Care Coordinator

Job Description

Primary Role

Works in a highly visible, strong team environment to provide exceptional Customer Service and support on all levels. Specifically, manage incoming faxes as well as potentially incoming calls (patients, medical professionals), interpreting their specific needs, providing friendly, professional and well-informed answers to their questions and referring them to the appropriate parties when necessary. Will work with Case Managers to ensure all documents are appropriately uploaded into our CRM so that case manager can begin case work and the onboarding process for patients to access therapy. In some instances maintain relationships with sites of care (LSD) to ensure ongoing compliance with therapy. Work towards understanding reimbursement for pharmacy and medical benefits of Shire OnePath products.

Responsibilities

• Maintain all faxes that arrive at the OnePath fax number, enter all new cases and assign to appropriate parties
• Some responsibility managing phone queue for all incoming phone calls to the OnePath Phone Queue and direct callers to the appropriate parties
• Responsible for entering all new referrals into the CRM system
• Interaction with Case Management team
• As needed file AE and PC as they are reported
• Works closely with case managers to ensure that patient/family maintain access to therapy (limited)
• Responsible for compliance calls to physician’s office staff responsible for placing product orders (pharmacists, nurses etc.) to ensure timely ordering and delivery of product for scheduled infusions (product specific)
• Learn and understand major medical/pharmacy reimbursement for shire products
• Understand all of OnePath’s services and be able to explain them as needed
• Assist case management with coverage when needed

Education & Experience Requirements

• BA/BS in the life sciences or communications preferred
• 3 -5 years of customer service experience preferred

Notice to Employment / Recruitment Agents:

Employment / Recruitment agents may only submit candidates for vacancies only if they have written authorization to do so from Shire, a wholly-owned subsidiary of Takeda’s Talent Acquisition department. Any agency candidate submission may only be submitted to positions opened to the agency through the specific Agency Portal. Shire, a wholly-owned subsidiary of Takeda will only pay a fee for candidates submitted or presented where there is a fully executed contract in place between the Employment / Recruitment agents and Shire, a wholly-owned subsidiary of Takeda and only if the candidate is submitted via the Agency Portal. Candidates submitted or presented by Employment / Recruitment Agents without a fully executed contract or submitted through this site shall not be deemed to form part of any Engagement for which the Agency may claim remuneration.

Equal Employment Opportunity

Shire, a wholly-owned subsidiary of Takeda, is an Equal Opportunity Employer committed to a diverse workforce. Shire, a wholly-owned subsidiary of Takeda, will not discriminate against any worker or job applicant on the basis of race, color, religion, gender, national origin, ancestry, age, sexual orientation, marital or civil partnership status, pregnancy, gender reassignment, non-job related mental or physical disability, genetic information, veteran status, military service, application for military service, or membership in any other category protected under law.

EEO is the Law - https://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf

EEO is the Law – Supplement - https://www.dol.gov/ofccp/regs/compliance/posters/pdf/OFCCP_EEO_Supplement_Final_JRF_QA_508c.pdf

Pay Transparency Policy - https://www.dol.gov/ofccp/pdf/pay-transp_formattedESQA508c.pdf

Reasonable Accommodations

Shire, a wholly-owned subsidiary of Takeda, is committed to working with and providing reasonable accommodation to individuals with disabilities. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application process, or in order to perform the essential functions of a position, please call 484-595-8400 and let us know the nature of your request and your contact information.