Inbound Virtual Nurse Case Manager (12-9p EST)

Momentum Life Sciences helps the healthcare industry connect, motivate, and empower people to engage in their health. By combining the power of real, personal connections and the convenience of technology, Momentum delivers solutions that drive better health and business outcomes. Who We Are: Momentum is a leading provider of patient and healthcare professional engagement solutions with more than 30 years of experience in the healthcare industry. What We Do: We partner with life science companies to design, build and deliver effective and efficient patient support programs helping patients achieve a better start and longer stay on therapy. How We Do It: Our patient engagement and Clinical Nurse Educator platform delivers personalized, evidence-based human and digital interventions. About the Position: The Nurse Case Manager will provide ongoing contact center and virtual support as an integral part of the patient support services provided for patients prescribed complex therapies. The Nurse Case Manager will be responsible for utilizing professional nursing skills, ability to foster patient relationships, strong empathy, and clinical experience to provide ongoing personalized high-touch telephonic support to patients. The role will engage with patients and their caregivers to provide clinically relevant individualized education in conjunction with product support. The Nurse Case Manager will leverage their knowledge while combining technical expertise to deliver best-in-class support, customer service, and ongoing education to these unique patients and their caregivers. The Nurse Case Manager will also partner closely with cross-functional stakeholders, including Field Nurse Educators, to ensure continuity of care and escalation as appropriate across teams. Essential Functions: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Provide telephonic support via inbound and outbound calls, virtual calls, and omnichannel support through email, chat, and text Demonstrate strong empathy and high emotional intelligence to engage patients with complex health conditions effectively, creating an individual relationship-based connection built on trust and rapport Provide instruction and education about treatment/therapy, and connect patients with additional resources when needed while partnering with various stakeholders, such as the Field Nurse Educators, HUB (Certified Pharmacy), and others, to ensure the patient feels supported and confident from initiation through any transitions in their therapy journey Collaborate and work cohesively within a POD structure (with MLS Field Nurse Educator team) when applicable to identify gaps, barriers, and opportunities to improve process and overall patient experience Communicate complex information effectively and empathetically to patients and their caregivers Accurately complete patient engagements based on provided criteria Identify the root cause for any potential barriers the patients experience in adhering to the therapy through a motivational interviewing model Understand and coach patient initiation and support processes while encouraging patient confidence to help start and stay on therapy Ensure the success of the program through collaborative partnerships with patients, brand, and operational partners Provide your manager constructive patient feedback on the product, patient, and industry insights to enable enhancements. Reporting Adverse Events and Product Quality Complaints per MLS and client policy Ensure all activities are conducted in a manner that complies with all MLS, client, and industry-mandated rules and regulations. Other duties: This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. Required Education and/or Experience: Associate’s degree in nursing with patient education experience Experience working for (or contracting with) a pharmaceutical company within a call center environment, for a minimum of 2 years Preferred Education and/or Experience: Bachelor’s Degree Required License and/or credential(s): Current, unrestricted RN or NP license Required Skills: Background in neurological conditions and/or rare disease Demonstrated ability to collaborate with numerous cross-functional partners/key stakeholders to deliver an optimized patient experience High emotional intelligence and ability to exhibit empathy to meet each patient where they are Strong clinical skills and experience with medication compliance, specialty pharmacy knowledge, and motivational interviewing Desire and ability to create individualized relationships with patients as they progress through their journey Ability to communicate clearly about complex information in a way that resonates with patients Optimistic, upbeat, and enthusiastic in times of challenge and constant change. Ability to deliver outstanding patient experience. Demonstrate experienced competency and ability to independently navigate technology using multiple platforms, computer screens, and other technical components. (Ex: virtual engagement platforms, Telephony Systems, CRM tools, Microsoft Suite) Advanced knowledge of written and verbal communication skills and problem-solving technique Detail-oriented, highly organized, and able to work through ambiguity Able to work independently with minimal supervision, self-motivated Ability to maintain cases and complete calls on time Ability to maintain compliant conversations and documentation in a high-volume role Ability to maintain patient confidentiality by using the headset during all conversations, maintaining a private environment for home office without distraction Salary Range: $38hr-40hr Actual salary will vary based on a number of factors such as the candidate’s skillset, experience, and competency for the role. Some roles may include car allowance and eligibility to earn targeted bonus based on company or individual performance. Special Position Requirements: Working Conditions: Work is generally sedentary in nature but may require standing and walking for up to 10% of the time. The working environment is generally favorable. Lighting and temperature are adequate, and there are no hazardous or unpleasant conditions caused by noise, dust, etc. Work is generally performed within an office environment, with standard office equipment available. Physical Requirements: Must be able to read, write, and communicate fluently in English. Ability to communicate effectively (hear, listen, speak) with or without reasonable accommodations. #J-18808-Ljbffr Momentum Life Sciences, Inc.