Bilingual (Spanish) Virtual Nurse Case Manager/Neurology (12-9p EST)

About the role

The Bilingual (Spanish) Nurse Case Manager will provide ongoing contact center and virtual support as an integral part of the patient support services provided for patients prescribed complex neurological therapies. The role will engage with patients and their caregivers to provide clinically relevant individualized education in conjunction with product support.

Responsibilities

• Provide telephonic support via inbound and outbound calls, virtual calls, and omnichannel support through email, chat, and text
• Demonstrate strong empathy and high emotional intelligence to engage patients with complex health conditions effectively, creating an individual relationship-based connection built on trust and rapport
• Utilize professional nursing skills to provide ongoing personalized high-touch telephonic support to patients
• Partner with various stakeholders, such as the Field Nurse Educators, HUB (Certified Pharmacy), and others, to ensure continuity of care and escalation as appropriate across teams
• Communicate complex information effectively and empathetically to patients and their caregivers
• Accurately complete patient engagements based on provided criteria
• Identify the root cause for any potential barriers the patients experience in adhering to the therapy through a motivational interviewing model
• Coach patient initiation and support processes while encouraging patient confidence to help start and stay on therapy
• Ensure the success of the program through collaborative partnerships with patients, brand, and operational partners
• Provide your manager constructive patient feedback on the product, patient, and industry insights to enable enhancements
• Report adverse events and product quality complaints per MLS and client policy
• Conduct activities in a manner that complies with all MLS, client, and industry-mandated rules and regulations

Qualifications

• Associate’s degree in nursing with patient education experience
• Experience working for (or contracting with) a pharmaceutical company within a call center environment, for a minimum of 2 years
• Current, unrestricted RN or NP license

Skills

• Background in neurological conditions and/or rare disease
• Demonstrated ability to collaborate with numerous cross-functional partners/key stakeholders to deliver an optimized patient experience
• High emotional intelligence and ability to exhibit empathy to meet each patient where they are
• Strong clinical skills and experience with medication compliance, specialty pharmacy knowledge, and motivational interviewing
• Desire and ability to create individualized relationships with patients as they progress through their journey
• Optimistic, upbeat, and enthusiastic in times of challenge and constant change
• Ability to deliver outstanding patient experience
• Desire to independently navigate technology using multiple platforms, computer screens, and other technical components
• Advanced knowledge of written and verbal communication skills and problem-solving technique
• Detail-oriented, highly organized, and able to work through ambiguity
• Able to work independently with minimal supervision, self-motivated
• Able to maintain cases and complete calls on time
• Able to maintain compliant conversations and documentation in a high-volume role
• Able to maintain patient confidentiality by using the headset during all conversations, maintaining a private environment for home office without distraction

Benefits

Salary Range: $38hr-42hr Actual salary will vary based on a number of factors such as the candidate’s skillset, experience, and competency for the role. Some roles may include car allowance and eligibility to earn targeted bonus based on company or individual performance.