RN, Patient Support Specialist – West Coast

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 the treatment process for prescribed EMD Serono products.

• Utilize professional nursing judgment and advanced insights to comprehend patient needs and pinpoint treatment obstacles.

• Provide product and disease-state education along with adherence support for patients, family members, caregivers, nurses, physicians, and pharmacists.

• Manage and support clinical cases, phone calls, and email communications.

• Leverage data and AI-driven tools alongside clinical expertise to ensure proactive, relevant, and personalized patient engagement.

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

• Modify teaching strategies to account for patients’ learning styles, health literacy, confidence, and comprehension.

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

• Record patient interactions, assessments, education, outcomes, escalations, and follow-up actions in the CRM.

• Comply with standard operating procedures, work instructions, necessary training, and certifications.

• Follow HIPAA guidelines and regulations.

• Respond within the scope of practice and refer questions that exceed this scope to prescribers.

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

• Relay relevant information, trends, and insights to stakeholders.

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

• Share insights, trends, and patient experiences to influence strategy and foster continuous improvement.

⛳️ Requirements

• Valid Registered Nurse license in good standing.

• Minimum of 5 years of experience as a Registered Nurse.

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

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

• Familiarity with adverse event reporting, patient safety processes, 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-enabled 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 is preferred.

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

• Commitment to ambitious goals and high standards is preferred.

• Ability to streamline processes, focus on impact, and adapt swiftly to change is preferred.

• Openness to new ideas, challenging the status quo, and pursuing innovative solutions is preferred.

🏝️ Benefits

• Health insurance.

• Paid time off (PTO).

• Retirement contributions.

• Additional perks.

• Position may qualify for sales or performance-based bonuses.