RN, Patient Support Specialist

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

📋 Description

• Deliver personalized clinical education, product training, and continuous support to patients and caregivers throughout their treatment journey.

• Act as a reliable clinical resource by utilizing professional nursing judgment to comprehend patient needs and pinpoint treatment obstacles.

• Provide education on products and disease states, as well as adherence support across various therapeutic areas.

• Manage and support clinical cases, including calls and emails.

• Leverage data and AI-enabled tools along with clinical expertise to ensure proactive, relevant, and individualized engagement with patients.

• Identify barriers to treatment initiation, adherence, persistence, or confidence, and customize interventions accordingly.

• Modify teaching approaches based on the patient's learning preferences, health literacy, confidence levels, and comprehension.

• Recognize and escalate adverse events, product complaints, safety issues, and other reportable information.

• Maintain accurate documentation of patient interactions, assessments, education, outcomes, escalations, and follow-up actions within the CRM system.

• Follow established standard operating procedures, work instructions, required training, and certifications.

• Comply with HIPAA guidelines and regulations.

• Address patient inquiries within the scope of practice and direct out-of-scope concerns to prescribers.

• Collaborate with healthcare providers, Hub colleagues, and cross-functional partners.

• Share pertinent information, trends, and insights with stakeholders.

• Contribute nursing expertise to enhance patient support materials, workflows, and service delivery.

• Share insights, trends, and patient feedback to inform strategy and foster continuous improvement.

⛳️ Requirements

• Active Registered Nurse license in good standing.

• Over 5 years of experience as a Registered Nurse.

• External candidates must be authorized to work in the US.

• Experience in supporting patient support programs, reimbursement services, or healthcare contact center operations is preferred.

• Familiarity with adverse event reporting, patient safety protocols, and relevant healthcare regulations is preferred.

• Training or experience in motivational interviewing, health coaching, and patient education is preferred.

• Knowledge of AI-enabled tools, data-driven patient engagement, or technology-enhanced healthcare is preferred.

• Proficiency in Spanish is preferred.

• Strong communication, organizational, and interpersonal skills are preferred.

• Ability to work collaboratively across functions and share information transparently to build trust, encourage constructive discussions, and ensure a shared commitment to outcomes is preferred.

• A demonstrated willingness to take risks and advocate for what is right while prioritizing customers and patients is preferred.

• A commitment to setting and achieving ambitious goals and proactively driving results is preferred.

• Capability to streamline processes, create impact, and quickly adapt to changes is preferred.

• Openness to new ideas, challenging the status quo, and seeking innovative solutions while appreciating diverse perspectives is preferred.

🏝️ Benefits

• Health insurance.

• Paid time off (PTO).

• Retirement contributions.

• Additional perks.

• The position may qualify for sales or performance-based bonuses.