Navigator, Patient Support (Remote)

EMD; Rockland (MA); Remote; USD 40,000 - 55,000; Full time

Job summary

EMD is seeking a Patient Support Navigator to join their team, focusing on providing outstanding support to patients within the MS LifeLines program. This remote role involves managing inquiries, processing documents, and collaborating with healthcare professionals to ensure patient needs are met effectively. Candidates should have a background in customer care and exhibit strong communication and critical thinking skills to thrive in a dynamic healthcare environment.

Benefits

Diversity and inclusion training

Opportunities for personal development

Flexible working culture

Qualifications

• 1+ year of reimbursement/customer care experience or 2+ years in healthcare.
• Patient and solution centric mindset with strong organization skills.
• Experience in managing sensitive information with attention to detail.

Responsibilities

• Intake documents and manage inbound/outbound calls promptly and accurately.
• Collaborate with patient support specialists to ensure compliance and best service.
• Contribute to continuous improvement initiatives within the support role.

Skills

Effective communication

Critical thinking

Customer care experience

Empathy

Active listening

Education

Associate degree

High School Diploma or GED

Tools

Microsoft Office

Sales Force CRM

Avaya phone system

Job description

Ready to explore, break barriers, and discover more? We know you’ve got big plans – so do we! Our colleagues across the globe love innovating with science and technology to enrich people’s lives with our solutions in Healthcare, Life Science, and Electronics. Together, we dream big and are passionate about caring for our rich mix of people, customers, patients, and planet. That's why we are always looking for curious minds that see themselves imagining the unimaginable with us.

United As One for Patients, our purpose in Healthcare is to help create, improve and prolong lives. We develop medicines, intelligent devices and innovative technologies in therapeutic areas such as Oncology, Neurology and Fertility. Our teams work together across 6 continents with passion and relentless curiosity in order to help patients at every stage of life. Joining our Healthcare team is becoming part of a diverse, inclusive and flexible working culture, presenting great opportunities for personal development and career advancement across the globe.

Your Role:

The Patient Support Navigator plays an integral role within EMD Serono’s patient support hub, MS LifeLines (MSLL). This individual is responsible for urgently and accurately intaking documents sent into MSLL, including Service Request Forms (SRFs) which kicks off the first step of the patient journey. Additionally, this individual supports other roles within MSLL through managing inbound and outbound phone calls with a shared goal of helping patients gain access to their prescribed EMD Serono MS medication through actively listening to the caller, utilizing program knowledge and resources, and providing tailored solutions. This role will require flexibility surrounding duties to best keep up with the evolving needs within the healthcare landscape.

Shift availability between 11:30-8pm EST

“This is a remote position”

Key Tasks & Responsibilities:

• Processing all inbound documents, inclusive of Service Request Forms (SRFs), within 24 hours of receipt in an accurate and compliant manner
• Answering inbound phone calls into MSLL’s phone queue promptly, compassionately, and professionally
• Striving towards a “One Call Resolution” approach with the goal of meeting the caller’s needs within the first call
• Conducting outbound calls and faxes to retrieve missing information for patients opted into MSLL’s services
• Directly interacting with patients, caregivers, and healthcare professionals while maintaining the highest level of professionalism at all times
• Collaborating with peers, patient support specialists, and nurse support specialists to provide best in class service to patients and accounts
• Applying critical thinking by analyzing the problem, using resources, and actioning
• Possessing a comprehensive knowledge of MSLL’s processes and services
• Actively listening to callers to best support their needs
• Embracing our high impact culture of performance and continuous improvement
• Being held accountable for KPIs and personal metric scores
• Proactively identifying areas of opportunity with existing processes and offering possible solutions
• Remaining compliant and taking the utmost care when handling personal health information (PHI)
• Ensuring patient and account information is up to date and accurate within the CRM
• Participating in project teams
• Performing other duties as needed and required
• Attending potential in-person meetings throughout the year as needed

Who you are:

Minimum Qualifications:

• Associate degree in any discipline with 1+ year of reimbursement and/ or customer care experience preferably in the healthcare industry OR
• High School Diploma or GED with 2+ years of reimbursement and/ or customer care experience preferably in the healthcare industry

Preferred Qualifications:

• Patient and solution centric mindset
• Comfortable with managing multiple systems at the same time
• Effective communication and interpersonal skills with peers, managers, patients, healthcare professionals and other stakeholders
• Soft skills such as critical thinking, positive attitude, empathy, and active listening
• Ability to manage multiple priorities and work independently in a fast-paced environment
• Receptive of and proactively seeks feedback on personal performance
• Strong organizational skills and attention to detail
• Proficiency in Microsoft Office and software applications
• Experience with the Sales Force CRM platform and/or Avaya phone system
• Data entry experience and the ability to manage sensitive information
• Works well in a team environment

What we offer: We are curious minds that come from a broad range of backgrounds, perspectives, and life experiences. We celebrate all dimensions of diversity and believe that it drives excellence and innovation, strengthening our ability to lead in science and technology. We are committed to creating access and opportunities for all to develop and grow at your own pace. Join us in building a culture of inclusion and belonging that impacts millions and empowers everyone to work their magic and champion human progress!

Apply now and become a part of our diverse team!

Merck KGaA, Darmstadt, Germany, a leading science and technology company, operates across healthcare, life science and electronics.

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