Biologics Coordinator

Multi-site Dermatology Group Seeks Patient Support Biologics Representative - Portsmouth, NH

Optima Dermatology is recruiting a Patient Support Biologics Representative to join our Practice Support Center, based in Portsmouth, NH.

Founded by a team of board-certified dermatologists and healthcare leaders, Optima Dermatology & Medical Aesthetics is a network of practices dedicated to medical dermatology, Mohs surgery, aesthetics, and clinical research. With practices throughout Indiana, Ohio, New Hampshire, and Maine, we are committed to increasing access to expert dermatology care and delivering an unparalleled patient experience. Our family of practices include Optima Dermatology, Optima Research, Advanced Dermatology and Skin Cancer Center, The Dermatology Center of Indiana, The Indiana Clinical Trials Center, and The Indiana Skin Cancer Center.

Optima Dermatology & Medical Aesthetics is revolutionizing skin care. Our mission centers on creating greater access to expert dermatology care and delivering an unparalleled patient experience. With a focus on excellence and innovation, our world class team is highly engaged, mission-driven, and inspired to set the new standard in dermatology. Our guiding principle is to treat each and every patient as we would want our friends and family to be treated, and we are committed to being your trusted experts in all aspects of skin care.

A Biologics Coordinator on the Patient Services team is responsible for providing world-class customer service to all callers, Optima Dermatology patients and community members. They are responsible for building strong relationships, communicating effectively, and performing at a high level consistently to support assigned practices. Utilizing multiple systems and leveraging technology, they address all Biologics new starts, reauthorizations, appeals, denials, and other requests from our practices.

They will work as a team with the medical assistants to support patient/caller needs within their scope. They will communicate updates with the provider, office staff, patients, specialty pharmacies, and pharmaceutical companies/hub vendors. They provide detailed information regarding status updates on biologics, support patients throughout the process, maintain communication with all parties, and plan for continued support, while maintaining compliance.

A Biologics Coordinator maintains active involvement in the industry and keeps the organization informed of updates and programs. They also stay up to date with our Clinical Research Trials and will refer potential patients that may be candidates for trials.

• Answer Biologics incoming calls and voicemails to practices and direct patients as needed
• Process all new starts, and existing prior authorizations, appeals, etc.
• Educate patients on next steps for therapy, both after approval and denials
• Assist patients in getting enrolled in PAP programs
• Work with specialty pharmacies and hub vendors
• Send and refill prescriptions to specialty pharmacies
• Review medical history and counsel patients regarding their clinical status and needs
• Assist patients in staying compliant with biologic medication
• Knowledgeable of all biologics and each assistance program
• Provide patient instructions verbally or in writing when necessary for Biologics
• Demonstrate effective call handling, including upset/dissatisfied customers
• Manage calls in an organized manner, troubleshooting issues and actively problem solving
• Perform at high levels in listening skills and problem analysis
• Work collaboratively with staff across service lines
• Display in-depth knowledge of all departments at Summit
• Follow all HIPAA guidelines and comply with annual training
• Demonstrate an awareness and sensitivity towards patient/family rights
• Comply with departmental standards regarding training, professional development, communication, management of workload, and safety/emergency situations
• Perform job duties at high levels using computer-based scheduling programs
• Other duties as assigned

• Medical experience/two years’ experience with biologics
• Excellent verbal and written communication skills, including but not limited to use of proper grammar and phone etiquette
• Strong interpersonal skills; must be able to work with a team and receive constructive feedback
• Excellent active listening skills and problem-solving ability
• Must be able to maintain composure and professionalism even during high stress situations
• Proficiency in Microsoft Office programs