Job Description

Call Center Nurse Case Manager (12-9p EST) (Remote)

CEC Clinical Operations

Location:

**Assigned shift: 12-9p EST**

About the Position:

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 an oral therapy for narcolepsy and idiopathic hypersomnia. The Nurse Case Manager will be responsible for utilizing professional nursing skills, ability to foster patient relationships, strong empathy, and clinical experience to provide ongoing personalized high-touch telephonic support to patients . The role will engage with patients and their caregivers to provide clinically relevant individualized education in conjunction with product support. The Nurse Case Manager will leverage their knowledge while combining technical expertise to deliver best-in-class support, customer service, and ongoing education to these unique patients and their caregivers. The Nurse Case Manager will also partner closely with cross-functional stakeholders, including Field Nurse Educators, to ensure continuity of care and escalation as appropriate across teams.

Essential Functions:

• 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 the Field Nurse Educators, HUB (Certified Pharmacy) and other key stakeholders 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 VMS Field Nurse Educator team) 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 Event Product Quality Complaint (AEPQC) reporting per VMS and client policy
• Ensure all activities are conducted in a manner that complies with all VMS, client, and industry-mandated rules and regulations.

Required Education and/or Experience:

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

Preferred Education and/ or Experience: Bachelor’s Degree

Required License and/or credential(s): Current, unrestricted RN or NP license

Required 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.
• Demonstrate experienced competency and ability to independently navigate technology using multiple platforms, computer screens, and other technical components. (Ex: virtual engagement platforms, Telephony Systems, CRM tools, Microsoft Suite)
• 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
• Ability to maintain cases and complete calls on time
• Ability to maintain compliant conversations and documentation in a high-volume role
• Ability to maintain patient confidentiality by using the headset during all conversations, maintaining a private environment for home office without distraction

Hourly Range: $38-45hr

Actual compensation/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.

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