Overview
Are you an empathetic, customer-oriented person? Do you have experience with patients?
KellyConnect needs you! We’re seeking a Patient Support Specialist to work at a premier employer centrally located in Horsham, PA.
The Patient Support Specialist should be someone who is service-oriented with the ability to drive insights and operational enhancements in a dynamic environment, while remaining forward-thinking to proactively and reactively respond to patient and caregiver needs. A successful candidate must have excellent communication and critical thinking skills. This role represents a unique opportunity to directly assist patients/caregivers in close partnership with internal and external supplier partners.
The Patient Support Specialist will play a critical role in managing the day-to-day operations of the patient support program by assisting with patient/caregiver eligibility, enrollment, travel logistics and reimbursement where appropriate. To best support patients and their caregivers, the team will be set up as a contact center with operating hours of 8AM to 8PM Monday through Friday in which you will be expected to work 8.5 hour shifts within operating hours.
You must welcome the challenge of working in a highly visible role where you can meaningfully impact the health and well-being of others. You should be a motivated self-starter and quick study who approaches assignments with urgency and diligence.
Schedule/Compensation Details:
- Attractive hybrid work solution that offers the best of both worlds
- Schedule falling between 8am-8pm ET M-F with an 8.5 hr workday
- Competitive pay rate - $39
Why should you apply:
- Medical and dental benefits
- Opportunity to gain valuable experience.
- Enjoy a positive and supportive work environment.
- Paid training to ensure you have the skills & knowledge to succeed.
- Excellent "foot in the door" opportunity with a Fortune 500 client
Responsibilities
What’s a typical day as a Patient Support Specialist? You’ll be:
- Serving as the point person for a select number of patients/caregivers in supporting their treatment through an online case management system
- Responding to inquiries from patients/caregivers/sites regarding the patient support service offerings using a call guide resource
- Performing administrative functions of requesting and responding to travel and logistics, sometimes urgently since last minutes change is highly probable while staying calm and offering support to the patient/caregiver
- Validating patient travel expenditures in compliance with SOPs and provide reimbursement through third-party supplier partner
- Entering and maintaining accurate data and records into the patient management tool in compliance with the program requirements
- Following all SOPs to ensure program compliance in working with patients and capturing data requirements needed for the program
- Capturing all required elements for enrolled patients to process reimbursement and ensure compliance with the program requirements
- Proactively working with patients/caregivers showing empathy and compassion throughout their treatment plan
- Working to monitor performance and help find operational improvements in the end-to-end patient experience so that we can continue to improve our service offerings over time in support of patients
- Performing other duties as assigned
Qualifications
This job might be an outstanding fit if you:
- Have an Associates degree (B.S. or B.A. degree preferred)
- Have a minimum of 3 years of relevant experience is required, pharmaceutical/medical call center experience preferred
- Have excellent oral and written communication skills with the ability to demonstrate patient empathy and support is required, bilingual capabilities are a plus
- Have the ability to learn and work within IT platforms to document patient cases
- Can effectively collaborate in a team environment that will require you to coordinate activities and build partnerships across internal/external organizations
- Are skilled in problem-solving and using personal knowledge and any other valuable resources to work through ambiguous situations and ensure a positive customer experience
- Can demonstrate excellent care management and ability to maintain records, in accordance with the program design and compliance standards
- Are eager to take ownership, be proactive, and see patients/caregivers through their entire CAR-T journey
- Can commute for limited travel to other J&J locations for business meetings (temporarily remote)
- Are willing to flex in a dynamic fast-paced environment with changing patient/caregiver needs
- Can demonstrate excellence in communication skills in speaking with patients/caregivers in a caring manner so they feel supported throughout their treatment journey
- Can demonstrate the ability to complete tasks with a sense of urgency while adhering to SOPs and established program business rules
- Have a strong understanding of the importance of adhering to SOPs to ensure compliance throughout the process
- Have strong financial management skills to reconcile receipts for patient reimbursement
- Are a self-starter skilled in problem-solving and using personal knowledge and any other available resources to work through ambiguous situations to resolve issues for patients/caregivers and ensure their complete satisfaction
- Can exhibit excellent organizational skills with the ability to prioritize activities to address patient travel, logistics and reimbursement support needs
- Can effectively work in a team environment that will require you to coordinate activities, build partnerships across multiple stakeholders, both internally and externally
- Are an agile learner who is comfortable operating in complex environments and shielding patients/caregivers from the complexity
- Are passionate about supporting cancer patients with multiple myeloma, with the ability to translate their needs and serve as a resource for our services
NOTES:
- Must be legally authorized to work in the United States without the need for employer sponsorship, now or at any time in the future
- Must be able to be onsite 3 days per week with the option of working remotely 2 days per week (hybrid status)
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