Virtual Patient Navigator – Remote in the US

Phoenix, Arizona Full time R1466765

Atlanta, Georgia

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Job Description

• 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**
  
  

As the only global provider of commercial solutions, IQVIA understands what it takes to deliver nationally and internationally. Our teams help biopharma, medical device and diagnostic companies get their therapies to the people who need them. We help customers gain insight and access to their markets and ultimately demonstrate their product’s value to payers, physicians and patients. A significant part of our business is acting as the company’s sales force to physicians or providing nurses to educate patients or prescribers. With the right experience, you can help deliver medical breakthroughs in the real world.

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 Patient Navigator to join our team. The Virtual Patient 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 Patient 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 Patient Navigators do not provide medical advice or work clinically within this role.

Job Background

The Patient Navigator will have primary responsibility/accountability for providing superior customer service during one-on-one communications with patients prescribed a specific therapy. 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 Obstructive Hypertrophic Cardiomyopathy (oHCM) and the associated treatment.

Job Duties

The Patient Navigator will handle a variety of communications providing education related to disease, treatment, and resources to help patients manage care. Patient 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. Patient Navigators will function within the parameters of the program supported utilizing scripts 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, product 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, with 2 shifts either 8:00 AM – 5:00 PM ET or 11:00 AM - 8:00 PM ET.
• 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.
  
  

Education/Qualifications

Minimum Required:

• 3 years RN 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.
  
  

Highly Desirable/Strongly Preferred

• Pharmaceutical call center experience.
• Previous experience working remotely.
  
  

IQVIA is a leading global provider of clinical research services, commercial insights and healthcare intelligence to the life sciences and healthcare industries. We create intelligent connections to accelerate the development and commercialization of innovative medical treatments to help improve patient outcomes and population health worldwide. Learn more at https://jobs.iqvia.com

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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