Non-Clinical Case Manager (11-8p EST) (Remote)

VMS BioMarketing; United States; Remote; USD 50,000 - 60,000; Full time

Job summary

VMS BioMarketing seeks a Non-Clinical Case Manager to provide virtual support in various therapeutic areas. The role requires an Associate's Degree, 2 years of patient support experience, and advanced technical skills. This remote position covers 11-8p EST, M-F, emphasizing strong empathy and problem-solving abilities to enhance patient outcomes.

Benefits

Flexible work environment

Access to professional development resources

Qualifications

• 2 years' experience in pharmaceutical/healthcare patient support.
• Experience in a telephonic environment including patient assistance.
• Ability to multitask and maintain a high standard in a real-time contact environment.

Responsibilities

• Provide virtual support across multiple channels including calls and chats.
• Manage sensitive information and ensure compliance with regulations.
• Work collaboratively within a team to improve processes and patient satisfaction.

Skills

Empathy

Critical Thinking

Advanced Technology Skills

Customer Service

Organization

Flexibility

Education

Associate's Degree

Bachelor's Degree (Preferred)

Tools

Salesforce

Genesys

Microsoft Word

Microsoft Excel

Microsoft PowerPoint

Job description

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Non-Clinical Case Manager (11-8p EST) (Remote)

**This role would be covering the hours of 11-8p EST, M-F**

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 technical components. (Ex: Telephony Systems - Genesys, CRM - Salesforce, Microsoft Suite).

Ability to quickly learn and accurately retain knowledge in numerous data entry systems

Optimistic, upbeat, and enthusiastic in times of challenge and constant change.

Highly adaptable, flexible, and ability to prioritize multiple tasks

Ability to proactively identify potential issues, risks and implementation concerns

Ability to multitask, organize, and prioritize in a fast-paced environment, including follow-up tasks

Proficient with keyboarding skills with a minimum typing speed of 40 WPM

Special Position Requirements:

Technical Requirements for Work from Home

Designated workspace free from noise and other distractions

Dedicated Internet access with at least 100 mbps download speed and 20 mbps upload speed

Ability to set up MLS-provided computer equipment and connect it to the Internet via ethernet cable preferred

Travel

Minimal travel required >1%

Working Conditions

Work is generally sedentary in nature but may require standing and walking for up to 10% of the time. The working environment is generally favorable. Lighting and temperature are adequate, and there are no hazardous or unpleasant conditions caused by noise, dust, etc. Work is generally performed within an office environment, with standard office equipment available.

Physical Requirements

Must be able to read, write, and communicate fluently in English. Ability to communicate effectively (hear, listen, speak) with or without reasonable accommodations.

Anticipated Salary Range: $50k - $60k

MLS anticipates that the base salary for this position could range from $50K to $60k, and will depend, in part, on the successful candidate’s qualifications, including education, experience, and competency for the role. Some roles may include car allowance and eligibility to earn targeted bonus based on company or individual performance.