Non-Clinical Case Manager (Patient Support Program) FTC - Bilingual

Atlantis Health; United States; On-site; USD 45,000 - 65,000; Part time

Job summary

Atlantis Health is seeking a Non-Clinical Case Manager to coordinate patient support services, enabling timely access to care and ongoing adherence. You will serve as the primary contact for patients, caregivers, providers, and internal teams.

The role is an FTC up to 40 hours per week, focusing on compassionate, compliant support across benefits navigation, enrollment, and education, with emphasis on privacy, documentation, and cross-functional collaboration.

Qualifications

• 2+ years of experience in PSP, nurse call center, virtual health coaching, specialty pharmacy services, or care coordination roles.
• Associate or bachelor’s degree in nursing, social work, public health, health education, or similar credentials.
• Experience handling high-volume inbound calls and scheduled outbound patient check-ins.
• Experience providing program overview and enrollment support, including FAQ responses, medication storage and handling (non-clinical), shipment coordination, insurance and affordability navigation, referral to financial assistance resources, approved educational materials, and community or advocacy organizations.
• Strong patient-facing communication skills, ability to follow scripted responses, redirect clinical questions appropriately, and maintain an empathetic and professional phone presence.
• Familiarity with call center metrics and documenting/working within CRM systems.
• Ability to remain strictly within a nonclinical scope.
• Proficiency with Microsoft Office suite, specifically PowerPoint and Excel.
• Excellent time management, communication, and organizational skills.
• Proactive problem-solving and adaptability to changing priorities.

Responsibilities

• Provide empathetic, personalized support to patients enrolled in a patient support program via phone, videoconferencing, and digital communication channels.
• Use motivational interviewing and other person-centric communication strategies to facilitate health behavior change.
• Record and maintain accurate documentation in the CRM system, following all compliance and data privacy standards.
• Understand HIPAA, patient privacy standards, and adverse event (AE) and product complaint (PC) identification, reporting, and escalation.
• Collaborate with cross-functional internal teams to ensure a seamless patient experience.
• Follow scripts and call flow guidelines.
• Participate in training, team meetings, and call calibration sessions to continuously improve the quality of patient interactions.

Skills

Communication skills

CRM proficiency

Time management

Education

Associate or Bachelor’s degree in Nursing or related field

Tools

Microsoft Office (PowerPoint & Excel)

Job description

Atlantis Health

The Role

The Non‑Clinical Case Manager is responsible for coordinating and managing patient support services to ensure timely access to care, therapy initiation, and ongoing adherence. This role serves as a primary point of contact for patients, caregivers, healthcare providers, and internal stakeholders, delivering personalized support while navigating benefits, access, and workflows.

This role is FTC up to 40 hours per week.

Key Responsibilities

• Provide empathetic, personalized support to patients enrolled in a patient support program via phone, videoconferencing, and digital communication channels.
• Use motivational interviewing and other person‑centric communication strategies to facilitate health behavior change.
• Record and maintain accurate documentation in the CRM system, following all compliance and data privacy standards.
• Understand HIPAA, patient privacy standards, and adverse event (AE) and product complaint (PC) identification, reporting, and escalation.
• Collaborate with cross‑functional internal teams (Client Services, Behavioral Science, Quality Assurance) to ensure a seamless patient experience.
• Follow scripts and call flow guidelines.
• Participate in training, team meetings, and call calibration sessions to continuously improve the quality of patient interactions.

Required Qualifications

• 2+ years of experience in a PSP, nurse call center, virtual health coaching environment, specialty pharmacy services, or care coordination roles.
• Associate or bachelor’s degree in nursing, social work, public health, health education, or similar credentials.
• Experience handling high‑volume inbound calls and scheduled outbound patient check‑ins.
• Experience providing program overview and enrollment support, including FAQ‑based responses, medication storage and handling (non‑clinical), shipment coordination, insurance and affordability navigation, referral to financial assistance resources, approved educational materials, and community or advocacy organizations.
• Strong patient‑facing communication skills, ability to follow scripted responses, redirect clinical questions appropriately, and maintain an empathetic and professional phone presence.
• Familiarity with call center metrics and documenting/working within CRM systems.
• Ability to remain strictly within a nonclinical scope.
• Proficiency with Microsoft Office suite, specifically PowerPoint and Excel.
• Excellent time management, communication, and organizational skills.
• Proactive problem‑solving and adaptability to changing priorities.

Preferred Experience

• Bilingual (especially Spanish)
• Background in cardiovascular disease
• Previous training in effective person‑centered communication and cultural competency