Job Description

The Patient Navigator will have primary responsibility/accountability for providing superior customer service during one-on-one communications with patients prescribed a specific therapy for Severe Opioid Use Disorder. Patient Navigators will speak with patients via inbound and outbound telephonic communications fostering relationships using empathy, motivational interviewing, and barrier management.

This role will engage with patients diagnosed with Opioid Use Disorder. The Patient Navigator will provide expert, individualized education pertaining to OUD and the prescribed treatment to encourage a successful initiation and adherence to therapy.

Job Duties:

The Patient Navigator will handle a variety of communications providing education related to disease, treatment, and resources to help patients manage his/her treatment journey. Patient Navigators will utilize a high level of experience with telephonic interactions including the use of soft skills, motivational interviewing, active listening, and problem-solving techniques leading to high customer satisfaction. Patient Navigators will function within the parameters of the program supported utilizing call guides and/or talking points as applicable. Patient Navigators will have experience within the pharmaceutical industry and will operate within the compliance guardrails outlined within the role. The interactions with the patients are strictly educational based. Patient Navigators will not provide medical advice or work clinically within the role.

Job 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.
• Call center hours are Monday – Friday (Shifts are 8-4:30 pm ET, 10-6:30pm ET and 11:30-8pm ET)
• 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

Education/Qualifications

Minimum Required:

• To be eligible for this position, you must reside in the same country where the job is located.
• 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

Highly Desirable/Strongly Preferred:

• 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

Shifts

• 8:00am – 4:30pm EST
• 10:00am – 6:30pm EST
• 11:30am – 8:00pm EST

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