Jakina Overton

• Single point of contact with the Practice Support Liaison to review daily reporting and adhere to practice preferences for oncology referral processing.
• Coordinates services and provide education with internal program operations and Program Management.
• Communicate with internal stakeholders, specialty pharmacies, and customer support program personnel to provide knowledge on the patient access and reimbursement experience.
• Overcome payor hurdles by conducting benefits investigations, process prior authorizations/appeals, initiating overrides and network coordination.
• Overcome financial barriers by utilizing manufacturer, copay card and foundational assistance programs.
• Keeping consistent and accurate communication with medical doctor’s offices regarding status of oncology patient orders through management of a excel spreadsheet, phone, fax and/or email.
• Assist Market Access/Sales with onboarding presentations to new potential MID’s.
• Create SOP as new procedures and programs are newly designed.
• Process and verify monthly billing invoices for services rendered to the doctor’s offices.

· Regionally aligned as the direct point of contact to the MDO and serve as an expert on reimbursement, co-pay, foundation assistance and PAP issues and be responsible for handling patient and healthcare provider interactions

· Partner with the prescriber and patient to remove all non-clinical barriers to patient access to prescribed therapy

· Establish relationships, develop trust, and maintain rapport with patients and healthcare providers.

· Liaison between Program Management, Healthcare Providers and Manufacturer

· Confirm the accuracy of patient insurance information from the patient's profile in order to complete the insurance verification process.

· Communicate with patients and providers regarding pharmacy benefit coverage and out of pocket responsibilities.

· Facilitate prior authorization with insurance companies for customer receiving same-day shipments.

· Identify and report adverse events (AEs) and product complaints (PCs) to clinicians.

· Assist patients with obtaining co-pay assistance programs for new enrollments and verification through different foundations.

• Improved customer satisfaction by resolving complex issues promptly and professionally.
• Streamlined resolution processes with established guidelines, leading to faster outcomes and better customer satisfaction.
• Collaborated effectively with cross-functional teams to provide comprehensive solutions for clients'' concerns.
• Responds to Medicare inquiries and complaints using standard scripts and procedures.
• Process claims while assisting Pharmacy Tech with overrides.