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Patient Support Specialist

2 months ago

Horsham, United States KellyConnect | Contact Center Solutions Full time

Overview:

As a part of the customer service team, you will support eligible cancer patients and their caregivers through their journey. We are deeply committed to providing patients/caregivers with an exceptional service experience, so they are well-positioned for treatment and to receive care.


We are looking for 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 contact center with operating hours of 7:30AM to 8PM Monday through Friday in which you will be expected to work 8.5 hour shifts within operating hours.


The team operates on a hybrid/remote schedule, working 3 days in-office, 2 days remote.


This team operates on 4-week rotation schedule; all candidates must be comfortable with rotating shifts. Example of shifts:

-- 1 Week: 7:30 AM - 4:00 PM

-- 2 Weeks: 9:00 AM - 5:30 PM

-- 1 Week: 11:30 AM - 8:00 PM


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.


Responsibilities:

  • Serve as the point person for a select number of patients/caregivers in supporting their treatment through an online case management system
  • Respond to inquiries from patients/caregivers/sites regarding the patient support service offerings using a call guide resource
  • Perform 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
  • Validate patient travel expenditures in compliance with SOPs and provide reimbursement through third-party supplier partner
  • Enter and maintain accurate data and records into the patient management tool in compliance with the program requirements
  • Follow all SOPs to ensure program compliance in working with patients and capturing data requirements needed for the program
  • Capture all required elements for enrolled patients to process reimbursement and ensure compliance with the program requirements
  • Proactively work with patients/caregivers showing empathy and compassion throughout their treatment plan
  • Work 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 patients
  • Other duties as assigned


Qualifications:

  • Associate Degree required; B.S. or B.A. degree preferred
  • A minimum of 3 years of relevant experience is required, pharmaceutical/medical call center experience preferred
  • Excellent oral and written communication skills with the ability to demonstrate patient empathy and support is required, bilingual capabilities are a plus
  • Ability to learn and work within IT platforms to document patient cases
  • Effectively collaborate in a team environment that will require you to coordinate activities and build partnerships across internal/external organizations
  • Skilled in problem-solving and using personal knowledge and any other valuable resources to work through ambiguous situations and ensure a positive customer experience
  • Demonstrates excellent care management and ability to maintain records, in accordance with the program design and compliance standards
  • Eager to take ownership, be proactive, and see patients/caregivers through their entire CAR-T journey
  • This position will be in Horsham, PA at the CAR-T contact center and may require limited travel to other locations for business meetings (temporarily remote)
  • Willingness to flex in a dynamic fast-paced environment with changing patient/caregiver needs
  • Demonstrated excellence in communication skills in speaking with patients/caregivers in caring manner so they feel supported throughout their treatment journey
  • Demonstrates ability to complete tasks with sense of urgency while adhering to SOPs and established program business rules
  • Strong understanding of the importance of adhering to SOPs to ensure compliance throughout the process
  • Strong financial management skills to reconcile receipts for patient reimbursement
  • 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
  • Exhibits excellent organizational skills with the ability to prioritize activities to address patient travel, logistics and reimbursement support needs
  • Effectively work in a team environment that will require you to coordinate activities, build partnerships across multiple stakeholders, both internally and externally
  • Agile learner who is comfortable operating in complex environments and shielding patients/caregivers from the complexity
  • Passionate about supporting cancer patients with multiple myeloma, with the ability to translate their needs and serve as a resource for our services