Erika Ruiz Baez
Lynn,US
Summary
Experienced Patient Support Manager with in the pharmaceutical industry, specializing in case management, patient advocacy, and reimbursement support. Skilled in benefit investigations, resolving complex insurance issues, and coordinating with providers, payers, and specialty pharmacies to ensure timely therapy access. Proven ability to educate and support patients and families on treatment plans, financial assistance, and compliance—driving improved adherence and satisfaction. Strong communicator with a patient-focused approach and a commitment to accurate, HIPAA-compliant case management.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Patient Support Manager
Takeda Pharmaceuticals
02.2022 - Current
- Streamlined patient onboarding and therapy access by coordinating with providers, specialty pharmacies, and insurers, resulting in reduced delays and improved treatment initiation timelines.
- Led comprehensive benefit investigations and resolved complex reimbursement challenges, including prior authorizations, step edits, and coverage changes, ensuring uninterrupted patient access to therapy.
- Educated and counseled patients and caregivers on insurance coverage, financial assistance programs, and treatment administration, driving better adherence and patient confidence.
- Collaborated with nursing teams to facilitate in-home injection and infusion training, contributing to improved compliance and reduced support escalations.
- Maintained accurate, compliant case documentation in CRM systems, supporting efficient case resolution and enabling data-driven program enhancements.
- Delivered proactive follow-up and persistency outreach, supporting long-term therapy adherence and improving patient outcomes.
- Partnered with field teams and internal stakeholders to manage regional patient cases, enhance program efficiency, and support successful product transitions.
- Represented the company at patient meetings, medical offices, and national conferences, strengthening brand trust and promoting patient access initiatives.
- Recognized for exceptional service and professionalism in high-pressure situations, consistently resolving sensitive issues with empathy and efficiency.
Patient Insurance Educator
American Renal Associates
06.2017 - 02.2022
- Educated dialysis patients nationwide, both in person and remotely, on health insurance benefits, eligibility, and financial assistance programs.
- Acted as a liaison between patients, insurance providers, and dialysis centers to ensure timely access to insurance coverage and support.
- Guided patients through insurance applications and grant programs, ensuring regulatory compliance and accurate documentation.
- Provided continuous support and advocacy for patients, helping them navigate complex insurance systems and maintain benefit coverage.
- Collaborated with multidisciplinary teams and dialysis centers to deliver customized educational programs, enhancing patient understanding and care coordination.
- Maintained HIPAA-compliant records and monitored regulatory changes to keep educational materials and practices current.
- Improved efficiency in insurance application processing, reducing delays and enhancing patient access to care.
Education
Bachelor of Science - Management
Southern New Hampshire University
Hooksett, NH05.2026
Associate of Arts - Business Administration And Management
North Shore Community College
Danvers, MA06.2017
Skills
- Patient Advocacy
- Case Management
- Reimbursement
- Healthcare Education
- Customer Service
- Spanish
- Critical Thinking
- Problem Solving
- Compliance
- Insurance verification
- Teamwork and collaboration
- Attention to detail
- Active listening
- Communicating to patients and families
- Insurance authorizations
Certification
PACS at Prior Authorization Certified Specialist
Languages
English (Native)
Spanish (Native)
Timeline
Patient Support Manager
Takeda Pharmaceuticals
02.2022 - Current
Patient Insurance Educator
American Renal Associates
06.2017 - 02.2022
Associate of Arts - Business Administration And Management
North Shore Community College
Bachelor of Science - Management
Southern New Hampshire University