HUB Case Manager - Specialty Pharmacy
SupplyScape, Elk Grove Village, IL, United States
Every role at Orsini moves a patient closer to life-changing therapy. We partner with biopharma innovators, healthcare providers, and payers to make access simple, compassionate, and reliable - so no patient is left behind. Make your next role matter.
POSITION SUMMARY
The HUB Case Manager serves as a key liaison between patients, healthcare providers (HCPs), and the manufacturer’s patient support program (“hub”). This role ensures a seamless experience for patients starting therapy by managing enrollment, verifying documentation, and helping patients understand and access available financial support programs. Acting as the voice of the manufacturer through a dedicated phone line, the Case Manager provides empathetic, compliant, and high-quality support to patients throughout their treatment journey.
ESSENTIAL JOB DUTIES
Maintain availability to handle inbound patient and provider calls during the program’s designated operating hours, ensuring timely, professional, and empathetic support.
Conduct outbound and inbound calls to support patient onboarding, answer inquiries, and explain program benefits. Explain the overall therapy initiation process, including coordination with the manufacturer’s exclusive specialty pharmacy
Receive and process hub enrollment forms from healthcare providers. Review enrollment forms for completeness and ensure appropriate patient PHI consents are in place. Collaborate directly with HCP offices to collect any missing information or consents.
Conduct welcome calls with consented patients to explain the benefits of the manufacturer’s hub program. Communicate benefits investigation results to patients in a clear and empathetic manner, helping them understand their insurance coverage, out-of-pocket costs, and available financial support options.
Provide information to commercially insured patients about the manufacturer’s copay support program and facilitate enrollment for eligible patients. Educate patients about alternate funding sources (e.g., state Medicaid programs, healthcare exchanges, third-party charitable foundations) when applicable.
Collaborate with manufacturer reimbursement and internal pharmacy teams to ensure patients receive accurate and timely updates about their benefit status and ensure timely initiation of therapy.
Utilize established business rules to determine and approve patients for quick-start or bridge shipments when appropriate. Review and apply business rules to assess eligibility for the Patient Assistance Program (PAP).
Other duties and responsibilities as assigned
REQUIRED KNOWLEDGE, SKILLS & TRAINING
High School Diploma and 2+ years of experience in patient services, specialty pharmacy, reimbursement support, or a related healthcare field. Preference to candidates with a pharmacy technician license
Provenability to explain complex insurance or financial information to patients in an accessible and compassionate way
Excellent verbal and written communication skills with a high degree of empathy and professionalism.
Proficient in CRM systems and standard office software (e.g., Microsoft Office Suite).
Strong understanding of healthcare reimbursement processes and insurance benefit structures, including prior authorizations, benefits investigations, payer coverage dynamics, copay programs, and patient assistance resources.
Detail-oriented with strong organizational and problem-solving skills
PREFERRED KNOWLEDGE, SKILLS & TRAINING
Demonstrated ability to effectively communicate and collaborate with manufacturer field teams (e.g., Regional Access Managers, reimbursement specialists, or field nurses) to support patient access and therapy initiation.
Ability to manage multiple priorities in a fast-paced environment
Strong interpersonal and communication skills
EMPLOYEE BENEFITS
Medical Coverage, Dental, and Vision Coverage
401(k) with employer match
Accident and Critical Illness coverage
Company-paid life insurance options
Generous PTO, paid holidays, and floating holidays
Tuition reimbursement program
Hybrid work-environment
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POSITION SUMMARY
The HUB Case Manager serves as a key liaison between patients, healthcare providers (HCPs), and the manufacturer’s patient support program (“hub”). This role ensures a seamless experience for patients starting therapy by managing enrollment, verifying documentation, and helping patients understand and access available financial support programs. Acting as the voice of the manufacturer through a dedicated phone line, the Case Manager provides empathetic, compliant, and high-quality support to patients throughout their treatment journey.
ESSENTIAL JOB DUTIES
Maintain availability to handle inbound patient and provider calls during the program’s designated operating hours, ensuring timely, professional, and empathetic support.
Conduct outbound and inbound calls to support patient onboarding, answer inquiries, and explain program benefits. Explain the overall therapy initiation process, including coordination with the manufacturer’s exclusive specialty pharmacy
Receive and process hub enrollment forms from healthcare providers. Review enrollment forms for completeness and ensure appropriate patient PHI consents are in place. Collaborate directly with HCP offices to collect any missing information or consents.
Conduct welcome calls with consented patients to explain the benefits of the manufacturer’s hub program. Communicate benefits investigation results to patients in a clear and empathetic manner, helping them understand their insurance coverage, out-of-pocket costs, and available financial support options.
Provide information to commercially insured patients about the manufacturer’s copay support program and facilitate enrollment for eligible patients. Educate patients about alternate funding sources (e.g., state Medicaid programs, healthcare exchanges, third-party charitable foundations) when applicable.
Collaborate with manufacturer reimbursement and internal pharmacy teams to ensure patients receive accurate and timely updates about their benefit status and ensure timely initiation of therapy.
Utilize established business rules to determine and approve patients for quick-start or bridge shipments when appropriate. Review and apply business rules to assess eligibility for the Patient Assistance Program (PAP).
Other duties and responsibilities as assigned
REQUIRED KNOWLEDGE, SKILLS & TRAINING
High School Diploma and 2+ years of experience in patient services, specialty pharmacy, reimbursement support, or a related healthcare field. Preference to candidates with a pharmacy technician license
Provenability to explain complex insurance or financial information to patients in an accessible and compassionate way
Excellent verbal and written communication skills with a high degree of empathy and professionalism.
Proficient in CRM systems and standard office software (e.g., Microsoft Office Suite).
Strong understanding of healthcare reimbursement processes and insurance benefit structures, including prior authorizations, benefits investigations, payer coverage dynamics, copay programs, and patient assistance resources.
Detail-oriented with strong organizational and problem-solving skills
PREFERRED KNOWLEDGE, SKILLS & TRAINING
Demonstrated ability to effectively communicate and collaborate with manufacturer field teams (e.g., Regional Access Managers, reimbursement specialists, or field nurses) to support patient access and therapy initiation.
Ability to manage multiple priorities in a fast-paced environment
Strong interpersonal and communication skills
EMPLOYEE BENEFITS
Medical Coverage, Dental, and Vision Coverage
401(k) with employer match
Accident and Critical Illness coverage
Company-paid life insurance options
Generous PTO, paid holidays, and floating holidays
Tuition reimbursement program
Hybrid work-environment
#J-18808-Ljbffr