Patient Support Specialist - Bilingual

MISSION

Mirum Pharmaceuticals is a biopharmaceutical company dedicated to transforming the treatment of rare diseases. We are passionate about advancing scientific discoveries to become important medicines for rare disease patients. We are collaborative, creative, and experienced professionals and we’re looking to augment our team with other individuals who embody our values: care, be real, get it done, and have fun, seriously.

POSITION SUMMARY – As a Patient Support Specialist, you provide inbound and outbound phone support and serve as the primary contact for patients, caregivers, and providers. You will facilitate a collaborative process that gauges, coordinates, and monitors patient need and appropriately facilitates a patient’s journey utilizing services offered through the Patient Support Program on behalf of Mirum. The primary function is to provide unparalleled customer service to patients, caregivers and providers as a dedicated contact by coordinating resources, exchanging information and ensuring appropriate delivery of support.

JOB FUNCTIONS/RESPONSIBILITIES

• Patient Support Specialists may be regionally aligned and will serve as an expert on reimbursement, co-pay, foundation assistance, patient assistance program (PAP) issues, and other forms of available support and will be responsible for handling patient and healthcare provider interactions
• Serve as an advocate to patients regarding eligibility requirements, program enrollment, reimbursement process, affordability support, and general access for Mirum prescribed therapies
• Establish relationships, develop trust, and maintain rapport with patients and healthcare providers
• Serve as direct point of contact to health care providers for ongoing support and relationship development by acquiring and delivering detailed information regarding a program and/or a patient
• Serve as a resource for patients and healthcare professionals to verify insurance coverage, reimbursement process, and general access for complex pharmaceuticals
• Evaluate program enrollment forms for data integrity and missing information
• Responsible for communicating insurance benefit investigations, prior authorization and appeal requirements, and triage cases according to program standard operating procedures
• Follow program guidelines and escalate complex cases according to program policy, SOPs, Call Guides, and other program materials.
• Working in a case management system, documenting status/background in case notes, communicating patient benefits, assisting in the PA/Appeals process and like responsibilities
• Ability to understand and explain benefits offered by all payer types including private/commercial and government (i.e., Medicare, Medicaid, VA and DOD)
• Act as an assigned liaison to customer contacts (e.g., regional contact for sales representatives), Market Access colleagues, other internal stakeholders and healthcare providers
• Maintain records in accordance with applicable standards and regulations to the programs and support offerings
• Provide unparalleled customer service while serving as a brand advocate and program representative; understands the importance of achieving quality outcomes and commit to the appropriate use of resources
• Works with the Program Supervisor, on a day-to-day basis to maintain open lines of communication and share awareness regarding patient status, prescriber feedback/satisfaction and program effectiveness
• Understand health and disease states of patients of the programs
• Maintains a high level of ethical conduct regarding confidentiality and privacy
• Help maintain team morale by consistently demonstrating positive attitude
• On time adherence to training deadlines for all corporate policies and procedures governing access to confidential data
• Ensure all SOPs are followed with consistency
• Conducts miscellaneous tasks or projects as assigned identify and report pharmacovigilance information as required, i.e., Adverse Events, and Product Quality Complaints

QUALIFICATIONS

Education/Experience:

• Bachelor’s degree preferred; or a minimum of 4 years of call center or customer service experience with progressive levels of responsibility within a service driven biopharmaceutical organization.
• Bilingual in English and Spanish is required; and experience in a healthcare setting with Spanish as a primary language preferred

Knowledge, Skills and Abilities:

• Ability to communicate effectively both orally and in writing
• Bilingual in English and Spanish required
• Knowledge of medical insurance terminology and reimbursement/insurance, healthcare billing, physician office, health insurance processing or related experience
• Excellent problem-solving and decision-making skills required
• Attention to detail and committed follow through in communication with patients, providers and internal stakeholders
• Strong organizational skills
• Willing to work in a dynamic, fast paced environment and can multi-task and adapt to change while adhering to Program Standards
• Strong interpersonal skills, ability to work both independently and as part of a team, ability to jump in and help others as needed
• Empathetic listening skills in order to interact effectively with patients and providers
• Punctual, reliable with strong attendance record
• Proficient with Microsoft products

The salary range for this position is $100,000 to $110,000 USD. Compensation will be determined based on several factors including, but not limited to; skill set, years of experience, and the employee’s geographic location. Please note that the required compensation details listed in US role postings reflect the base salary only, and do not include bonus, equity, or benefits unless otherwise provided.

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Mirum Pharmaceuticals is committed to Equal Employment Opportunity (EEO) and to compliance with all Federal, State and Local laws that prohibit employment discrimination on the basis of race, age, national origin, ethnicity, religion, gender, gender identity, pregnancy, marital status, sexual orientation, citizenship, genetic disposition or characteristics, disability, veteran’s status or any other classification protected by applicable State/Federal/Local laws.

Mirum Pharmaceuticals provides reasonable accommodation for qualified individuals with disabilities and disabled veterans in job application procedures.