Patient Support Reimbursement Specialist

Remote (must be within 2 hours of Horsham, PA) | Life Sciences 

About the Role

The Patient Support Reimbursement Specialist (PSRS) plays a critical role in supporting patients and caregivers throughout their treatment journey by managing out?of?pocket expense reimbursement processes. This role partners closely with Patient Support Specialists (PSS), Patient Support Eligibility Specialists (PSES), supervisors, and internal stakeholders to ensure eligible patients receive timely, accurate reimbursement while maintaining a compassionate, compliant experience.

This position supports patient assistance and travel programs within the Innovative Medicine portfolio and operates in a highly regulated, patient?centric environment.

Key Responsibilities

Reimbursement Management & Case Support

• Manage end?to?end reimbursement reconciliation for eligible patient and caregiver expenses.
  

• Enter and maintain accurate patient and caregiver information in Salesforce, tracking progress throughout each reimbursement submission.
  

• Review, organize, and document itemized receipts, including identification of non?reimbursable expenses.
  

• Cross?check receipts against submitted Expense Line Items and identify discrepancies or missing documentation.
  

• Verify final reimbursement amounts against established program limits.
  

• Complete and distribute Reimbursement Expense Summary Reports following supervisor approval.
  

• Manage reimbursement escalations and appeals in partnership with the PSRS Supervisor.
  

• Coordinate check requests with external reimbursement processing partners.

Patient & Caregiver Communication

• Conduct outbound calls to patients and caregivers to resolve discrepancies and request missing documentation.
  

• Provide guidance related to reimbursement status, travel dates, and expense?related questions.
  

• Maintain a professional, empathetic, and compliant communication style in every interaction.

Cross?Functional Collaboration

• Work closely with PSS and PSES team members to manage assigned cases and provide support as needed.
  

• Communicate ongoing issues, trends, and recommendations to supervisors.
  

• Triage inbound calls during high?volume periods and escalate complex cases appropriately.
  

• Support eligibility?related activities, including confirmation of travel benefits to prevent duplicative services.

Operational & Process Improvement

• Participate in quality control efforts and continuous process improvement initiatives.
  

• Assist with reimbursement workflow enhancements and Salesforce user testing.
  

• Support special projects, research, onboarding activities, and additional administrative tasks as assigned.
  

• Proactively identify gaps and recommend improvements to enhance the end?to?end patient experience.

Required Qualifications

• Strong customer service orientation with a patient?first mindset
  

• Experience in healthcare, life sciences, reimbursement, patient support, or call center environments
  

• Ability to manage multiple cases in a high?volume, detail?driven setting
  

• Proficiency with CRM systems (Salesforce preferred) and ability to navigate multiple systems simultaneously
  

• Excellent verbal and written communication skills
  

• Ability to work efficiently in a fully remote, virtual environment
  

• Demonstrated understanding of and strict adherence to HIPAA and patient privacy requirements
  

• Strong problem?solving skills with the ability to escalate appropriately following SOPs
  

• Professional and empathetic telephone etiquette

Impact

This role plays a vital part in helping patients and caregivers navigate financial and logistical aspects of care. By ensuring accurate, timely reimbursements and clear communication, the Patient Support Reimbursement Specialist helps improve access to therapy and supports a seamless, high?quality patient experience.

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