Care Coordinator, Patient Services
About Krystal Bio: At Krystal Biotech, we bring together the brightest and most eager minds to relentlessly pursue the discovery, development, manufacturing, and commercialization of genetic medicines to treat diseases with high unmet medical needs.
Founded in 2016, Krystal is distinguished in three powerful ways: science and technology using our patented gene therapy platform, innovative manufacturing supported by our commercial scale facilities, and a unique commercialization model that focuses on the patient’s end to end experience.
Krystal received U.S. FDA approval for the first and only redosable gene therapy treatment, VYJUVEK®, for the treatment of Dystrophic Epidermolysis Bullosa (DEB). Krystal continues to leverage our proprietary platform to rapidly advance a robust pipeline of investigational genetic medicines in respiratory, oncology, dermatology, and ophthalmology.
Krystal is headquartered in Pittsburgh, PA which is home to our two state-of-the-art CGMP manufacturing facilities with teams around the world and satellite offices in Switzerland, Germany, and Japan. We are a company built and run by people who care, are fearless in the face of a challenge, love the work they do, and practice the highest level of scientific integrity. As we grow, we are seeking team members that embody these values.
Job Description Summary:
The Care Coordinator involves coordinating and organizing various administrative tasks to ensure the smooth and efficient delivery of services to patients. The CC will ensure the output of work meets all the key performance areas within the Patient Services team and will have accountability for the timely completion of the inbound work assigned to the regional queue.
The Care Coordinator will utilize Krystal Connect’s PJN (Patient Journey Navigator/SF Healthcloud platform) for all program operations and align activities regionally with the PAL (Patient Access Liaison) team.
The Patient Services Department is a team-oriented group focused on collaboration with both internal and external partners with the goal of achieving positive results for patients as they begin their Vyjuvek therapy journey. Furthermore, the Patient Services team aims to pinpoint and mitigate any obstacles, specifically at the individual patient case level, to guarantee continuous accessibility to Vyjuvek.
The Care Coordinator is expected to work closely with the PALs on their assigned regional caseload and facilitate the patient onboarding process. Care Coordinators are also expected to report to our Pittsburgh, PA office at least 2-3 days a week.
Specific responsibilities include but are not limited to:
- Documentation and Records Management
- Intake and processing of all inbound emails and faxes to Krystal Connect
- Qualify and assign copay cards to eligible patients for both SP and Buy/Bill patient cases
- Gather and upload approval and denial letters into PJN on the case account
- Responsible for overseeing and updating the PJN Patient therapy status, as well as tracking PA and Appeal outcomes
- Scheduling and Coordination
- Manage the follow up and resolve of cases in need of a PA reauthorization or those experiencing an insurance change with the goal to eliminate any interruptions in therapy
- Administrative Support
- Coordinate the orders for Welcome kits for each patient referral
- Coordinate the outbound faxing (Fax confirmations, PA approval notifications, PAP communications, etc.)
- Collaborate with Market Access and Operations Manager in the execution of plan level
- Client Communication
- Work emails received from specialty pharmacy and/or PAL and document in PJN any updates
- Lead Case Review calls with the SP partners and PALs. Accountability and note maintenance of the cases discussed on the calls for both Pending and Active patients At Risk of therapy interruption
- Administer the PAP and TPAP programs to include the collection of required documentation and perform evaluations of patient cases for eligibility using Krystal’s eligibility rules.
- Quality Assurance and Compliance
- Manage patient HIPAA and Marketing consents to include the coordination, collection and documentation of the consents received through the DocuSign process.
- Compliance of all HIPAA Authorization requirements
- Billing and Insurance Coordination
- Investigation of each enrolled patient case for insurance coverage/eligibility and follow up as needed for any needed missing information
- For all Buy & Bill cases, a comprehensive benefit investigation will be conducted, encompassing Prior Auth/Appeal coordination with the HCP
- Other duties as assigned
Experience and Skills Desired:
- BS/BA degree required in business/health-related field
- Experience in coordinating services and resources, such as scheduling, record-keeping, and insurance benefit determination
- Interpersonal skills to collaborate with a multidisciplinary team
- Competency in administrative tasks within workflow/case management systems
- Excellent written and oral communication and presentation skills
- The ability to manage multiple priorities, while maintaining attention to detail is critical
- Ability to prioritize tasks and resources, meet deadlines, and be flexible to changing priorities
- Excellent computer skills (Microsoft Office Suite, Project, Word, Excel, PowerPoint, Outlook, and CRM platforms)
Krystal Biotech, Inc. is an Equal Employment Opportunity and Affirmative Action Employers. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. Headhunters and recruitment agencies may not submit resumes/CVs through this Web site or directly to managers. Krystal Biotech, Inc. does not accept unsolicited headhunter and agency resumes. Krystal Biotech, Inc. will not pay fees to any third-party agency or company that does not have a signed agreement with Krystal Biotech, Inc.
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