Patient Navigator

Job Description

** 3 days/week in-office required (office in South Charlotte/Ballantyne area)

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** Spanish speakers highly preferred! **

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Overview

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We’re seeking an empathetic, detail-oriented Patient Navigator to support our rare disease Patient Support Program. This role focuses on insurance and benefit verification, patient onboarding, ongoing therapy access, and administrative case management for specialty or prescription products. You will provide inbound and outbound phone support and serve as a central point of contact for consented patients, caregivers, healthcare providers (HCPs), insurance payers, specialty pharmacies, and internal commercial and market access teams. Working closely with Patient Navigators and program partners, you will help address access barriers, coordinate refill and support assistance, and maintain accurate, HIPAA-compliant records in CRM/case management systems.

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This opportunity is well suited to someone interested in healthcare administration, specialty pharmaceuticals, or patient services who brings strong communication skills, empathy, and the ability to manage multiple priorities in a fast-paced, patient-focused environment.

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Key Responsibilities

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• Make outbound calls to insurance payers to verify coverage details, prior authorizations, and out-of-pocket costs for specialty or prescription products.
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• Guide consented patients through onboarding and ongoing therapy access, tracking case notes and actions inside Customer Relationship Management (CRM) or proprietary case systems
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• Serve as the central point of contact for patients, caregivers, health care providers (HCPs), specialty pharmacies, and internal commercial/market access teams.
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• Answer incoming inquiries, address access barriers, educate callers on program rules, and coordinate refill or support assistance.
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• Maintain accurate, HIPAA-compliant patient records, document coverage summaries, and adhere to strict, protected health information (PHI) handling protocols.
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• Evaluate program enrollment forms for data integrity and missing information.
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• Follow program guidelines and escalate complex cases according to program policy, SOPs, Call Guides, and other program materials.
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• Work with the Program Supervisor to share awareness regarding patient status, prescriber feedback/satisfaction and program effectiveness.
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• Identify and report pharmacovigilance information as required (Adverse Events, Product Quality Complaints, etc.)
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Required Qualifications

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• Bachelor’s degree required (preferably in a health, scientific, or business-related field)
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• 1-2+ years in healthcare administration, specialty pharmaceuticals, or patient services-related work
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• Should be technically competent and capable of learning new software/applications quickly; experience with Salesforce CRM (Salesforce Life Sciences Cloud) is a plus
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• Familiarity with health insurance terminology, medical billing, HIPAA privacy regulations, and PHI protocols
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• Strong verbal and written communication, active listening, empathy when dealing with chronically or acutely ill patients, and multi-tasking capabilities
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Highly Preferred

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• Bilingual (English + Spanish)
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• RN or Nursing background
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• Rare disease experience
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