Inbound Virtual Nurse Case Manager – 12-9p EST

This is a fully remote position, open to applicants in United States.

📋 Description

• Offer tailored telephonic and virtual assistance to patients undergoing complex therapies.

• Manage both inbound and outbound communications, providing omnichannel support through email, chat, and text.

• Establish trust-based relationships with patients and their caregivers by utilizing empathy and emotional intelligence.

• Deliver treatment and therapy guidance along with personalized education.

• Connect patients to additional resources and collaborate with Field Nurse Educators, HUB/Certified Pharmacy, and other stakeholders.

• Work within a POD structure to pinpoint gaps, obstacles, and opportunities for process enhancement.

• Effectively convey complex information to patients and their caregivers.

• Accurately complete patient engagements in accordance with established criteria.

• Identify barriers to adherence using a motivational interviewing framework.

• Guide patients through initiation and support processes to promote engagement with therapy.

• Collaborate with patients, brand representatives, and operational teams to ensure the success of the program.

• Provide feedback on patients, products, and industry insights to management.

• Report adverse events and product quality issues in line with MLS and client policies.

• Ensure adherence to MLS, client, and industry regulations and guidelines.

⛳️ Requirements

• An Associate’s degree in nursing coupled with experience in patient education.

• At least 2 years of experience working for or contracting with a pharmaceutical company in a call center setting.

• A current, unrestricted RN or NP license.

• Experience in neurological conditions and/or rare diseases.

• Strong clinical skills along with knowledge of medication compliance, specialty pharmacy, and motivational interviewing.

• Ability to collaborate effectively with cross-functional partners and stakeholders.

• High levels of emotional intelligence and empathy.

• Proficiency in communicating complex information clearly and empathetically.

• Competence in navigating virtual engagement platforms, telephony systems, CRM tools, Microsoft Suite, and various technical platforms.

• Advanced written and verbal communication skills, along with adept problem-solving abilities.

• Detail-oriented, highly organized, and capable of working through uncertainty.

• Ability to work independently with minimal supervision.

• Capability to manage cases and ensure timely completion of calls.

• Ability to maintain compliant conversations and documentation in a high-volume environment.

• Commitment to patient confidentiality and maintaining a distraction-free home-office setting.

• Must possess the ability to read, write, and communicate fluently in English.

• Ability to communicate effectively through hearing, listening, and speaking, with or without reasonable accommodations.

🏝️ Benefits

• Potential car allowance available for certain roles.

• Eligibility to receive a targeted bonus based on company or individual performance.

• Reasonable accommodations provided for individuals with disabilities.