Patient Navigator / Opioid Educator

Patient Navigator / Opioid Educator

Requirements

• Bachelor’s degree in psychology or sociology or previous experience with assisting patients with persistency and adherence
• Above-average skills with technology, including ability quickly learn and accurately utilize contact center systems, CRM, and virtual platforms
• One to 2 years’ experience in remote/virtual call center providing patient education and support
• Excellent virtual interaction and customer communication skills – both written and verbal
• Provide world class Customer service
• Demonstrate flexibility, adaptability, and the ability to prioritize tasks
• Ability to work effectively through influence and collaboration
• Good judgment in managing and escalating client or project issues. Must be able to manage multiple tasks and understand contact center processes
• Excellent interpersonal skills
• Ability to identify problems, take initiative, and be solution oriented
• Ability to work independently
• Flexibility to work evenings
• Candidate must have a validated home office environment in which to work

Responsibilities

• Patient Navigators will respond to inbound calls and make scheduled outbound calls for patients and/or caregivers regarding disease state information, approved aspects of the product, product administration/adherence, and additional aspects of the program sponsor’s patient support program. Interactions and education will be conducted utilizing client approved call guides and FAQs.
• In conducting calls with patients and/or caregivers, the Patient Navigator will identify potential barriers to treatment; may utilize approved assessments or other approved techniques such as motivational interviewing to help mobilize patients to access patient services.
• Patient Navigators will use a proprietary CRM and telephony system to maintain information and track caller progress and to trigger calls, correspondence, or other activities.
• Effectively manage a caseload of patients providing timely and ongoing touch points.
• Ensure all communications and activities are conducted in a manner that is strictly compliant with all IQVIA, client and industry mandated rules and regulation, including appropriate handling and management of protected health information (PHI).
• Maintain solid knowledge of program initiatives, processes, and materials to resolve customer needs.
• Efficiently trouble shoot and triage calls escalating as needed to leadership.
• Identify and report any adverse events and product quality complaints per client approved process.
• Function as a team player with awareness of areas of improvement and recognition for both the team as a whole and individually.
• Any additional duties as assigned by program management

Preferred Qualifications

• Bachelor’s degree in Psychology or Sociology strongly preferred.
• Experience in Opioid Use Disorder
• Pharmaceutical call center experience
• Previous experience working remotely
• Experience w/ REMS programs/products