• Support patients with accessing treatment by educating the patient & office staff about payer access & insurance processes, including specific payer requirements for authorization. • Assist patients & office staff with finding sites of care options closer to their home and options for home dosing. • Ability to navigate office and SOC staff to identify the appropriate personnel who support the patient with coverage and access needs. • Provide education on affordability assistance options including copay assistance, patient assistance programs (PAP), and other alternative options. • Provide non-medical, educational support including what to expect when initiating therapy. • Prepare patients and help coordinate the next appointment and treatment. • Develop trusted relationships with patients and caregivers by engaging via phone, text, email, virtual or in person connections. • Follow a planned educational and support program to support patients on therapy to optimize adherence to the prescribed therapy. • Provide proactive education to large centers, community prescribers and sites of care, product procurement options and associated billing and coding requirements for product and professional services. • Work compliantly within the Krystal patient CRM/Workflow system to document case progress, complete assigned tasks, and overall case management functions with PAL responsibilities. • Other duties as assigned

Role Description Nous sommes à la recherche d’un(e) Spécialiste des services aux patients – Hub pour rejoindre notre équipe du Programme de soutien aux patients (PSP) dans le cadre d’un contrat de 12 mois. Dans ce rôle entièrement à distance, vous fournirez un soutien administratif et opérationnel afin d’assurer que les patients, les professionnels de la santé et les partenaires reçoivent un service rapide et exact. Il s’agit d’un poste de niveau débutant dans le domaine du soutien en santé, où vous contribuerez à la prestation du programme aux patients en soutenant les inscriptions, les processus de remboursement et les activités de service à la clientèle, tout en travaillant selon des procédures et des lignes directrices établies. Ce que vous ferez : - Soutenir les processus d’inscription et d’admission des patients conformément aux exigences du programme. - Répondre aux demandes entrantes et sortantes des patients et des professionnels de la santé en utilisant des scripts et des documents approuvés. - Aider à coordonner les communications entre les patients, les professionnels de la santé, les pharmacies, les assureurs et les équipes internes. - Effectuer la saisie de données et le traitement de la documentation (p. ex., formulaires d’inscription, documents de remboursement, dossiers de laboratoire ou de perfusion). - Soutenir les activités de remboursement, y compris la collecte de documents et les suivis. - Maintenir des dossiers exacts et assurer l’intégrité des données dans les systèmes. - Identifier et transmettre les problèmes non routiniers selon les processus établis. - Assurer la conformité aux normes de confidentialité, réglementaires (GxP) et du programme. - Contribuer aux niveaux de service de l’équipe en complétant les tâches de façon précise et dans les délais. Qualifications - Formation postsecondaire (diplôme collégial ou combinaison équivalente de formation et d’expérience). - Poste de niveau débutant; généralement 0 à 2 ans d’expérience pertinente en service à la clientèle, administration en santé ou centre d’appels. - Bilingue (anglais/français). - Grande attention aux détails et capacité à suivre des processus structurés. - Capacité démontrée à effectuer avec précision des tâches de saisie de données et administratives. - Maîtrise de base de l’informatique (Microsoft Office, systèmes de données/documentation). - Bonnes habiletés de communication pour gérer des demandes courantes. Requirements - Expérience dans un programme de soutien aux patients (PSP), le secteur de la santé, la pharmacie ou les assurances. - Expérience ou exposition aux processus de remboursement, de facturation ou de vérification des assurances. - Familiarité avec les systèmes CRM ou les flux de travail liés à la documentation en santé. Work Environment & Requirements - Poste principalement de type administratif nécessitant une utilisation prolongée de l’ordinateur. - Peut nécessiter la gestion de tâches administratives et de communications à volume élevé dans un environnement structuré et rapide.

• Communicate with international customers via phone and email • Retrieve and compile information as requested from records, emails, and other documents. • Support high-demand clients with urgency, professionalism, and clear follow-through in a fast-paced environment. • Perform administrative and data entry tasks, including analyzing and interpreting Microsoft Excel data and managing databases. • Review forms, data, and other information to ensure accuracy and conformance to established procedures and policies. • Verify data for accuracy, completeness, and compliance with established procedures to submit data to the federal government. • Compile and submit data to regulatory authorities in compliance with established procedures. • Assist in the development and documentation of Standard Operating Procedures (SOPs) for internal teams and client-facing services. • Collaborate with cross-functional teams to design and implement new regulatory services.

Role Description We are seeking a highly detail-oriented, proactive, and experienced Bilingual Referral Coordinator to support our growing orthopedic practice. In this role, you will be the critical link ensuring patients transition smoothly from their initial referral through to physical therapy, advanced imaging, or orthopedic surgical procedures. The ideal candidate possesses a deep administrative understanding of the insurance referral and prior authorization process, is fully bilingual in English and Spanish, and has hands-on experience in a U.S.-based medical office. Prior experience navigating the ModMed EMR platform will give you a significant advantage in this role. - Referral Processing & Tracking - Care Coordination: Process and track both incoming and outgoing referrals for orthopedic consultations, advanced imaging (MRIs, CT scans), physical therapy, and surgical procedures. - Seamless Transitions: Coordinate directly with ordering providers, specialists, and ancillary clinical facilities to ensure medical records and referral packages are successfully received. - Proactive Follow-ups: Systematically follow up on pending referrals and outstanding authorizations to prevent any clinical delays in patient care. - Insurance Verification & Prior Authorization - Coverage & Eligibility: Verify patient insurance benefits and successfully obtain prior authorizations for referred orthopedic services. - Financial Integrity: Collaborate closely with our billing team to ensure all secured authorization numbers are captured and correctly documented prior to the patient's scheduled service. - Data Accuracy: Utilize working knowledge of CPT and ICD-10 codes to submit accurate clinical authorization requests to insurance portals. - Bilingual Patient & Provider Communication - Call Management: Confidently handle a high volume of inbound and outbound phone calls from patients, medical providers, and insurance carriers. - Linguistic Support: Communicate complex referral status updates and clinical requirements to patients in both fluent English and fluent Spanish. - Patient Advocacy: Provide empathetic, clear, and professional customer service during every call to ease patient anxiety regarding their care timelines. Qualifications - Proven Experience: Minimum 2+ years of referral coordination or medical administrative experience within a U.S.-based practice. - Bilingual Fluency: Read, write, and speak fluently in both English and Spanish. - Insurance Savvy: Practical, working knowledge of insurance authorization workflows, medical portals, and the fundamental differences between major payer networks. - Clinical Coding Knowledge: Familiarity with orthopedic-specific CPT and ICD-10 diagnostic codes. - Communication & Tech Skills: Excellent written and verbal communication skills across both languages, with a highly organized approach to managing high-volume data streams. Preferred Requirements - Direct, hands-on software experience utilizing the ModMed (EMA) platform. - Prior experience working specifically in Orthopedics, Spine, Sports Medicine, Pain Management, or a related musculoskeletal surgical specialty. - Experience coordinating complex imaging authorizations (such as orthopedic MRIs or CT scans).