Case Manager
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Key skills for this role
About the Role
Gilead Sciences is seeking a Case Manager in Riyadh, Saudi Arabia to facilitate patient cases from enrollment through completion. The role involves managing communications with patients, providers, and internal teams, coordinating care, and ensuring exceptional customer experience.
Key Skills for This Role
Responsibilities
- Manage patient cases from referral to final resolution including appeal approvals
- Contact patients/caregivers to discuss copay assistance programs and retrieve documentation
- Assist customers to navigate healthcare insurance reimbursement issues
- Manage communications with patient, providers and internal team members
- Answer incoming hotline calls and field customer complaints
- Enter case data into the program system and respond to emails
- Lead coordination efforts between patients, providers, physicians, insurance companies, and patient assistance programs
- Coordinate with internal quality, supply chain and other teams to execute the process and resolve issues
Requirements
- Bachelor's degree
- Excellent communication and interpersonal skills in English and local language
- Effective problem solving, case management and customer service skills
- Strong ability to coordinate with cross functional partners
- Microsoft Excel/Word & PowerPoint and strong working knowledge of order management and information management systems
Full Job Posting
Job Description
- The Case Manager is responsible for monitoring all activities and successfully facilitating a patient’s case from enrollment to the program through case completion while providing an exceptional customer experience.
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
- Contact patients / caregivers to discuss copay assistance programs as needed
- Place follow up calls to patients / caregivers to retrieve program documentation
- Assist customers to navigate healthcare insurance reimbursement issues
- Manage communications with patient, providers and internal team members
- Constantly update the tracking system to ensure timely and smooth coordination
- Answer incoming hotline calls
- Field customer complaints and respond in a timely manner
- Enter case data into the program system
- Respond to emails and case related questions
- Participate in regular check ins and meetings with team
Experience Required
- Excellent communication and interpersonal skills (both in English and Local language)
- Effective problem solving, case management and customer service skills
- Strong ability to coordinate with both customer and non customer facing cross functional partners
- Bachelor's degree
Knowledge
- Ability to multi task across a wide variety of tactical and strategic activities
- Able to effectively manage others in accomplishing necessary tasks
- Able to influence and provide recommendations to senior management
- Ability to recognize and interpret business issues/opportunities and recommend solutions
- Excellent analytical skills with an emphasis on follow through and issue resolution
- Microsoft Excel/Word & PowerPoint and strong working knowledge of order management and information management systems
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