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RN Support Specialist

Ad ID: 49484206

Visits: 78

Location: Boston
Date Listed: May-02-08

Call Kristine at Healthcare For Hire 508-732-9770

kristineshuley@yahoo.com

PURPOSE OF THE ROLE:

This individual will handle direct customer interaction. He/She will address customer concerns such as special requests for medical information, program fulfillment materials, coordination of home nursing care requests, and reimbursement triage. His/Her main objective is to achieve customer satisfaction and ensure customer retention on therapy. He/She will accomplish this by listening to the customer needs and utilizing the resources available within the center to provide a customized solution for the customer. He/She will also manage a territory of patients, ensuring patient compliance and persistency of Rebif therapy.

The RN Support Specialist will manage all customer information in the strictest of confidence and will enter all required information accurately and expeditiously into the program database.

PRIMARY RESPONSIBILITIES:

Institute and maintain timely patient follow-up via outbound telephone calls to ensure continued product therapy.
Ensure compliance through expanded patient support systems
Provide patient/caregiver teaching as required.
Provide guidance and direction to patients and caregivers in managing therapy side effects.
Maintain communication with outreach nursing agencies and pharmacies to preserve the highest quality of patient handling.
Handle escalated medical and adverse event calls. Triage to PISG when appropriate.
Maintain technical expertise in the assigned therapeutic through continuous education and attendance of periodic association meetings for updates of current therapies and industry advancements.
Share unique situations and issues with team members to ensure common response from all RN Support Specialists. To interact directly with patients, caregivers, Healthcare professionals in the Patient Support Services Center (Call Center - i.e. MS LifeLines).
Handle all customer contacts with the highest in professional standards. Each call will be answered promptly, professionally, and compassionately with the end result of meeting the customer's needs (medical information, coordination of homecare requests, fulfillment, general source of information on their assigned therapeutic area, and triage for reimbursement to Reimbursement Specialists).
Timely follow up with registrants of the support programs to ensure compliance on therapy.
Gather and deliver approved medical information or triage to PISG group for advanced medical questions, complaints.
Partner with patient physician/nurses or other healthcare professionals to provide consistent product information.
Ensure timely and effective execution of new customer programs.
Update Managers/Supervisors with feedback from customers to improve services or provide recognition of staff members.

MAIN INTERFACES:

INTERNALLY:

Database:

Ensure privacy of patient information that is provided.

Ensure accurate and timely database input - ensure update of therapy start dates and dose Account Specialists and Sales Representatives
Colleagues and business partners

EXTERNALLY:

Patients, Healthcare Professionals

ACCOUNTABILITY AREA:

Each RN Support Specialist assumes the responsibility of a significant geographical territory. They are accountable for acting in the best interests of patients in ensuring their success on therapy (patient compliance and persistency). They are also responsible for recording and triaging adverse events to the drug safety department in accordance with FDA guidelines. The RN Support Specialist role is crucial to the patient support function as well as to the continued success of the therapeutic area.

AUTONOMY & AUTHORITY

Each RN Support Specialist is responsible for managing his/her individual territory. He/she must maintain focus and constantly evaluate the productivity of the outbound calling process. Continual feedback to management is necessary to reengineer and update procedures as necessary.

PROBLEM SOLVING:

Utilize the Call Center FDA approved scripts to provide guidance and advice to patients.

NATURE & AREA OF IMPACT

Provide feedback from customers on services offered and share unique situations/issues to ensure common response from patient support services.

INTERPERSONAL SKILLS

Exceptional communication skills required.

** 11:30am-8:00pm Shift **

EDUCATION LEVEL AND LANGUAGES REQUIRED:

Must be an active Registered Nurse licensed in the state of Massachusetts.
Fully Bilingual capability (Spanish) a plus.
Continued education is required. Technical expertise in assigned therapeutic area is necessary and updates in current therapy will be required. For example in MS - keep up-to-date of new therapies, Internet feedback/comments, and industry advancements.
Attendance of certain association meetings during the year may be required to receive updated information or competitive review.

PROFESSIONAL SKILLS, QUALIFICATONS AND EXPERIENCE (years experience minimally necessary for success in role)

Five years of experience as a Registered Nurse.

COMPETENCIES (knowledge, skills, abilities, traits)

Exceptional customer service and telephone skills.
Strong computer skills (customer contact databases, Windows, Word, Excel) preferred.

Data Entry/Typing skills necessary

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