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:
Serves as a member of the non-clinical inbound team providing support across a variety of therapeutic areas and products. Inbound support includes speaking to resources available for patients, connecting patients to resources (online or verbally), triaging to clinical support, and providing patients necessary materials post call. Works collaboratively with multiple brands and virtual clinical educator teams to provide excellent customer service to promote positive outcomes.
Essential Functions:
Provide virtual support with multiple stakeholders, including patients, case managers, and clinical educators through inbound and outbound calls, email, chat and text
Demonstrate strong empathy and high emotional intelligence to engage patients with complex health conditions effectively, creating a connection built on trust and rapport
Exemplify strong critical thinking skills essential for problem-solving, innovation, and providing high quality service to patients
Define issues, analyze customer problems, evaluate alternatives, and develop sound conclusions and recommendations
Ability to manage multiple customers, channels, requests, or tasks, able to prioritize, organize, and execute them efficiently and effectively. Maintain solid knowledge base on all network initiatives, processes, resources, and materials to answer patient questions with confidence and ease
Identify and apply metrics and feedback which lead to successful patient satisfaction
Demonstrates proficient use of technology to enable accurate, timely, and compliant documentation as it relates to activities; showing efficiency in the use of systems to monitor and track activity as applicable while speaking on phone
Ensure all activities are conducted and properly executed in a manner that is strictly compliant with all MLS, client, and industry mandated rules and regulations
Complete AEPQC reporting and provide all communications in a compliant and timely manner
Handle and manage sensitive information and patients’ Personal Health Information (PHI) responsibly and within MLS compliance parameters
Work and communicate cohesively within a team to identify collaborative opportunities and enable process improvement.
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:
Associates Degree required and 2 years' experience in pharmaceutical/healthcare patient support services setting (Bachelor's Preferred)
Patient support experience in a telephonic environment including patient assistance, reimbursement and/or oncology experience
Experience with being held accountable to metrics and maintaining a high standard of work in a real-time contact environment
Required Skills:
Advanced Technology and computer skills with a working knowledge of Salesforce, Genesys, Microsoft Word, Excel, and PowerPoint.
Demonstrate experienced competency and ability to independently navigate technology using multiple platforms, computer screens, and other…