What are the responsibilities and job description for the Virtual Nurse Navigator – Remote in the US position at IQVIA Real World and Health Care Solutions Italia?
Denver, Colorado Full time R1466780
Tampa, Florida
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IQVIA has the world’s largest Commercial Sales & Medical Solutions (CSMS) organization dedicated to the launch and marketing of pharmaceutical and medical products. With a focus on providing talent for field/inside sales, medical device support, clinical support, and medical affairs our CSMS division has 10,000 field professionals in more than 30 countries addressing physician and patient needs.
We are excited to announce that we are currently looking for a Virtual Nurse Navigator to join our team. The Virtual Nurse Navigator will provide education about specific diabetes treatments, and resources to help patients better begin and manage their diabetes and resources associated with their prescribed medication. Virtual Nurse Navigators are responsible for participating in one-on-one communications with enrolled patients by telephone, video platforms, email and SMS strictly following the guidelines of the program. Since the program is strictly educational based, Virtual Nurse Navigators do not provide medical advice or work clinically within this role.
Job Background
The Nurse Navigator will have primary responsibility/accountability for providing superior customer service during one-on-one communications with patients prescribed a specific therapy. Nurse Navigators will speak with patients via inbound and outbound telephonic communications fostering relationships using empathy, motivational interviewing, barrier management, and clinical competence.
This role will engage with patients diagnosed with Myelodysplastic Syndrome (MDS) and the associated treatment. The Nurse Navigator will provide expert, clinically relevant, individualized education pertaining to Myelodysplastic Syndrome (MDS) and treatment to encourage a successful initiation and adherence to therapy.
Job Duties
The Nurse Navigator will handle a variety of communications providing education related to disease, treatment, and resources to help patients manage care. Nurse Navigators will utilize a high level of experience with telephonic interactions including the use of soft skills, active listening, and problem-solving techniques leading to high customer satisfaction. Nurse Navigators will function within the parameters of the program supported utilizing scripts and/or talking points as applicable. Nurse 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. Nurse Navigators will not provide medical advice or work clinically within the role.
Job Responsibilities
Minimum Required:
IQVIA is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other status protected by applicable law. https://jobs.iqvia.com/eoe
The potential base pay range for this role, when annualized, is $62,400.00 - $104,000.00. The actual base pay offered may vary based on a number of factors including job-related qualifications such as knowledge, skills, education, and experience; location; and/or schedule (full or part-time). Dependent on the position offered, incentive plans, bonuses, and/or other forms of compensation may be offered, in addition to a range of health and welfare and/or other benefits.
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- The purpose of this posting is to build up our database with candidates who have a skill set that meet the requirements below for future opportunities**
IQVIA has the world’s largest Commercial Sales & Medical Solutions (CSMS) organization dedicated to the launch and marketing of pharmaceutical and medical products. With a focus on providing talent for field/inside sales, medical device support, clinical support, and medical affairs our CSMS division has 10,000 field professionals in more than 30 countries addressing physician and patient needs.
We are excited to announce that we are currently looking for a Virtual Nurse Navigator to join our team. The Virtual Nurse Navigator will provide education about specific diabetes treatments, and resources to help patients better begin and manage their diabetes and resources associated with their prescribed medication. Virtual Nurse Navigators are responsible for participating in one-on-one communications with enrolled patients by telephone, video platforms, email and SMS strictly following the guidelines of the program. Since the program is strictly educational based, Virtual Nurse Navigators do not provide medical advice or work clinically within this role.
Job Background
The Nurse Navigator will have primary responsibility/accountability for providing superior customer service during one-on-one communications with patients prescribed a specific therapy. Nurse Navigators will speak with patients via inbound and outbound telephonic communications fostering relationships using empathy, motivational interviewing, barrier management, and clinical competence.
This role will engage with patients diagnosed with Myelodysplastic Syndrome (MDS) and the associated treatment. The Nurse Navigator will provide expert, clinically relevant, individualized education pertaining to Myelodysplastic Syndrome (MDS) and treatment to encourage a successful initiation and adherence to therapy.
Job Duties
The Nurse Navigator will handle a variety of communications providing education related to disease, treatment, and resources to help patients manage care. Nurse Navigators will utilize a high level of experience with telephonic interactions including the use of soft skills, active listening, and problem-solving techniques leading to high customer satisfaction. Nurse Navigators will function within the parameters of the program supported utilizing scripts and/or talking points as applicable. Nurse 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. Nurse Navigators will not provide medical advice or work clinically within the role.
Job Responsibilities
- Nurse Navigators will respond to inbound calls and make scheduled outbound calls for patients and/or caregivers regarding disease state information, approved clinical 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 Nurse 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.
- Nurse 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 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.
Minimum Required:
- Current RN license required within state of residence.
- At least five (5) years’ clinical experience required.
- 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 a high level of 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 BMS 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.
- Compact multi-state licensure.
- Clinical education experience.
- Bachelor’s degree in nursing strongly preferred.
- Pharmaceutical call center experience.
- Previous experience working remotely.
IQVIA is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other status protected by applicable law. https://jobs.iqvia.com/eoe
The potential base pay range for this role, when annualized, is $62,400.00 - $104,000.00. The actual base pay offered may vary based on a number of factors including job-related qualifications such as knowledge, skills, education, and experience; location; and/or schedule (full or part-time). Dependent on the position offered, incentive plans, bonuses, and/or other forms of compensation may be offered, in addition to a range of health and welfare and/or other benefits.
Apply Now
Learn About How We Work
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Salary : $62,400 - $104,000
