Care Coordinator, PSP HUB

Location: This position may be performed remotely but requires flexibility and a willingness to travel as needed. 

Position Summary 

As Care Coordinator, you are a single point of coordination for patients, caregivers & families, and healthcare providers when a Praxis therapy is prescribed, ensuring each has the clarity, support, and follow-through needed to initiate and maintain therapy. You are responsible for overseeing the management of patient cases and ensuring timely completion of related tasks throughout the full patient journey. 

As the front line of the Praxis Patient Support Program, this role owns the experience from onboarding through adherence, individualizing support to meet each patient and caregiver’s needs.  With a focus on expediting time to therapy, the Care Coordinator proactively identifies and resolves access and adherence barriers through close monitoring of the patient journey. You are an experienced patient case management professional managing a complex caseload of patients with rare and refractory CNS conditions. 

Primary Responsibilities 

• Operate with autonomy on day-to-day case decisions on caseload, with leadership review reserved for critical inflection points (denied appeals requiring escalation, adverse events, compliance issues, patient experience risk) 
• Able to independently manage difficult caregiver conversations, and non-routine access situations; share case learnings to strengthen team capability. 
• Own the end-to-end journey from enrollment through adherence, ensuring a seamless and high-touch experience for caregivers and providers  
• Serve as the primary point of contact for caregivers, patients, and healthcare providers delivering clear, timely, and empathetic communication  
• Communicate benefit investigation results and provide education on financial assistance programs 
• Coordinate benefits investigation, prior authorizations, and financial assistance in partnership with internal and external stakeholders  
• Build and maintain working relationships with senior internal and external partners (specialty pharmacy account leads, FRMs, Clinical Educators, provider office managers); adapt communication style to different stakeholder audiences. 
• Partner closely with dispensing specialty pharmacies to coordinate therapy initiation, shipment, and ongoing adherence support  
• Identify and resolve barriers to therapy access and adherence with urgency and persistence  
• Proactively monitor engagement and adherence signals, intervening early when risk emerges  
• Document all interactions accurately within Salesforce and other PSP systems, ensuring compliance and data integrity  
• Identify patterns across cases (recurring payer obstacles, specialty pharmacy bottlenecks, caregiver experience gaps) and advance recommendations to Patient Services leadership for SOP, training, or system enhancements 
• Reporting adverse drug events when communicated by patient/caregivers in accordance with pharmaceutical requirements 

What you bring: 

• Bachelor’s degree and minimum 5 years of case management experience within or supporting pharmaceutical patient support programs  
• Complete working knowledge of pharmacy benefit structures, prior authorization workflows, appeals processes, specialty pharmacy operations, and patient assistance program design. 
• Experience working with caregivers and families navigating treatment on behalf of patients  
• Hands-on experience collaborating with field-based teams (e.g., clinical educators, reimbursement managers) and specialty pharmacies  
• Proficiency with Salesforce and patient support program platforms (case management, benefits verification, adherence tracking tools)  
• Experience utilizing business rules for free goods programs and Patient Assistance Program (PAP) eligibility 
• Nurse, Medical Assistant, Social Worker or senior reimbursement specialist experience preferred 
• Experience supporting CNS therapies is strongly preferred  

How you operate: 

• Ownership: You stay accountable across the full journey—you don’t drop threads between stakeholders  
• Clarity: You translate complex processes into clear guidance and information that helps set expectations with caregivers  
• Urgency: You move quickly because delays impact therapy start and continuation  
• Follow-through: You close loops with field teams and pharmacies without being prompted  
• Empathy + Rigor: You support caregivers with empathy while staying focused on outcomes  
• Collaboration: You align multiple stakeholders without losing momentum  
• The physical and mental requirements of our roles include but are not limited to regular use of a computer, devices or other office equipment, clear communication, and occasional movement.  You'll need comfort with screen work, basic hand coordination, and focus.  Reasonable accommodations may be made to enable individuals with disabilities to perform these functions.