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KellyConnect | Contact Center Solutions · 1 day ago

Patient Support Specialist

Horsham, PA

Full-time

Hybrid

Mid Level

3+ years exp

KellyConnect is a customer service provider committed to supporting cancer patients and their caregivers. The Patient Support Specialist will manage daily operations of the patient support program, assisting with eligibility, enrollment, and logistics to enhance the patient experience.

Hiring Manager

Sharda Parsaram

Responsibilities

Serve as the point person for a select number of patients/caregivers in supporting their treatment through an online case management system

Respond to inquiries from patients/caregivers/sites regarding the patient support service offerings using a call guide resource

Perform administrative functions of requesting and responding to travel and logistics, sometimes urgently since last minutes change is highly probable while staying calm and offering support to the patient/caregiver

Validate patient travel expenditures in compliance with SOPs and provide reimbursement through third-party supplier partner

Enter and maintain accurate data and records into the patient management tool in compliance with the program requirements

Follow all SOPs to ensure program compliance in working with patients and capturing data requirements needed for the program

Capture all required elements for enrolled patients to process reimbursement and ensure compliance with the program requirements

Proactively work with patients/caregivers showing empathy and compassion throughout their treatment plan

Work to monitor performance and help find operational improvements in the end-to-end patient experience so that we can continue to improve our service offerings over time in support patients

Other duties as assigned

Qualification

Patient empathyCommunication skillsProblem-solvingFinancial managementIT platform proficiencyOrganizational skillsTeam collaborationBilingual capabilitiesAgile learnerSelf-starter

Required

Associate Degree required; B.S. or B.A. degree preferred

A minimum of 3 years of relevant experience is required, pharmaceutical/medical call center experience preferred

Excellent oral and written communication skills with the ability to demonstrate patient empathy and support is required, bilingual capabilities are a plus

Ability to learn and work within IT platforms to document patient cases

Effectively collaborate in a team environment that will require you to coordinate activities and build partnerships across internal/external organizations

Skilled in problem-solving and using personal knowledge and any other valuable resources to work through ambiguous situations and ensure a positive customer experience

Demonstrates excellent care management and ability to maintain records, in accordance with the program design and compliance standards

Eager to take ownership, be proactive, and see patients/caregivers through their entire CAR-T journey

This position will be in Horsham, PA at the CAR-T contact center and may require limited travel to other locations for business meetings (temporarily remote)

Willingness to flex in a dynamic fast-paced environment with changing patient/caregiver needs

Demonstrated excellence in communication skills in speaking with patients/caregivers in caring manner so they feel supported throughout their treatment journey

Demonstrates ability to complete tasks with sense of urgency while adhering to SOPs and established program business rules

Strong understanding of the importance of adhering to SOPs to ensure compliance throughout the process

Strong financial management skills to reconcile receipts for patient reimbursement

Self-starter skilled in problem-solving and using personal knowledge and any other available resources to work through ambiguous situations to resolve issues for patients/caregivers and ensure their complete satisfaction

Exhibits excellent organizational skills with the ability to prioritize activities to address patient travel, logistics and reimbursement support needs

Effectively work in a team environment that will require you to coordinate activities, build partnerships across multiple stakeholders, both internally and externally

Agile learner who is comfortable operating in complex environments and shielding patients/caregivers from the complexity

Passionate about supporting cancer patients with multiple myeloma, with the ability to translate their needs and serve as a resource for our services