Patient Engagement Manager

About IHTC

At the Indiana Hemophilia & Thrombosis Center (IHTC), we offer a future where people with rare blood disorders flourish. Our experts provide the highest quality comprehensive services and holistic care to patients with bleeding, clotting and other hematologic disorders, and to their families.

What You Will Do

As Patient Engagement Manager (PEM), you will be responsible for managing IHI relationships with patients, prescribing providers, health systems, manufacturer partners, and internal specialty pharmacy teams. This role ensures an exceptional end‑to‑end experience across complex therapy access, onboarding, fulfillment, adherence, and ongoing clinical support for specialty medications. The PEM acts as a strategic coordinator between pharmacy operations, clinical teams, reimbursement functions, and external stakeholders in managing complex cases in order to minimize access delays, improving patient outcomes, and maximize satisfaction and retention, while ensuring strict compliance with regulatory and accreditation standards.

The Opportunity

• Serve as the primary point of contact for patients to evaluate their prescription access issues and assess access optimization solutions available (both internally and externally) to enable faster access to prescribed treatments, including but not limited to order intake, insurance verification, and assess accessibility of alternative payer programs.
• Educate patients on IHI/IHTC pharmacy services, conducts insurance authorization and dispensation services, and verifies organizational compliance with patient choice consent designations.
• Manage the patient outreach program focused on proactive patient outreach to promote patient medication adherence, including complex patient needs related to high-cost medications, identification of side effects, urgent and routine shipment coordination, documentation of usage, maintaining home inventories and therapy changes.
• Identify pharmacy conversion opportunities and conducts outreach and education on available IHI/IHTC pharmacy services with respective patients.
• Deliver concierge coordination of medical care (including nights, weekends, after-hours) with oversight by licensed clinical team member, including patient navigation through provider changes, insurance coverage changes, medication changes, leveraging clinical knowledge and education obtained through education and/or training.
• Responsible for pharmacy patient service recovery and subsequent escalation of issues, as appropriate, including addressing and resolving any queries or concerns that patients may have about their medications/therapies or IHI/IHTC pharmacy services.
• Collect and analyze data to advise of operational risks and patient experience trends and to drive business decisions, including patient outreach program changes.
• Serve as liaison with patient advocacy organizations such as Hemophilia of Indiana, Inc. and National Bleeding Disorder Foundation to connect patients with available services, programs, and benefits.
• Maintain in-depth knowledge of IHI/IHTC pharmacy-dispensed drugs, including mechanism of action, pharmacology, side effects, and clinical trial results.
• Educate patients on benefits, dosages, and side effects of prescriptions, escalating as appropriate to a licensed pharmacist.

Requirements

• Minimum bachelor's degree in a science related field.
• 10+ years experience in pharmaceutical industry, pharmacy operations, or bleeding disorder organization.
• All IHI employees are expected to enable multi-factor authentication via their personal smart phone/smart device in order to access IHI systems as a requirement of the role.  

This position is open to residents of the State of Indiana, and requires routine presence at our Center in Indianapolis, IN. Frequency of on-site presence is dependent upon role and department needs.

Benefits

Why join our team?

The IHTC is a not-for-profit program based in Indianapolis and offers a competitive salary and benefit package.

The IHTC is the only federally designated comprehensive hemophilia program in Indiana and serves the entire state through services available in Indianapolis and at outreach clinics.

The IHTC is a leader in hemophilia care, education and clinical research and has a dedicated on-site multidisciplinary staff to ensure availability of a wide range of required services.

The IHTC participates in national and international clinical research, including new infusion products and therapies, investigation of long-term outcomes, and the impact of associated conditions. The IHTC research program provides patients access to new therapies, and an opportunity to improve care. Our center has more than 50 clinical research projects involving bleeding disorders, sickle cell disease, thrombosis and more.

The Indiana Hemophilia and Thrombosis Center is an Equal Opportunity Employer.