Job description

**Shift needs: 8-5, 9-6, OR 10-7 EST**
About the Position:
The Telephonic Clinical Navigator is responsible for utilizing professional clinical skills, including the ability to foster patient relationships through empathy and clinical experience, to provide personalized, high-touch support to patients recently prescribed a complex therapy. The role will engage with patients and providers to provide expert, clinically relevant, individualized counsel in conjunction with product support the new therapy regimen. The Clinical Navigator will manage a series of touch points as the trusted clinical advocate to a specified patient caseload.
The touch points will uncover patient barriers and internal motivators, taking patients from product onboarding to therapy initiation to milestone celebrations, motivation, maintenance, and eventual “graduation” from the program. This role will work collaboratively to enhance the patient start experience and support patient compliance and persistence initiatives by building individual relationships with patients. The educator will provide ongoing education and therapy support to the patient, their caregiver, clinical staff, and/or support network.
Essential Functions:

• Serves as the single point of contact in the treatment process from start to finish
• Demonstrates empathy and effectively engages patients, creating a personalized relationship-based connection built on trust and rapport
• Provide disease education, product overview, device training, and side effect management
• Proactively reaches out to the patient to provide high-touch support to connect the dots for the patient throughout their program journey
• Create patient empowerment through a series of “wow” engagements along the patient journey
• Utilize motivational interviewing tools to quickly and accurately anticipate and address patient barriers; personalize patient messaging concisely, within established time parameters, and in a way that resonates
• Communicate effectively; understand and influence patient initiation and support processes, encourage patient confidence and accountability to help patients start and stay on therapy
• Ensure success of program through collaborative partnerships with patients, brand, and operations partners
• Use intuition and clinical expertise to offer patients appropriate responses to their questions; discern the most beneficial information for the patients; accurately assess patients using provided guidelines outlined in approved messaging
• Ensure the patient is aware of all the patient services available to them and assisting to connect them to the right resource
• Connect the patient to local support groups, advocacy groups, and other external resources
• Provide health coaching throughout the journey to support adherence and compliance to medication
• Provide assistance and guidance through access and affordability journey
• Provide HCP feedback to keep them aware of the patient’s participation in the support program
• Provide education to the care team and proactively reaching out after the clinical decision has been made to start a new patient on regimen
• Triage and follow-up with Specialty Pharmacy to support patient getting product and knowing where product is in process
• Provide continuous updates, guidance, and triaging when needed and most importantly ensuring that the patient is driving towards the right health outcomes.
• Ensure all activities are conducted in a manner that is compliant with all VMS, client, and industry mandated rules and regulations
• Perform other duties as assigned

Required Skills:

• Registered Nurse with current, unrestricted license
• Previous telephonic patient support environment experience, including use of an inbound/outbound call system, with seamless warm transfers
• HCP and/or Patient education experience, including infusion or injection experience required
• Compassion, high emotional intelligence, and a passion to be a patient educator
• Strong communication and written skills to a variety of audiences, and experience working with a treatment team
• Proven adaptability to changing business demands and problem solving in a fast-paced environment
• Competent and comfortable utilizing technology
• Experience working for or contracting with pharmaceutical preferred
• Experience in motivational interviewing and coaching behavior change
• Ability to work within established guardrails while maintaining personal rapport with the patient
• Self-starter with proven adaptability to changing business demands and product relevance in a fast-paced environment
• Ability to actively listen while multi-tasking
• High level of comfort with technology, including Microsoft Office products, working on dual monitors, CRM, and strong typing skills are required

Job Type: Full-time

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