Patient Support Specialist

Found in: Appcast US C2 - 1 week ago

Horsham, United States KellyConnect | Contact Center Solutions Full time

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 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.


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-3 days onsite/2 days remote
  • Schedule falling between 7:30am-8pm ET M-F with an 8.5 hr workday
  • Competitive pay rate - $35


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


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



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 maintain 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 patients
  • Performing other duties as assigned


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 demonstrates 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 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 caring manner so they feel supported throughout their treatment journey
  • Can demonstrate ability to complete tasks with sense of urgency while adhering to SOPs and established program business rules
  • Have 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

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