Dedicated Care Coordinator

Why Patients Need You

The Inflammation and Immunology Dedicated Case Coordinator (DCC) is a non-promotional, field-based role that supports patients’ access to PDPA and VFM products when prescribed by a licensed healthcare provider. The DCC owns the continual management and progression of the patient journey — from HUB enrollment through post-fill follow-up — working directly with patients, providers, payers, HUB partners, and third-party vendors. It is a dual patient- and HCP-facing role spanning a patient journey, and the colleague in this role carries 100% ownership of every case in their assigned geography.

The DCC is a subject-matter expert on reimbursement, access, and coverage issues that can educate patients/caregivers and healthcare providers on matters relating to reimbursement, access, and coverage. The DCC will serve as the primary point of contact for patients/caregivers and healthcare providers regarding the status of their request for reimbursement support and access assistance and will also provide updates to patients/caregivers and healthcare providers on their status as appropriate.

The DCC holds end-to-end case ownership: benefits investigation and verification, prior authorization and appeals support, appointment and baseline assessment coordination, Interim Care and voucher administration, copay support, prescription triage, and scheduled post-fill follow-up.

• Own 100% of assigned cases and drive the continual management and progression of the patient journey, from HUB enrollment through post-fill follow-up

• Be the central point‑of‑contact for patients/caregivers and HCP providers regarding the status of their request for reimbursement and access support related to a patient case.

• Answer questions from patients/caregivers relating to access and coverage

• Maintain a clear understanding of the patient access journey and requirements at each stage of the process, as well as the role played by patients/caregivers and HCP providers in the process

• Support access with HCPs and opted‑in patients/caregivers who have been prescribed a PDPA OR VFM product

• Conduct the Summary of Benefits (SOB) discussion required for every HUB‑enrolled patient, reviewing both the product benefit structure, any associated cost and the baseline appointments for VFM

• Obtain all missing information on the Patient Enrollment Form (PEF) and verify the testing, voucher, and Interim Care options selected by the HCP office

• Walk the patient through out‑of‑pocket cost, deductibles, copay options, and the reimbursement program, including the impact of maximize rs and accumulators

• Verify coverage for the product and for required baseline tests across both PBM and major medical insurance for VFM

• Oversee the entire prior authorization process, including submission and verification with both the patient and the provider

• Conduct benefit investigation and verification (BI/BV) calls directly with payers and patients for patients with 3rd party restrictions

• Confirm and communicate product coverage, cost, prior authorization and appeal requirements, Interim Care program PA and Appeal deadlines, and baseline assessment tests to HCP and patient

• Schedule, reschedule and confirm patient appointments in coordination with the patient, the provider, and the vendor

• Secure the appropriate confirmation communication back from the provider (CFT)

• Coordinate compliantly with IQVIA/MDX on patient assessment tests — confirm tests are completed and reschedule where needed

• Once IC is approved, manage all Interim Care (IC) program administrative…