Patient Support Specialist

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 35 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.