Non-Clinical Case Manager

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

📋 Description

• Offer virtual assistance to various stakeholders, including patients, case managers, and clinical educators through inbound and outbound calls, emails, chats, and texts.

• Exhibit strong empathy and a high level of emotional intelligence to effectively engage with patients facing complex health issues, fostering a relationship built on trust and rapport.

• Demonstrate critical thinking abilities that are vital for problem-solving, innovation, and delivering high-quality service to patients.

• Identify issues, analyze customer challenges, assess alternatives, and formulate sound conclusions and recommendations.

• Manage multiple customers, channels, requests, or tasks, with the ability to prioritize, organize, and execute them efficiently. Maintain a comprehensive knowledge base on all network initiatives, processes, resources, and materials to confidently answer patient inquiries.

• Identify and implement metrics and feedback that contribute to successful patient satisfaction.

• Exhibit proficient use of technology to ensure accurate, timely, and compliant documentation related to activities; showcasing efficiency in using systems to monitor and track activities while communicating via phone.

• Ensure that all activities are conducted in full compliance with MLS, 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 MLS compliance guidelines.

• Collaborate effectively within a team to identify collaborative opportunities and facilitate process improvements.

⛳️ Requirements

• An Associate's Degree is required, along with 2 years of experience in a pharmaceutical/healthcare patient support services setting (Bachelor's degree preferred).

• Experience in patient support within a telephonic environment, including patient assistance, reimbursement, and/or oncology experience.

• Proven track record of accountability to metrics and maintaining high work standards in a real-time contact environment.

• Advanced technological and computer skills with a working knowledge of Salesforce, Genesys, Microsoft Word, Excel, and PowerPoint.

• Demonstrate proficiency in independently navigating technology across multiple platforms, computer screens, and other technical components (e.g., Telephony Systems - Genesys, CRM - Salesforce, Microsoft Suite).

• Ability to quickly learn and retain knowledge accurately in various data entry systems.

• Maintain an optimistic, upbeat, and enthusiastic attitude during challenging and constantly changing situations.

• Highly adaptable and flexible, with the ability to prioritize multiple tasks effectively.

• Proactively identify potential issues, risks, and implementation concerns.

• Capability to multitask, organize, and prioritize in a fast-paced environment, including follow-up tasks.

• Proficient keyboarding skills with a minimum typing speed of 40 WPM.

🏝️ Benefits

• Car allowance.

• Targeted bonuses based on performance.