Virtual Nurse Case Manager – Neurology

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

📋 Description

• Deliver telephonic support through inbound and outbound calls, virtual meetings, and omnichannel communication via email, chat, and text.

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

• Educate and instruct patients about treatment options and therapies, connecting them with additional resources as necessary, while collaborating with various stakeholders, including Field Nurse Educators and HUB (Certified Pharmacy), to ensure patients feel supported and confident throughout their therapy journey.

• Work collaboratively within a POD structure (with the MLS Field Nurse Educator team) when applicable, to pinpoint gaps, barriers, and opportunities for enhancing processes and the overall patient experience.

• Convey complex information clearly and empathetically to patients and their caregivers.

• Complete patient engagements accurately based on the established criteria.

• Identify the underlying causes of any potential barriers that patients may encounter in adhering to their therapy through a motivational interviewing approach.

• Understand and coach patients through initiation and support processes, fostering their confidence to begin and maintain therapy.

• Ensure the program's success through collaborative partnerships with patients, brand representatives, and operational partners.

• Provide constructive feedback to your manager regarding patient insights, product experiences, and industry trends to facilitate improvements.

• Report Adverse Events and Product Quality Complaints in accordance with MLS and client policies.

• Conduct all activities in compliance with MLS, client, and industry-mandated regulations and guidelines.

⛳️ Requirements

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

• A minimum of 2 years of experience working for (or contracting with) a pharmaceutical company in a call center environment.

• Current, unrestricted RN or NP license.

• Background in neurological conditions and/or rare diseases.

• Proven ability to collaborate with various cross-functional partners and key stakeholders to optimize the patient experience.

• High emotional intelligence and the ability to demonstrate empathy to effectively support patients.

• Strong clinical skills and experience with medication compliance, specialty pharmacy knowledge, and motivational interviewing techniques.

• A desire and capability to build individualized relationships with patients throughout their journey.

• Ability to articulate complex information clearly in a manner that resonates with patients.

• An optimistic, energetic, and enthusiastic demeanor, especially during challenging and changing situations.

• Proven ability to deliver an exceptional patient experience.

• Demonstrated competency in navigating technology across multiple platforms, computer screens, and other technical components (e.g., virtual engagement platforms, Telephony Systems, CRM tools, Microsoft Suite).

• Advanced written and verbal communication skills along with effective problem-solving techniques.

• Detail-oriented, highly organized, and adept at managing ambiguity.

• Capability to work independently with minimal supervision and be self-motivated.

• Ability to manage cases and complete calls promptly.

• Skill in maintaining compliant conversations and documentation in a high-volume setting.

• Commitment to maintaining patient confidentiality by using a headset during all conversations and ensuring a distraction-free environment in the home office.

🏝️ Benefits

• Actual salary will vary based on several factors, including the candidate’s skills, experience, and suitability for the role.

• Some positions may offer a car allowance and eligibility for a targeted bonus based on company or individual performance.