Non-Clinical Case Manager (11-8p EST) (Remote)
**This role would be covering the hours of 11-8p EST, M-F**
About The Position...
Serves as a member of the non-clinical inbound team providing support across a variety of therapeutic areas and products. Inbound support includes speaking to resources available for patients, connecting patients to resources (online or verbally), triaging to clinical support, and providing patients necessary materials post call. Works collaboratively with multiple brands and virtual clinical educator teams to provide excellent customer service to promote positive outcomes.
Essential Functions
Provide virtual support with multiple stakeholders, including patients, case managers, and clinical educators through inbound and outbound calls, email, chat and text
Demonstrate strong empathy and high emotional intelligence to engage patients with complex health conditions effectively, creating a connection built on trust and rapport
Exemplify strong critical thinking skills essential for problem-solving, innovation, and providing high quality service to patients
Define issues, analyze customer problems, evaluate alternatives, and develop sound conclusions and recommendations
Ability to manage multiple customers, channels, requests, or tasks, able to prioritize, organize, and execute them efficiently and effectively. Maintain solid knowledge base on all network initiatives, processes, resources, and materials to answer patient questions with confidence and ease
Identify and apply metrics and feedback which lead to successful patient satisfaction
Demonstrates proficient use of technology to enable accurate, timely, and compliant documentation as it relates to activities; showing efficiency in the use of systems to monitor and track activity as applicable while speaking on phone
Ensure all activities are conducted and properly executed in a manner that is strictly compliant with all VMS, client, and industry mandated rules and regulations
Complete AEPQC reporting and provide all communications in a compliant and timely manner
Handle and manage sensitive information and patients Personal Health Information (PHI) responsibly and within VMS compliance parameters
Work and communicate cohesively within a team to identify collaborative opportunities and enable process improvement.
Other duties - This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
Required Education And/or Experience
Bachelors Degree required and 2 years' experience in pharmaceutical/healthcare patient support services setting
Patient support experience in a telephonic environment including patient assistance, reimbursement and/or oncology experience
Experience with being held accountable to metrics and maintaining a high standard of work in a real-time contact environment
Required Skills
Advanced Technology and computer skills with a working knowledge of Salesforce, Genesys, Microsoft Word, Excel, and PowerPoint.
Demonstrate experienced competency and ability to independently navigate technology using multiple platforms, computer screens, and other technical components. (Ex: Telephony Systems - Genesys, CRM - Salesforce, Microsoft Suite).
Ability to quickly learn and accurately retain knowledge in numerous data entry systems
Optimistic, upbeat, and enthusiastic in times of challenge and constant change.
Highly adaptable, flexible, and ability to prioritize multiple tasks
Ability to proactively identify potential issues, risks and implementation concerns
Ability to multitask, organize, and prioritize in a fast-paced environment, including follow-up tasks
Proficiency with the Internet, including the ability to perform searches with the use of multiple screens and browser tabs
Proficient with keyboarding skills with a minimum typing speed of 40 WPM
Special Position Requirements
Technical Requirements for Work from Home
Designated workspace free from noise and other distractions
Dedicated Internet access with at least 100 mbps download speed and 20 mbps upload speed
Ability to set up VMS-provided computer equipment and connect it to the Internet via ethernet cable preferred
Travel
Minimal travel required >1%
Working Conditions
Work is generally sedentary in nature but may require standing and walking for up to 10% of the time. The working environment is generally favorable. Lighting and temperature are adequate, and there are no hazardous or unpleasant conditions caused by noise, dust, etc. Work is generally performed within an office environment, with standard office equipment available.
Physical Requirements
Must be able to read, write, and communicate fluently in English. Ability to communicate effectively (hear, listen, speak) with or without reasonable accommodations.
Anticipated Salary Range: $50k - $60k
VMS anticipates that the base salary for this position could range from $50K to $60k, and will depend, in part, on the successful candidates qualifications, including education, experience, and competency for the role. Some roles may include car allowance and eligibility to earn targeted bonus based on company or individual performance
Apply Now
About The Position...
Serves as a member of the non-clinical inbound team providing support across a variety of therapeutic areas and products. Inbound support includes speaking to resources available for patients, connecting patients to resources (online or verbally), triaging to clinical support, and providing patients necessary materials post call. Works collaboratively with multiple brands and virtual clinical educator teams to provide excellent customer service to promote positive outcomes.
Essential Functions
Provide virtual support with multiple stakeholders, including patients, case managers, and clinical educators through inbound and outbound calls, email, chat and text
Demonstrate strong empathy and high emotional intelligence to engage patients with complex health conditions effectively, creating a connection built on trust and rapport
Exemplify strong critical thinking skills essential for problem-solving, innovation, and providing high quality service to patients
Define issues, analyze customer problems, evaluate alternatives, and develop sound conclusions and recommendations
Ability to manage multiple customers, channels, requests, or tasks, able to prioritize, organize, and execute them efficiently and effectively. Maintain solid knowledge base on all network initiatives, processes, resources, and materials to answer patient questions with confidence and ease
Identify and apply metrics and feedback which lead to successful patient satisfaction
Demonstrates proficient use of technology to enable accurate, timely, and compliant documentation as it relates to activities; showing efficiency in the use of systems to monitor and track activity as applicable while speaking on phone
Ensure all activities are conducted and properly executed in a manner that is strictly compliant with all VMS, client, and industry mandated rules and regulations
Complete AEPQC reporting and provide all communications in a compliant and timely manner
Handle and manage sensitive information and patients Personal Health Information (PHI) responsibly and within VMS compliance parameters
Work and communicate cohesively within a team to identify collaborative opportunities and enable process improvement.
Other duties - This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
Required Education And/or Experience
Bachelors Degree required and 2 years' experience in pharmaceutical/healthcare patient support services setting
Patient support experience in a telephonic environment including patient assistance, reimbursement and/or oncology experience
Experience with being held accountable to metrics and maintaining a high standard of work in a real-time contact environment
Required Skills
Advanced Technology and computer skills with a working knowledge of Salesforce, Genesys, Microsoft Word, Excel, and PowerPoint.
Demonstrate experienced competency and ability to independently navigate technology using multiple platforms, computer screens, and other technical components. (Ex: Telephony Systems - Genesys, CRM - Salesforce, Microsoft Suite).
Ability to quickly learn and accurately retain knowledge in numerous data entry systems
Optimistic, upbeat, and enthusiastic in times of challenge and constant change.
Highly adaptable, flexible, and ability to prioritize multiple tasks
Ability to proactively identify potential issues, risks and implementation concerns
Ability to multitask, organize, and prioritize in a fast-paced environment, including follow-up tasks
Proficiency with the Internet, including the ability to perform searches with the use of multiple screens and browser tabs
Proficient with keyboarding skills with a minimum typing speed of 40 WPM
Special Position Requirements
Technical Requirements for Work from Home
Designated workspace free from noise and other distractions
Dedicated Internet access with at least 100 mbps download speed and 20 mbps upload speed
Ability to set up VMS-provided computer equipment and connect it to the Internet via ethernet cable preferred
Travel
Minimal travel required >1%
Working Conditions
Work is generally sedentary in nature but may require standing and walking for up to 10% of the time. The working environment is generally favorable. Lighting and temperature are adequate, and there are no hazardous or unpleasant conditions caused by noise, dust, etc. Work is generally performed within an office environment, with standard office equipment available.
Physical Requirements
Must be able to read, write, and communicate fluently in English. Ability to communicate effectively (hear, listen, speak) with or without reasonable accommodations.
Anticipated Salary Range: $50k - $60k
VMS anticipates that the base salary for this position could range from $50K to $60k, and will depend, in part, on the successful candidates qualifications, including education, experience, and competency for the role. Some roles may include car allowance and eligibility to earn targeted bonus based on company or individual performance
Apply Now