The Patient Journey Lead-RN is responsible for the daily effort of providing assistance to the program team as it pertains to the people, process, and systems. Key functional responsibility includes the ability to demonstrate a strong understanding of data, process improvement, and the overall operations of the HUB and Patient Assistance Program.
Key Responsibilities
- Monitor patient journey process and checkpoints in a high volume program
- Assist internal and external stakeholder by acting as an advocate, navigator for delivering detailed information regarding a program(s) and/or a patient(s), and serves as focal point for hurdles in access or affordability to medication
- Consistently exercises discretion and judgment to analyze, interpret, make deductions and then decide what actions are necessary based on the varying facts and circumstances of the program
- Evaluates program processes and recommend improvements for implementation that enhances the Program effectiveness and the speed to which patients receive commercial therapy
- Proactively monitor program activity to facilitate timely completion of tasks and meet SLA and/or KPI requirements
- Develop and audit program processes to ensure process adherence and consistency
- Provide leadership and the client with operational reporting that facilitates overall program health
- Identify trends, including repeat issues and/or inadequate corrective actions that have previously been implemented and facilitate with Valeris stakeholders for resolution
- Perform other duties and assignments as directed, Identify and report pharmacovigilance information as required by client(s) (i.e., Adverse Events) – (specific to program/client requirements)
- On time adherence to training deadlines for all corporate policies and procedures governing access to confidential data
- Ensure all SOPs are followed with consistency
- Conducts miscellaneous tasks or projects as assigned
Qualifications
- Registered Nurse (RN) license
- Associate or Bachelor's degree preferred; or a minimum of 5 years of customer service experience with progressive levels of responsibility within a service driven environment
- Excellent interpersonal skills with the ability to provide constructive feedback to both management and staff
- Proven experience analyzing, interpreting, and summarizing data and processes
- Strong analytical, problem solving, decision making, attention to detail, and time management skills
- Strong focus with demonstrated success in problem solving, teamwork, adaptability, planning, and decision making
- Basic knowledge of Market Access and the Pharmaceutical Industry
- Excellent verbal and written communication skills
- Proficiency in Microsoft Office software (Excel, PowerPoint, and Word)
- Strong planning, time management and organizational skills
Physical Demands & Work Environment
- While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to sit for long periods of time, use hands to type, handle or feel; and reach with hands and arms. Prefer candidates who can type at least 35 words per minute with 97% accuracy.
- Although very minimal, flexibility to travel as needed is preferred.
- This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, etc.