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Patient Care Liaison
2 months ago
At EVERSANA, we take pride in being recognized as a Great Place to Work globally. Our mission is to foster a healthier world through innovative solutions. Our diverse team of over 7,000 professionals is dedicated to providing next-generation commercialization services to the life sciences sector. We partner with more than 650 clients, ranging from pioneering biotech startups to well-established pharmaceutical firms. Our comprehensive offerings are designed to facilitate the introduction of groundbreaking therapies to the market and support the patients who rely on them. While our skills and talents vary, together we make a significant impact every day. Join us in our mission.
We celebrate diversity in backgrounds and experiences across our expanding organization. Enhancing patient lives worldwide is our top priority, and we seek individuals from all walks of life to help shape the future of healthcare and the life sciences industry. We believe that our people are crucial in fostering an inclusive culture that aligns with our core values. We are intentional and reflective about the type of team and culture we are cultivating. We look for team members who not only excel in their own abilities but also care deeply about EVERSANA, our colleagues, clients, and most importantly, the patients we serve. We are EVERSANA.
Position Overview
ROLE SUMMARY:
The Patient Care Liaison (PCL) serves as the primary point of contact for all patient-related programs. This role is essential in delivering an outstanding patient experience through telephone support, managing documentation, and facilitating patient onboarding. The PCL also provides secondary assistance to care teams.
KEY RESPONSIBILITIES:
Our team members are committed to achieving exceptional business outcomes through collaborative efforts. These outcomes are realized by:
- Overseeing all incoming faxes, ensuring they are uploaded to the patient database and assigned to the appropriate Care Team member.
- Making outgoing calls and receiving inbound calls as necessary, routing them appropriately; resolving patient inquiries when possible without escalation.
- Maintaining the confidentiality and integrity of protected health information in accordance with HIPAA regulations.
- Performing additional duties as assigned.
JOB EXPECTATIONS:
- Act as the first point of contact for incoming phone inquiries.
- Conduct data entry tasks, including entering and setting up new patients in the database.
- Compile and dispatch new patient packets promptly.
- Perform clerical duties such as photocopying, faxing, mailing, and filing.
- Provide support for special projects as needed.
- Assign follow-ups to the relevant team members.
- Serve as a backup for the receptionist when required.
An individual in this role must be capable of successfully performing the outlined expectations.
Qualifications
MINIMUM REQUIREMENTS:
The qualifications listed below represent the experience, education, knowledge, skills, and/or abilities required.
- High School Diploma or GED with at least 1 year of relevant experience.
- Administrative experience, including proficiency in computer-based applications (e.g., Microsoft Word, Excel, and PowerPoint).
- Strong communication, problem-solving, and customer service abilities.
- Capability to adapt and effectively manage unexpected situations.
- Ability to obtain Missouri Pharmacy Technician registration.
- Experience in customer service, telephonic communication, and clerical tasks.
The physical and mental requirements, along with the work environment characteristics described here, are representative of those encountered while performing the essential functions of this position.
This role is primarily sedentary. While performing the essential functions of this job, the employee is regularly required to sit or stand for extended periods (up to 90%). Additionally, they are frequently required to communicate verbally, type, and engage in repetitive motions, as well as reach and grasp; occasionally lifting or moving up to 25 pounds. The employee may intermittently need to stoop, crouch, push, pull, or kneel. Specific vision abilities required by this role include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
This position demands mental alertness. The employee must regularly communicate both verbally and in writing, concentrate on tasks, and retain and observe details. The employee must frequently adapt to changes, manage stress and emotions, and think analytically.
This job operates in a professional office environment. The role routinely utilizes standard office equipment. The noise level in the work environment is typically moderate, with frequent interruptions and multiple demands.
OUR CULTURAL VALUES:
Patient Focused: I prioritize the patient's best interests.
Client Satisfaction: I take ownership of every client interaction and its impact on outcomes.
Proactive: I am empowered and empower others to take immediate action.
Talent Development: I take responsibility for my growth and invest in the development of others.
Collaborative Success: I connect passionately with anyone, anywhere, anytime to achieve results.
Effective Communication: I engage in transparent, thoughtful, and timely dialogue.
Diversity and Inclusion: I foster an environment of awareness and respect.
Continuous Innovation: I approach everything I do with boldness and creativity.
Since its inception, Diversity, Equity & Inclusion have been integral to EVERSANA's success. We are an Equal Opportunity Employer, and our workforce comprises individuals with diverse strengths, experiences, and backgrounds who share a commitment to enhancing patient lives and driving innovation in the healthcare sector. Diversity encompasses not only race and gender identity but also age, disability status, veteran status, sexual orientation, religion, and many other facets of identity. Every employee's perspective is vital to our success, and fostering inclusion is a collective responsibility.
