Q&A with a Support Coordinator

Learn about Support Coordinators and how they can be an additional resource for you
Support Coordinator


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While navigating your way through different aspects of your multiple sclerosis (MS) journey, you may have questions or seek support. Our Support Coordinators are here to help. If you’re taking a Biogen treatment for relapsing MS, Support Coordinators can help answer questions and connect you with resources that may help.

Find out what Shantavia, a Support Coordinator, has to say, and find out how she can help you below:

Q: How would you describe the role of a Support Coordinator?

A: Our role as Support Coordinators goes beyond taking calls to truly answering “the call.” We are educators, troubleshooters, liaisons, cheerleaders, or at times just an empathetic ear. We have the privilege of engaging with people from all walks of life battling the same disease.

Q: What interests you about working with people living with MS?

A: The opportunity to be a part of helping patients as they choose to fight their disease, as well as understand the challenges they face in accepting their diagnosis. Being able to talk with their caregivers and let them know that we are here to help. I personally know several people living with MS and other neurological and immune-mediated diseases.

Q: What kind of things can people with MS call to ask you for help with?

A: I share general MS knowledge, and I can help people on a Biogen treatment with financial and insurance matters. I also assist in locating potential physicians and alternate sites to receive treatment.

Q: What question do you receive the most? And what is your response to it?

A: Many people call wondering if Biogen is able to help with their copay for their Biogen therapy. We can definitely explore financial assistance options to see what might be available to help you cover the cost of your medication. We would like to assist you in any way we can.

Q: What is the best piece of advice you can give somebody who is newly diagnosed?

A: Take it one day at a time. Educate yourself as much as possible about MS, and keep open communication with your physician and express any concerns.

Q: What do you love most about your job?

A: I get to be somewhat of a lifeline to patients. I help patients, or their physicians, navigate or address barriers that could potentially delay or interfere with the treatment journey.

Please keep in mind that your healthcare team is always your primary resource when it comes to your MS and your treatment.

To talk to one of our many Support Coordinators, call 1-800-456-2255. They can be reached Monday through Friday, from 8:30 AM until 8 PM ET.

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