, background, and experience relative to the requirements of the position they are being considered for, as well as review of internal equity.
In addition to base salary, PTC employees are also eligible for short- and long-term incentives. All eligible employees may also enroll in PTC’s medical, dental, vision, and retirement savings plans.
EEO Statement:
PTC Therapeutics is an equal opportunity employer. We welcome applications from all individuals, regardless of race, color, national origin, gender, age, physical characteristics, social origin, disability, religion, family status, pregnancy, sexual orientation, gender identity, gender expression, disability, veteran status or any unlawful criterion under applicable law. We are committed to treating all applicants fairly and avoiding discrimination.
Click here to return to the careers page
Originally posted on Himalayas