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

About the role

The 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
• Provide instruction and education about treatment/therapy, and connect patients with additional resources when needed while partnering with various stakeholders, such as the Field Nurse Educators, HUB (Certified Pharmacy), and others, to ensure the patient feels supported and confident from initiation through any transitions in their therapy journey
• Collaborate and work cohesively within a POD structure (with MLS Field Nurse Educator team) when applicable to identify gaps, barriers, and opportunities to improve process and overall patient experience
• 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
• Understand and 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
• Reporting Adverse Events and Product Quality Complaints per MLS and client policy
• Ensure all activities are conducted 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
• Ability to communicate clearly about complex information in a way that resonates with patients
• Optimistic, upbeat, and enthusiastic in times of challenge and constant change
• Ability to deliver outstanding patient experience
• Desire to use advanced knowledge of written and verbal communication skills and problem-solving techniques
• Detail-oriented, highly organized, and able to work through ambiguity
• Ability to work independently with minimal supervision, self-motivated
• Able to work through 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.

Pay

$38hr-42hr

Schedule

Not specified