Nurse Navigator – Home Based – Pharma Call Center Exp Req'd – 2870078

The Nurse Navigator will have primary responsibility/accountability for providing superior customer service during one-on-one communications with patients prescribed a specific cardiovascular therapy. Nurse Navigators will speak with patients via inbound and outbound telephonic communications fostering relationships using empathy, motivational interviewing, barrier management, and clinical competence.

This role will engage with patients diagnosed with Obstructive Hypertrophic Cardiomyopathy (oHCM) and the associated treatment. The Nurse Navigator will provide expert, clinically relevant, individualized education pertaining to oHCM and the prescribed treatment to encourage a successful initiation and adherence to therapy.

Job Duties:

The Nurse Navigator will handle a variety of communications providing education related to disease, treatment, and resources to help patients manage his/her treatment journey. Nurse Navigators will utilize a high level of experience with telephonic interactions including the use of soft skills, motivational interviewing, active listening, and problem-solving techniques leading to high customer satisfaction. Nurse Navigators will function within the parameters of the program supported utilizing call guides and/or talking points as applicable. Nurse 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. Nurse Navigators will not provide medical advice or work clinically within the role.

Job Responsibilities:

• Nurse Navigators will respond to inbound calls and make scheduled outbound calls for patients and/or caregivers regarding disease state information, approved clinical aspects of the product, product administration/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 Nurse 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.
• Nurse 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, 8:00 AM – 11:00 PM EST.
• Effectively manage a caseload of patients providing timely and ongoing 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 …