Patient Support Specialist

This is a fully remote position, open to applicants in California, +1 more state.

📋 Description

• Provide education to patients and caregivers regarding disease states, medication safety, administration, and storage through phone, video, and other approved communication methods.

• Facilitate therapy initiation and continuous patient support in collaboration with Sales, Patient Engagement, and Case Manager teams.

• Identify and address adherence challenges such as dietary fatigue, taste preferences, social influences, school/work limitations, access issues, and psychosocial factors.

• Conduct proactive follow-ups triggered by program indicators, risk factors, missed check-ins, or concerns reported by patients.

• Assist with transitions, including fostering adolescent independence and the transition to adult care teams.

• Collaborate with caregivers and healthcare providers to reinforce care plans and ensure continuity of care.

• Report urgent issues, clinical red flags, and safety concerns as per program guidelines and reporting protocols.

• Act as the PKU resource for Patient Services staff by addressing inquiries, supporting complex cases, and coaching on effective patient communication.

• Contribute to the development of PKU-specific workflows, scripts, and educational materials for patients.

• Communicate themes and insights related to adherence barriers to leadership to enhance services and patient experiences.

• Accurately document patient interactions in approved systems in a timely manner.

• Ensure compliance with HIPAA/privacy regulations and PTC Cares program standards.

• Engage in quality improvement initiatives and monitor adherence and outcomes.

⛳️ Requirements

• Bachelor’s Degree with over 5 years of experience in clinical nutrition, nursing, and/or patient counseling, demonstrating skills in adherence and behavior change support.

• Expertise as a Metabolic Dietitian or Pediatric Dietitian and/or nursing background with practical application across various life stages.

• Experience with PKU and/or inherited metabolic disorders in both pediatric and adult populations.

• Strong skills in patient education, motivational interviewing, and coaching, including delivery via video and telephone.

• Excellent interpersonal and communication abilities to engage with patients, families, and healthcare professionals.

• High competency in managing patient logistics and tracking adherence to therapy.

• Comprehensive understanding of the pharmaceutical delivery process and ability to operate compliantly within the industry.

• Proficient in Microsoft Office applications.

• Capacity to work both independently and collaboratively in a dynamic, matrixed team setting.

• Experience in rare disease patient services, hub services, specialty pharmacy, or patient support programs.

• Familiarity with EMR/CRM documentation and metrics-driven patient outreach.

• Travel requirement: Up to 50%.

• Active Dietitian or Nursing license and/or Master’s degree preferred.

• Preferred candidates will have special knowledge, skills, licenses, or certifications.

• Bilingual candidates are preferred, in alignment with the needs of the patient population.

• Ideal candidate location: U.S. West Coast (Pacific Time Zone); applicants from other regions will also be considered.

🏝️ Benefits

• Short- and long-term incentives.

• Medical plan.

• Dental plan.

• Vision plan.

• Retirement savings plan.

• Equal opportunity employment.