Senior Patient Experience Liaison - New Orleans

Position Summary

Otsuka America Pharmaceutical, Inc. has launched a new customer engagement approach designed to better deliver on patient, caregiver and HCP needs in an evolving healthcare environment. The new model is built around where patients get their care—locally, with the intent to better serve patients, caregivers, and healthcare providers, delivering a higher quality experience that ultimately is focused on improving patient care.

Sr. Patient Education Liaison (Sr. PEL) is responsible for providing disease state and product-related education and training to external stakeholders, inclusive of healthcare providers, patients, caregivers, families and others. The Sr. PEL is responsible for problem solving, issue resolution, and providing access recommendations to patients, caregivers, and other pertinent stakeholders. They are also responsible for the presentation of educational resources, including disease state and management tools along with healthcare provider resources to patients, caregivers, local advocacy organizations, and others as required. The Sr. PEL will report to the Regional Patient Lead (RPL).

Key Job Responsibilities :

• Leads education efforts of REMS enrollment requirements and disease- oriented medication management to patients and caregivers.

• Supports patients and caregivers through access challenges.

• Works to develop need based programs and collaborates with internal

  stakeholders regarding disease state awareness.

• Leads regional matrix effort to support disease-oriented medication

  management and support to patients, their families/caregivers, and

  others.

• Execution of all patient education initiatives to ensure exceptional

  stakeholder experience and appropriate, compliant, operational excellence.

• Implementation of optimal patient support activities and ongoing assessment of suitability of those activities in compliance with good governance that aligns with corporate guidelines.

• Recognize future patient and HCP engagement challenges and translate them into local solutions.

• Works across cross functional Matrix teams to build and maintain accurate case plans for patients.

• Act as the patient-facing expert regarding Otsuka’s patient journey and the liaison for all Otsuka matrix team members involved in the process.

• Develop and offer solutions to the patient or caregiver, when necessary, that may also include how families can best connect to available resources.

• Build appropriate disease network/relationships through local affiliate groups, related events, and attending national conferences.

• Obtain the consent for each patient and/or caregiver interaction and accurately record in CRM ensuring compliance

• Responsible for balancing Stakeholder engagement, instilling trust and communicating effectively.

• Ensure all field patient education activities are compliant with all applicable laws, regulations and guidance with OAPI policy and procedures

• Live the culture: Act as a role model for Otsuka and the Patient Engagement & Customer Operations division

Qualifications/ Required

Knowledge/ Experience and Skills:

• 5+ years of experience in Pharmaceutical/Biotech or healthcare experience

• Deep knowledge of patient support programs, billing and medical claims process and personnel in various

  healthcare settings including, but not limited to, community health centers, hospitals, physician offices and

  infusion centers

• Relative experience with injectable products acquired through the medical benefit

• Expertise in the US Healthcare and reimbursement system

• Capacity to understand and communicate about insurance coverage, medication benefit verification, prior

  authorization, and the process of reimbursement across various sites of care

• Capacity to understand and communicate about medication reimbursement issues form a patient and provider

  perspective, with an ability to effectively interact and navigate within various sites of care (physician office,

  hospital, pharmacy, etc.)

• Strong understanding of industry legal, regulatory, and compliance landscape

• Strong collaboration and communication skills, both verbal and written

Physical Demands and Work Environment

Travel (approximately 25**%)**

Educational Qualifications

Bachelor’s/ Master’s degree, Licensed Healthcare Professional with a valid clinical license required. A clinical licensure is defined as a Clinical Nursing Degree (RN minimum) or Pharmacist (RPh minimum).

Come discover more about Otsuka and our benefit offerings; https://www.otsuka-us.com/careers-join-otsuka.

Disclaimer: 

This job description is intended to describe the general nature and level of the work being performed by the people assigned to this position. It is not intended to include every job duty and responsibility specific to the position. Otsuka reserves the right to amend and change responsibilities to meet business and organizational needs as necessary.

Otsuka is an equal opportunity employer. All qualified applicants are encouraged to apply and will receive consideration for employment without regard to their protected veteran or disabled status, or any protected status.

Valid Proof of COVID-19 Vaccination or Accommodation

The COVID-19 Vaccination is mandatory for incoming new hires and employees. Uploading documentation with proof of full vaccination record or an Otsuka approved accommodation will be required during the pre-employment process as permitted by law. New hires must be fully vaccinated unless there is an approved accommodation prior to start date.

Statement Regarding Job Recruiting Fraud Scams

At Otsuka we take security and protection of your personal information very seriously. Please be aware individuals may approach you and falsely present themselves as our employees or representatives.  They may use this false pretense to try to gain access to your personal information or acquire money from you by offering fictitious employment opportunities purportedly on our behalf.

Please understand, Otsuka will never ask for financial information of any kind or for payment of money during the job application process. We do not require any financial, credit card or bank account information and/or any payment of any kind to be considered for employment. We will also not offer you money to buy equipment, software, or for any other purpose during the job application process. If you are being asked to pay or offered money for equipment fees or some other application processing fee, even if claimed you will be reimbursed, this is not Otsuka. These claims are fraudulent and you are strongly advised to exercise caution when you receive such an offer of employment.

Otsuka will also never ask you to download a third-party application in order to communicate about a legitimate job opportunity. Scammers may also send offers or claims from a fake email address or from Yahoo, Gmail, Hotmail, etc, and not from an official Otsuka email address. Please take extra caution while examining such an email address, as the scammers may misspell an official Otsuka email address and use a slightly modified version duplicating letters.

To ensure that you are communicating about a legitimate job opportunity at Otsuka, please only deal directly with Otsuka through its official Otsuka Career website https://vhr-otsuka.wd1.myworkdayjobs.com/en-US/External.

Otsuka will not be held liable or responsible for any claims, losses, damages or expenses resulting from job recruiting scams. If you suspect a position is fraudulent, please contact Otsuka’s call center at: 800-363-5670. If you believe you are the victim of fraud resulting from a job recruiting scam, please contact the FBI through the Internet Crime Complaint Center at: https://www.ic3.gov,  or your local authorities.