Address
Form of work Title: Patient Support Specialist
Shift Timings: 9AM - 5PM
Location: Remote, includes 5% travel
JOB DESCRIPTION:
Client is a global healthcare leader that helps people live more fully at all stages of life. Our portfolio of life-changing technologies spans the spectrum of healthcare, with leading businesses and products in diagnostics, medical devices, nutritionals and branded generic medicines. Our 103,000 colleagues serve people in more than 160 countries.
JOB DESCRIPTION: Patient Support Specialist (Therapy Navigator):
At Client, we're committed to helping people live their best possible life through the power of health. For more than 125 years, we've brought new products and technologies to the world in nutrition, diagnostics, medical devices, and branded generic pharmaceuticals that create more possibilities for more people at all stages of life. Today, 99,000 of us are working to help people live not just longer, but better, in the more than 150 countries we serve.
The Role:
We are seeking an experienced Patient Support representative to join the Client Therapy Navigation Team for Client's industry-leading chronic pain and neurological disorder therapies portfolio. As a core member of this team, you will be responsible for building and developing patient relationships that will promote therapy and product support, brand loyalty, and assist the overall department in achievement of excellent customer satisfaction. This position will join a newly formed team consisting of clinical and non-clinical personnel focused on executing patient education strategies. The Therapy Navigation Team Associate will require an overall ability to develop strong relationships both internally and externally, work as a team to achieve department goals/KPIs and be a strong contributor to our mission of Patient Support.
Main Responsibilities
The Therapy Navigation Team Associate will report to Therapy Navigation Center Manager, who reports to the Division Vice President, Medical Affairs; he/she will be responsible for building a strong relationship with patients through outbound support calls.
Outbound support calls to prospective patients to educate on Client's chronic pain therapies.
Effectively and articulately gathers data, provides information, and records detailed information from support calls in CRM.
Collaborates with other internal departments to ensure a strong and positive patient experience.
Facilitates access to the appropriate treatment center, performs follow-up call with patients, and provides additional information as needed.
Ability to empathize, acknowledge and convey compassion in all call interactions.
The Therapy Navigation Team Associate assists in promoting the Client brand, increases product awareness and assists the overall organization in achieving its goals.
Maintains positive and cooperative communications and collaboration with all levels of employees, customers, contractors, and vendors.
Must comply with U. S. Food and Drug Administration (FDA) regulations, other regulatory requirements, company policies, operating procedures, processes, and task assignments.
Performs other related duties and responsibilities, as needed and/or assigned.
Qualifications
Associate Degree in Business, Communications or Science. Experience can be substituted for degree.
Must have previous inbound/outbound call center experience.
Three (3) years of sales/marketing/Patient Support experience
General Microsoft office and PC skills a must. Previous Salesforce experience a plus.
Must be able to contribute to team ideas, complete projects on a smaller scale, and assist in driving product sales.
Requires ability to contribute to the overall team direction, make recommendations, and advocate on behalf of the patient.
Ability to work in a highly matrix and geographically diverse business environment. Knowledge/ability to navigate in general PC environment.
Requires strong written and oral communication skills.
Must be able to understand technical and scientific information.
Must be able to multitask while speaking to callers and toggle between programs.
Medtech experience preferred but not required.
Strong organizational and follow-up skills, as well as strong attention to detail.
Ability to maintain regular and predictable attendance.
No travel.
Shift Timings: 9AM - 5PM
Location: Remote, includes 5% travel
JOB DESCRIPTION:
Client is a global healthcare leader that helps people live more fully at all stages of life. Our portfolio of life-changing technologies spans the spectrum of healthcare, with leading businesses and products in diagnostics, medical devices, nutritionals and branded generic medicines. Our 103,000 colleagues serve people in more than 160 countries.
JOB DESCRIPTION: Patient Support Specialist (Therapy Navigator):
At Client, we're committed to helping people live their best possible life through the power of health. For more than 125 years, we've brought new products and technologies to the world in nutrition, diagnostics, medical devices, and branded generic pharmaceuticals that create more possibilities for more people at all stages of life. Today, 99,000 of us are working to help people live not just longer, but better, in the more than 150 countries we serve.
The Role:
We are seeking an experienced Patient Support representative to join the Client Therapy Navigation Team for Client's industry-leading chronic pain and neurological disorder therapies portfolio. As a core member of this team, you will be responsible for building and developing patient relationships that will promote therapy and product support, brand loyalty, and assist the overall department in achievement of excellent customer satisfaction. This position will join a newly formed team consisting of clinical and non-clinical personnel focused on executing patient education strategies. The Therapy Navigation Team Associate will require an overall ability to develop strong relationships both internally and externally, work as a team to achieve department goals/KPIs and be a strong contributor to our mission of Patient Support.
Main Responsibilities
The Therapy Navigation Team Associate will report to Therapy Navigation Center Manager, who reports to the Division Vice President, Medical Affairs; he/she will be responsible for building a strong relationship with patients through outbound support calls.
Outbound support calls to prospective patients to educate on Client's chronic pain therapies.
Effectively and articulately gathers data, provides information, and records detailed information from support calls in CRM.
Collaborates with other internal departments to ensure a strong and positive patient experience.
Facilitates access to the appropriate treatment center, performs follow-up call with patients, and provides additional information as needed.
Ability to empathize, acknowledge and convey compassion in all call interactions.
The Therapy Navigation Team Associate assists in promoting the Client brand, increases product awareness and assists the overall organization in achieving its goals.
Maintains positive and cooperative communications and collaboration with all levels of employees, customers, contractors, and vendors.
Must comply with U. S. Food and Drug Administration (FDA) regulations, other regulatory requirements, company policies, operating procedures, processes, and task assignments.
Performs other related duties and responsibilities, as needed and/or assigned.
Qualifications
Associate Degree in Business, Communications or Science. Experience can be substituted for degree.
Must have previous inbound/outbound call center experience.
Three (3) years of sales/marketing/Patient Support experience
General Microsoft office and PC skills a must. Previous Salesforce experience a plus.
Must be able to contribute to team ideas, complete projects on a smaller scale, and assist in driving product sales.
Requires ability to contribute to the overall team direction, make recommendations, and advocate on behalf of the patient.
Ability to work in a highly matrix and geographically diverse business environment. Knowledge/ability to navigate in general PC environment.
Requires strong written and oral communication skills.
Must be able to understand technical and scientific information.
Must be able to multitask while speaking to callers and toggle between programs.
Medtech experience preferred but not required.
Strong organizational and follow-up skills, as well as strong attention to detail.
Ability to maintain regular and predictable attendance.
No travel.
