PATIENT JOURNEY LEAD - RN

About the role

The Patient Journey Lead-RN is responsible for the daily effort of providing assistance to the program team as it pertains to the people, process, and systems. Key functional responsibility includes the ability to demonstrate a strong understanding of data, process improvement, and the overall operations of the HUB and Patient Assistance Program.

Responsibilities

• Monitor patient journey process and checkpoints in a high volume program
• Assist internal and external stakeholder by acting as an advocate, navigator for delivering detailed information regarding a program(s) and/or a patient(s), and serves as focal point for hurdles in access or affordability to medication
• Consistently exercises discretion and judgment to analyze, interpret, make deductions and then decide what actions are necessary based on the varying facts and circumstances of the program
• Evaluates program processes and recommend improvements for implementation that enhances the Program effectiveness and the speed to which patients receive commercial therapy
• Proactively monitor program activity to facilitate timely completion of tasks and meet SLA and/or KPI requirements
• Develop and audit program processes to ensure process adherence and consistency
• Provide leadership and the client with operational reporting that facilitates overall program health
• Identify trends, including repeat issues and/or inadequate corrective actions that have previously been implemented and facilitate with TC stakeholders for resolution
• Perform other duties and assignments as directed
• Identify and report pharmacovigilance information as required by client(s) (i.e., Adverse Events) – (specific to program/client requirements)
• On time adherence to training deadlines for all corporate policies and procedures governing access to confidential data
• Ensure all SOPs are followed with consistency
• Conducts miscellaneous tasks or projects as assigned

Qualifications

• Registered Nurse (RN) license
• Associate or Bachelor’s degree preferred; or a minimum of 5 years of customer service experience with progressive levels of responsibility within a service driven environment
• Excellent interpersonal skills with the ability to provide constructive feedback to both management and staff
• Proven experience analyzing, interpreting, and summarizing data and processes
• Strong analytical, problem solving, decision making, attention to detail, and time management skills
• Strong focus with demonstrated success in problem solving, teamwork, adaptability, planning, and decision making
• Basic knowledge of Market Access and the Pharmaceutical Industry
• Excellent verbal and written communication skills
• Proficiency in Microsoft Office software (Excel, PowerPoint, and Word)
• Strong planning, time management and organizational skills
• Display a high level of professionalism, integrity, and maturity

Physical Demands & Work Environment

• While performing the duties of this job, the employee is regularly required to talk or hear
• The employee is frequently required to sit for long periods of time, use hands to type, handle or feel; and reach with hands and arms
• Prefer candidates who can type at least 35 words per minute with 97% accuracy
• Although very minimal, flexibility to travel as needed is preferred
• This job operates in a professional office environment
• This role routinely uses standard office equipment such as computers, phones, photocopiers, etc.

Benefits

• Medical, dental, and vision plans, including HSA- and FSA-eligible options, with Valeris contributing toward premium costs
• Additional health support, including telehealth and Employee Assistance Program (EAP) services
• Company match on Health Savings Account contributions
• Free Basic Life and AD&D coverage equal to your annual earnings, with a minimum of $50,000 and a maximum of $300,000
• Company-paid Short-Term Disability coverage, with the option to purchase Long-Term Disability
• 401(k) Retirement Savings Plan with 100% match on the first 5% you contribute, with immediate vesting
• Paid Time Off (PTO) and Sick Leave to support work-life balance
• Team members receive nine paid holidays plus two floating holidays
• Opportunities for advancement in a company that supports personal and professional growth
• A challenging, stimulating work environment that encourages new ideas
• Work for a company that values diversity and makes deliberate efforts to create an inclusive workplace
• A mission-driven, inclusive culture where your work makes a meaningful impact