CANDIDATE MUST BE LOCAL TO JEFFERSONVILLE, IN HQ
The Patient Support Nurse is a blended role to 1) facilitate a successful patient journey to and while on therapy by providing care coordination, education, and psychosocial support, 2) provide medication and disease state education, and 3) provide clinical feedback to enhance the clinical portion of patient support programs.
Key Responsibilities
- Provide education and support to patients, caregivers and health care providers regarding assigned therapeutic areas and maintain accurate record of activity per program setup
- Establish relationships, develop trust, and maintain rapport with patients, caregivers, and healthcare providers in a 100% telephonic setting
- Counsel and educate new/existing patients on the use of products, dosing and administration, use of devices, drug insurance coverage/reimbursement challenges in a telephonic, or virtual setting
- Evaluate and contribute to development of program resources
- Coordinate and utilize resources to share and secure financial options for those with financial need.
- Follow program guidelines and escalate complex cases according to program policy and procedures.
- Receive and make calls to patients and/or caregivers regarding assigned disease states, products, and patient needs to include discussions regarding insurance coverage and available financial support options for the particular therapy
- Accurately maintain, constantly update, and successfully navigate patient account records in a digital CRM (Customer Relationship Management System)
- Support health care provider offices regarding questions, concerns, or challenges with prescription
- Report and document adverse events and product/safety complaints as per program SOPs
- Participate in program specific customer meetings and training sessions
- Participate in program specific orientation meetings and demonstrate clinical and program competency on written, evaluated tests
- Serve as an advocate to patients and health care providers regarding insurance coverage, medical billing, reimbursement process, and general access for complex pharmaceuticals.
- Participate in a shared on-call, after hours nurse service that spans multiple programs
- Utilize Valeris' values as the driving force behind the team's success
- On time adherence to training deadlines for all corporate policies and procedures
- Ensure all SOPs are followed with consistency
- Perform additional tasks or projects as assigned
Qualifications
- AD or Bachelor's Degree in Nursing (BSN, RN) with a valid nursing license in one or more states
- Four or more years of nursing experience; prior telephonic experience a plus
- Two or more years of nephrology experience preferred
- Knowledge of medical insurance terminology and reimbursement/insurance, healthcare billing, physician office, health insurance processing or related reimbursement experience a plus
- Ability to communicate clearly and effectively orally and in writing-may be asked to submit a written test sample
- Proficient with Microsoft products
- Experience and comfort with a digital CRM required
- Attention to detail and committed to following through in communication with patients and providers
- Empathetic listening skills in order to interact effectively with patients and providers
- Willingness to work in a fast-paced environment and have the ability to multi-task and pivot with ease
- Strong customer service experience and skills
- Must be eligible to obtain licensure in all 50 states!!
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.