Case Manager

Overview

Specific Job Responsibilities

• Manage patient cases from the beginning of the referral to final resolution including appeal approvals in a timely fashion
• Review case upon receipt of referral to determine appropriate next steps based on defined process
• Contact patients / caregivers to discuss copay assistance programs as needed
• Place follow up calls to patients / caregivers to retrieve program documentation including but not limited to patient authorization / consent form, obtaining missing information and retrieving denial letters
• Assist customers to navigate healthcare insurance reimbursement issues through education, information and exceptional communication and to minimize coverage issues
• Manage communications with patient, providers and internal team members
• Constantly update the tracking system to ensure timely and smooth coordination for the patient and providers
• Answer incoming hotline calls (from patients, facilities, HCPs, Kite team members etc.), as needed
• Field customer complaints and respond in a timely manner
• Enter case data into the program system
• Respond to emails and case-related questions from internal and external customers that need to be addressed immediately by a case manager
• Participate in regular check-ins and meetings with team
• Lead coordination efforts between multiple parties including but not limited to patients, providers, physicians and their staff, treatment center billing departments, insurance companies and patient assistance programs
• Constantly keep physician and physician s team updated on the status of the case
• Facilitate and manage the coordination of the product and ancillary supplies needed for treatment, document and manage all communication during the process
• Ensure timelines and customer commitments are met
• Coordinate with internal quality, supply chain and other internal teams to execute the process and resolve issues
• Act as the functional expert for the Kite Konnect Hospital Portal
• Act as the interface between the Kite Pharma Account and Quality teams regarding site identification, approval and scheduling training
• Attend and assist with site visit training, customer and patient meetings