Patient Support Specialist (Therapy Navigator)

We are seeking an experienced patient support representative to join the Therapy Navigation Team for Client’s industry-leading chronic pain and neurological disorder therapies portfolio.

• As a core member of this team, you will be responsible for building and developing patient relationships that will promote therapy and product support, brand loyalty, and assist the overall department in achievement of excellent customer satisfaction.
• This position will join a growing team focused on executing patient education strategies.
• The Therapy Navigation Team Associate will require an overall ability to develop strong relationships both internally and externally, work as a team to achieve department goals/KPIs and be a strong contributor to our mission of patient support.

Main Responsibilities

• The Therapy Navigation Team Associate will report to Therapy Navigation Center Manager, who reports to Group Manager, Integrated Brand. He/she will be responsible for building a strong relationship with patients through educational support calls.
• Handle outbound and inbound support calls to prospective and current patients to educate on Client’s chronic pain and movement disorder therapies.
• Effectively and accurately gathers data, provides information, and records detailed information from support calls in CRM.
• Collaborates with other internal departments to ensure a strong and positive patient experience.
• Facilitates access to the appropriate resources and performs follow-up call with patients as needed. Facilitate escalation to other departments as needed per approved workflows and call handling guidelines.
• Ability to empathize, acknowledge and convey compassion in all call interactions.
• The Therapy Navigation Team Associate assists in promoting the Client brand, increases product awareness and assists the overall organization in achieving its goals.
• Maintains positive and cooperative communications and collaboration with all levels of employees, customers, contractors, and vendors.
• Must comply with U. S. Food and Drug Administration (FDA) regulations, other regulatory requirements, company policies, operating procedures, processes, and task assignments.
• Performs other related duties and responsibilities, as needed and/or assigned.

Qualifications

• Associate Degree in Business, Communications or Science. Experience can be substituted for degree.
• Three (3) years of sales/marketing/patient support experience in medical or medtech industries.
• General Microsoft office and PC skills a must.
• Previous Salesforce experience a plus.
• Must be able to contribute to team ideas and complete projects on a smaller scale.
• Requires ability to contribute to the overall team direction, make recommendations, and advocate on behalf of the patient.
• Ability to work in a highly matrix and geographically diverse business environment.
• Knowledge/ability to navigate in general PC environment.
• Requires strong written and oral communication skills.
• Must be able to understand technical and scientific information.
• Must be able to multitask while speaking to callers and toggle between programs.
• Medtech experience preferred but not required.
• Strong organizational and follow-up skills, as well as strong attention to detail.
• Ability to maintain regular and predictable attendance.