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Case Manager

About Pear Therapeutics: 
Pear Therapeutics is the leader in prescription digital therapeutics or PDTs. Pear aims to redefine medicine by discovering, developing, and delivering clinically validated software-based therapeutics to provide better outcomes for patients, smarter engagement and tracking tools for clinicians, and cost-effective solutions for payers. Pear has a pipeline of products and product candidates across therapeutic areas, including the first three PDTs with disease treatment claims from the FDA. Pear’s lead product, reSET®, for the treatment of substance use disorder, was the first PDT to receive marketing authorization from FDA to treat disease. Pear’s second product, reSET-O®, for the treatment of opioid use disorder, was the first PDT to receive Breakthrough Designation. Pear’s third product, Somryst™, for the treatment of chronic insomnia, was the first PDT submitted through FDA’s traditional 510(k) pathway while simultaneously reviewed through FDA’s Software Precertification Pilot Program. For more information, visit Pear at www.peartherapeutics.com. 

TEAM: 

he newly created Patient Service Center (PSC) team is critical to Pear’s mission to create a better world by pioneering software as treatment for serious disease. The PSC team will be on the frontlines assisting patients and prescribers in enrolling, navigating and supporting patient access to Pear products. This team will contribute to the design and execution of the first ever, all digital Patient Services Center and enable Pear’s evolution into a ‘Virtual Care’ model. 
POSITION: 
As a Pear Case Manager, you will be a single-point-of-contact for Pear’s customers to deliver superior customer satisfaction. The preferred hours of operation for this position is 11:30am-8pm EST, and this is an in office role. You will advance positive customer engagement, resolving issues swiftly, and managing cross-functional collaboration per organizational goals as a critical contributor to the  Patient Service Center operations team.   
 
RESPONSIBILITIES: 
  • Provide personalized and conscientious assistance to healthcare practitioners, patients and/or caregivers  
  • Build positive working relationships with healthcare practitioners and Pear field personnel while maintaining responsibility for the patient journey. Act in the best interest of patients and providers.
  • Advocate on patient’s behalf with internal and external stakeholders to resolve inquiries, troubleshoot issues and navigate healthcare insurance processes to achieve and maintain product access 
  • Streamline information to facilitate alignment with healthcare practitioner workflow and ease healthcare practitioner administrative requirements 
  • Leverage Salesforce.com CRM to manage assigned responsibilities and document all interactions in support of customers 
  • Meet quality and compliance standards for customer service 
  • Report adverse events and product quality complaints 
  • Maintain patient confidentiality in accordance with laws and regulations 
  • Adhere to Pear policies and procedures 
REQUIRED EXPERIENCE: 
  • Bachelor's degree required in social work, psychology or related degree 
  • Minimum 3 years of experience in customer-facing healthcare roles in a call-center environment 
  • Ability to work independently in a dynamic environment with minimal oversight 
  • Strong attention to detail and accuracy 
  • Proficiency in business productivity tools such as Gmail, Outlook, MS Word, MS Excel, etc. 
  • Working knowledge of healthcare terminology  
  • Ability to work in a fast-paced environment with multiple priorities 
  • You must be fully vaccinated against COVID-19 prior to your start date and must remain fully vaccinated throughout employment, including receipt of booster doses as recommended by federal, state, and/or local health authorities unless an accommodation is granted for infection-acquired immunity, medical or religious reasons in accordance with applicable law.

BONUS EXPERIENCE: 
  • Experience in HUB or patient services for a specialty or pharmaceutical manufacturer a plus 
  • Previous pharmacy technician experience is a plus.  

Equal Employment Opportunity: 
Pear Therapeutics is committed to equal opportunity in the terms and conditions of employment for all employees and job applicants without regard to race, color, religion or religious creed, ancestry, age, sex (including pregnancy, childbirth, breastfeeding, and related medical conditions), sexual orientation, gender identity or gender expression, national origin, genetic information, qualified physical or mental disability or handicap, medical condition, qualified military or veteran status, or any other basis protected by applicable law. Pear Therapeutics also follows all applicable national, state, and local laws governing nondiscrimination in employment as well as employment eligibility verification requirements of the Immigration and Nationality Act. This policy applies to all terms and conditions of employment, including hiring, placement, promotion, termination, layoff, recall, transfers, leave of absences, compensation, and training.