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Job Details

Requisition Number 18-0015
Post Date 2/2/2018
Title Patient Success Guide / Patient Support Hub
City Westlake Village
State CA
Description

MannKind is currently commercializing Afrezza® (insulin human) Inhalation Powder, the Company’s first FDA approved product, in the United States, where it is available by prescription from pharmacies nationwide. 

Our employees are our number one asset, and we continue to be a tight-knit community where each of us has a critical role in our success. Committed to diversity, at MannKind we depend on a rich blend of ideas, backgrounds, and working styles in our quest to change the world for the better.

We are currently recruiting for a Patient Success Guide within our patient support hub at our Westlake Village office.  This role will give you the ability to work directly with patients and their care providers. If this is your passion, we are looking for individuals who meet the requirements below.

Purpose

  • People living with diabetes face unique challenges managing their condition. Patients need comprehensive support from their overall care team and a single point of contact that can assist with their Afrezza® journey.
  • The Patient Success Guide will act as a single point of contact to support the patient from the time their health care provider writes a prescription for Afrezza® through successful, ongoing use.
  • Please note that this role is focused solely on providing comprehensive customer service to patients and does not involve the provision of medical advice to patients or any work, service or support on behalf of any healthcare provider(s).

Key Responsibilities/Accountabilities:

  • The Patient Success Guide will be the single point of contact for the patient, prescriber, and other health care professionals (as appropriate).  In delivering this service, the Patient Success Guide will coordinate both externally and internally to ensure the best possible outcome for the patient. This ongoing coordination will require frequent communication and coordination with all parties, including but not limited to; the patient, provider, insurers, pharmacy benefit managers, pharmacists, clinical educators, and others.
  • The Patient Success Guide will facilitate the Afrezza® journey with the patient from point of enrollment in the patient support hub service through successful use of Afrezza®.
  • The Patient Success Guide will be responsible for recognizing any potential medical questions/issues and referring the patient to their healthcare professional and/or filing product complaints and adverse event reports in response. This job does not involve the practice of nursing/medicine or the provision of any medical advice to patients.

Responsibilities include:

  • Assisting patients in understanding their treatment journey, identifying and addressing barriers to access and reimbursement, addressing patient education needs, providing resources.
  • Focus on creating the best patient experience possible – strong patient / customer service orientation.
  • Maintain current subject matter expertise of diabetes marketplace dynamics and geographical / region trends- being seen as local patient market expert both externally and internally.
  • Utilize local subject matter expertise to proactively perform trending and analysis to appropriately plan for patient needs and identify barriers and/or improvements to program including supporting the strategic planning process at MannKind.
  • Serve as single point of contact for patients throughout the care continuum of enrollment, access, reimbursement, co-pay assistance, education, resource support, addressing any needs throughout.
  • Responsible for establishing and maintaining positive working relationships with patients and key stake holders in the patient support process (physicians, office staff, practice managers, nurses, educators, pharmacists, insurers, and others).
  • Independently use judgment and decision making in addressing patient needs across their care continuum.
  • Maintain a thorough and comprehensive understanding of privacy and information security laws and recognize the critical importance of respecting patient privacy and adhering to applicable laws at all times.
  • Comply fully with all applicable laws and regulations, as well as Company policies and procedures.  MannKind takes its legal, regulatory and ethical responsibilities seriously and expects all employees to follow its comprehensive Healthcare Compliance Program.

 

Requirements

Who You Are

  • Bachelor’s degree or equivalent experience in a social service field, health education, patient navigation, or customer support.
  • A minimum of 1-2 years of healthcare experience is desired. In addition, reimbursement experience also preferred.
  • Requires problem solving, critical thinking, and decision making with high degree of autonomy and minimal structure.
  • Ability to take initiative and exercise independent judgment to support program development and success.
  • Must be able to work in a self-directed environment, with an ability to work with and lead/influence peers, team members, and partners
  • Apply insight and understanding about emotions and human responses to emotions to create and maintain positive interpersonal interactions.
  • Demonstrate interpersonal and communication skills that result in the effective exchange of information and collaboration with patients, physicians, and other health professionals while courageously advocating on behalf of the patient’s access needs.
  • Employ active listening and remain solutions-oriented in all interactions with patients, physicians, and other health professionals while delivering messaging.
  • Demonstrate understanding of health care systems operations and how patients access care and services across their care continuum. Experience in diabetes care and support a plus.
  • Proficient in all aspects of reimbursement (i.e., benefit investigations, payer reimbursement policies, regulatory and administrative rules) and understands reimbursement/funding resources and how to access these resources.
  • Requires excellent written, verbal and interpersonal communication skills
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