EMD Serono is the biopharmaceutical division of Merck KGaA, Darmstadt, Germany, a global pharmaceutical and chemical group. We strive to create value and benefit patients by transforming medical science into breakthrough solutions in our core therapeutic areas of neurodegenerative diseases, fertility and metabolic endocrinology, as well as oncology and autoimmune/inflammatory diseases as emerging areas of expertise.
PURPOSE OF THE ROLE
The Patient Support Specialist interacts directly with customers to address their concerns, such as requests for product or device related information, program fulfillment materials, and coordination of home nursing care requests. The Specialist also provides reimbursement and triage support. The main goal of the Specialist is to achieve customer satisfaction and ensure customer initiation and retention on therapy by listening to the customer needs and utilizing the resources available to provide a customized solution for the customer.
The Patient Support Specialist manages all customer information in the strictest of confidence and enters all required information accurately and expeditiously into the program database.
KEY TASKS & RESPONSIBILITIES
Interact directly with patients, caregivers, and healthcare professionals.
Handle all customer contacts with the highest of professional standards. Each call will be answered promptly, professionally, and compassionately with the end result of meeting the customer’s needs.
Gather and deliver approved information or refer to other internal teams for advanced questions or complaints.
Provide the patient physician/nurses or other healthcare professionals with approved product information.
Update Managers/Supervisors with feedback from customers to improve services or provide recognition of team members.
It is expected that the majority of callers can be serviced by the Patient Support Specialist without the need to refer the customer to another entity. Use judgment on those calls which need to be escalated for further researching.
outsourced reimbursement reviews to certain partner pharmacies. Review the case and determine next steps (i.e. Device distribution; nurse training required). If the case is considered “Out of Network,” often times, the specialist must set up the next step in the database for the Medical Reimbursement Specialist.
Determine what actions to take to resolve unique issues. Actions may include contacting pharmacies to clarify prescription information, insurance companies to confirm benefits, and physician’s offices in a collaborative fashion to resolve patient issues.
Manage replacement requests of our products or devices for patients. Exercise good judgment on when to expedite delivery based on needs or available options.
EDUCATION & LANGUAGES
College degree or equivalent
Bilingual capability a plus
Continued education is required. Technical expertise in assigned therapeutic area may be necessary and updates in current therapy will be required. For example in MS – keep up-to-date of new therapies, Internet feedback/comments, and industry advancements.
PROFESSIONAL SKILLS & EXPERIENCE
Two years customer care experience, preferably in a medical field with patient interaction or educational support.
Strong computer skills (customer contact databases, Windows, Word, and Excel) required.
Strong data entry/typing skills.
PERSONAL SKILLS & COMPETENCIES
Exceptional customer service and telephone skills.
Strong Interpersonal skills.
Strong oral and written communication skills.
Ability to manage multiple and/or repetitive tasks.
Strong Follow-up skills required.
Flexibility and the ability to multi-task to ensure accurate data entry, handling of inbound and outbound phone calls, database enrollment and entry accuracy, and fulfillment of operational activities.
Normal office duties.
Must be flexible to work hourly shifts, weekends and certain holidays, or holiday weekends. Overtime may be required.
Limited travel will be required
The Company is an Equal Employment Opportunity employer.
No employee or applicant for employment will be discriminated against on the basis of race, color, religion, age, sex, sexual orientation, national origin, ancestry, disability, military or veteran status, genetic information, gender identity, or any other classification protected by applicable federal, state, or local law.
This policy of Equal Employment Opportunity applies to all policies and programs relating to recruitment and hiring, promotion, compensation, benefits, discipline, termination, and all other terms and conditions of employment.
Any applicant or employee who believes they have been discriminated against by the Company or anyone acting on behalf of the Company must report any concerns to his/her Human Resources Business Partner, Legal, or Compliance immediately. The Company will not retaliate against any individual because he/she made a good faith report of discrimination.
EMD Serono - 17 months ago