Non-Clinical Case Manager (11-8p EST)

About the Role

Serves as a member of the non-clinical inbound team providing support across a variety of therapeutic areas and products. Inbound support includes speaking to resources available for patients, connecting patients to resources (online or verbally), triaging to clinical support, and providing patients necessary materials post call. Works collaboratively with multiple brands and virtual clinical educator teams to provide excellent customer service to promote positive outcomes.

Responsibilities

• Provide virtual support with multiple stakeholders, including patients, case managers, and clinical educators through inbound and outbound calls, email, chat, and text.
• Demonstrate strong empathy and high emotional intelligence to engage patients with complex health conditions effectively, creating a connection built on trust and rapport.
• Exemplify strong critical thinking skills essential for problem-solving, innovation, and providing high-quality service to patients.
• Define issues, analyze customer problems, evaluate alternatives, and develop sound conclusions and recommendations.
• Manage multiple customers, channels, requests, or tasks; prioritize, organize, and execute them efficiently and effectively.
• Maintain a solid knowledge base on all network initiatives, processes, resources, and materials to answer patient questions with confidence and ease.
• Identify and apply metrics and feedback which lead to successful patient satisfaction.
• Demonstrate proficient use of technology to enable accurate, timely, and compliant documentation as it relates to activities; show efficiency in the use of systems to monitor and track activity while speaking on the phone.
• Ensure all activities are conducted and properly executed in a manner that is strictly compliant with all MLS, client, and industry-mandated rules and regulations.
• Complete AEPQC reporting and provide all communications in a compliant and timely manner.
• Handle and manage sensitive information and patients’ Personal Health Information (PHI) responsibly and within MLS compliance parameters.
• Work and communicate cohesively within a team to identify collaborative opportunities and enable process improvement.
• Other duties as assigned; responsibilities may change at any time with or without notice.

Requirements

• Associate’s Degree required and 2 years' experience in pharmaceutical/healthcare patient support services setting (Bachelor’s preferred).
• Patient support experience in a telephonic environment including patient assistance, reimbursement, and/or oncology experience.
• Experience with being held accountable to metrics and maintaining a high standard of work in a real-time contact environment.

Skills

• Advanced technology and computer skills with a working knowledge of Salesforce, Genesys, Microsoft Word, Excel, and PowerPoint.
• Demonstrate experienced competency and ability to independently navigate technology using multiple platforms, computer screens, and other technical components (e.g., Telephony Systems - Genesys, CRM - Salesforce, Microsoft Suite).
• Ability to quickly learn and accurately retain knowledge in numerous data entry systems.
• Optimistic, upbeat, and enthusiastic in times of challenge and constant change.
• Highly adaptable, flexible, and ability to prioritize multiple tasks.
• Ability to proactively identify potential issues, risks, and implementation concerns.
• Ability to multitask, organize, and prioritize in a fast-paced environment, including follow-up tasks.
• Proficiency with the Internet, including the ability to perform searches with the use of multiple screens and browser tabs.
• Proficient with keyboarding skills with a minimum typing speed of 40 WPM.

Special Position Requirements

Technical Requirements for Work from Home

• Designated workspace free from noise and other distractions.
• Dedicated Internet access with at least 100 mbps download speed and 20 mbps upload speed.
• Ability to set up MLS-provided computer equipment and connect it to the Internet via ethernet cable preferred.

• Minimal travel required (<1%).

Working Conditions

• Work is generally sedentary in nature but may require standing and walking for up to 10% of the time.
• The working environment is generally favorable. Lighting and temperature are adequate, and there are no hazardous or unpleasant conditions caused by noise, dust, etc.
• Work is generally performed within an office environment, with standard office equipment available.

Physical Requirements

• Must be able to read, write, and communicate fluently in English.
• Ability to communicate effectively (hear, listen, speak) with or without reasonable accommodations.

Pay

MLS anticipates that the base salary for this position could range from $50K to $60K, and will depend, in part, on the successful candidate’s qualifications, including education, experience, and competency for the role. Some roles may include a car allowance and eligibility to earn a targeted bonus based on company or individual performance.