Patient Support Specialist

Job Description

Job Description

Patient Support Specialist 

We are seeking a compassionate and detail-oriented  Patient Support Specialist to join the MyCARVYKTI Call Center team. This role is critical in supporting patients throughout their treatment journey by managing casework, coordinating logistics, and ensuring compliance with program standards.

Key Responsibilities

Case Management & Call Center Operations

• Serve as the point person on patient cases and perform day-to-day call center activities including patient enrollment, eligibility checks, travel/logistics arrangements, and incidental reimbursement.
• Manage inbound/outbound calls and respond to inquiries from patients, caregivers, and treatment centers regarding support services.
• Maintain accurate case records in Salesforce and Box.
• Prioritize cases based on urgency and escalate appeals/exceptions to Gold/Navy Supervisors.
• Collaborate with third-party vendors (Atlas and Connective) for travel, eligibility, and reimbursement support.

Compliance & Operational Excellence

• Manage cases in accordance with SOPs and control documents.
• Follow all SOPs, Work Instructions, and Call Guide protocols including caller verification, consent collection, and use of approved language.
• Handle PHI with strict adherence to compliance standards.
• Submit Adverse Events within 24 hours.
• Use feedback from call monitoring and audits to improve performance.

Customer Service Excellence

• Provide accurate and thorough program details to set expectations.
• Communicate clearly and empathetically throughout the patient journey.
• Send relevant program communications/resources.
• Build rapport and trust with customers.
• Use active listening and probing to resolve inquiries and generate insights.

Training & Team Support

• Complete onboarding training before engaging with patients/caregivers/treatment centers.
• Participate in ongoing education and identify training needs.
• Complete Salesforce and SUMMIT training modules as required.
• Model PSS responsibilities and support new team members through shadowing.

Treatment Center Engagement

• Manage relationships with assigned treatment centers including onboarding, re-education, annual reviews, and ongoing collaboration.
• Establish and document “ways of working” including distance policies and required interactions.
• File policies and deviations per SOP with supervisor notification.

Program Insights & Data Collection

• Submit 3–5 monthly entries to the Customer Insight Google Doc Form.
• Share insights and recommendations with leadership.
• Assist with treatment center data reviews to ensure no patient is missed.
• Participate in QBR data collection and team meetings.

Requirements

• Have a Bachelor's degree
• A minimum of 3 years of relevant experience is required; pharmaceutical/medical call center experience is preferred.
• Deep understanding of program rules and control documents.

• Strong empathy and communication skills.
• Excellent organizational and prioritization abilities.
• Ability to assess urgency and escalate appropriately.
• Calm and compassionate demeanor in high-pressure situations.
• Willingness to seek supervisor guidance when SOPs are unclear.
• Ability to route questions to appropriate leadership team members.
• Provide customer testimonials as requested.

As part of our promise to talent, Kelly supports those who work with us through a variety of benefits, perks, and work-related resources. Kelly offers eligible employees voluntary benefit plans including medical, dental, vision, telemedicine, term life, whole life, accident insurance, critical illness, a legal plan, and short-term disability. As a Kelly employee, you will have access to a retirement savings plan, service bonus and holiday pay plans (earn up to eight paid holidays per benefit year), and a transit spending account. In addition, employees are entitled to earn paid sick leave under the applicable state or local plan. Click here for more information on benefits and perks that may be available to you as a member of the Kelly Talent Community.

Opportunity is calling.

Ready for a contact center job that offers freedom and flexibility, and truly values your skills? We thought so. We’re KellyConnect®-and wherever life takes you, we have great contact center opportunities that align with your preferred workstyle, schedule, and location. Looking to work from home, or work specific hours? No problem. Best of all, we only work with companies that share our focus on treating employees like the deeply valued people that they are.

About Kelly

Work changes everything. And at Kelly, we’re obsessed with where it can take you. To us, it’s about more than simply accepting your next job opportunity. It’s the fuel that powers every next step of your life. It’s the ripple effect that changes and improves everything for your family, your community, and the world. Which is why, here at Kelly, we are dedicated to providing you with limitless opportunities to enrich your life-just ask the 300,000 people we employ each year.

Kelly is committed to providing equal employment opportunities to all qualified employees and applicants regardless of race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, age, marital status, pregnancy, genetic information, or any other legally protected status, and we take affirmative action to recruit, employ, and advance qualified individuals with disabilities and protected veterans in the workforce. Requests for accommodation related to our application process can be directed to the Kelly Human Resource Knowledge Center. Kelly complies with the requirements of California’s state and local Fair Chance laws. A conviction does not automatically bar individuals from employment. Kelly participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.

Kelly may use AI-powered tools during the recruitment and hiring process. For full details, including how Kelly uses AI, your rights, and how to request a reasonable accommodation, visit the Recruitment Artificial Intelligence Notice.