The Nurse Navigator will have primary responsibility/accountability for providing superior customer service during one-on-one communications with patients prescribed a specific cardiovascular therapy. Nurse Navigators will speak with patients via inbound and outbound telephonic communications fostering relationships using empathy, motivational interviewing, barrier management, and clinical competence.

This role will engage with patients diagnosed with Obstructive Hypertrophic Cardiomyopathy (oHCM) and the associated treatment. The Nurse Navigator will provide expert, clinically relevant, individualized education pertaining to oHCM and the prescribed treatment to encourage a successful initiation and adherence to therapy.

Job Duties:

The Nurse Navigator will handle a variety of communications providing education related to disease, treatment, and resources to help patients manage his/her treatment journey. Nurse Navigators will utilize a high level of experience with telephonic interactions including the use of soft skills, motivational interviewing, active listening, and problem-solving techniques leading to high customer satisfaction. Nurse Navigators will function within the parameters of the program supported utilizing call guides and/or talking points as applicable. Nurse Navigators will have experience within the pharmaceutical industry and will operate within the compliance guardrails outlined within the role. The interactions with the patients are strictly educational based. Nurse Navigators will not provide medical advice or work clinically within the role.

Job Responsibilities:

• Nurse Navigators will respond to inbound calls and make scheduled outbound calls for patients and/or caregivers regarding disease state information, approved clinical aspects of the product, product administration/adherence, and additional aspects of the program sponsor’s patient support program. Interactions and education will be conducted utilizing client approved call guides and FAQs.
• In conducting calls with patients and/or caregivers, the Nurse Navigator will identify potential barriers to treatment; may utilize approved assessments or other approved techniques such as motivational interviewing to help mobilize patients to access patient services.
• Nurse Navigators will use a proprietary CRM and telephony system to maintain information and track caller progress and to trigger calls, correspondence, or other activities.
• Call center hours are Monday – Friday, 8:00 AM – 11:00 PM EST.
• Effectively manage a caseload of patients providing timely and ongoing touch points.
• Ensure all communications and activities are conducted in a manner that is strictly compliant with all IQVIA, client and industry mandated rules and regulation, including appropriate handling and management of protected health information (PHI).
• Maintain solid knowledge of program initiatives, processes, and materials to resolve customer needs.
• Efficiently trouble shoot and triage calls escalating as needed to leadership.
• Identify and report any adverse events and product quality complaints per client approved process.
• Function as a team player with awareness of areas of improvement and recognition for both the team as a whole and individually.
• Any additional duties as assigned by program management

Education/Qualifications

Minimum Required:

• Current RN license required within state of residence
• At least five (5) years’ clinical experience required
• Bilingual - fluent speaking in Spanish and English required
• Above-average skills with technology, including ability quickly learn and accurately utilize contact center systems, CRM, and virtual platforms
• One to 2 years’ experience in remote/virtual call center providing patient education and support
• Excellent virtual interaction and customer communication skills – both written and verbal
• Provide world class Customer service.
• Demonstrate flexibility, adaptability, and the ability to prioritize tasks.
• Ability to work effectively through influence and collaboration.
• Good judgment in managing and escalating client or project issues. Must be able to manage multiple tasks and understand contact center processes.
• Excellent interpersonal skills.
• Ability to identify problems, take initiative, and be solution oriented.
• Ability to work independently
• Flexibility to work evenings
• Candidate must have a validated home office environment in which to work

Highly Desirable/Strongly Preferred:

• Compact multi-state licensure
• Clinical education experience
• Bachelor's degree in Nursing strongly preferred.
• Experience in Cardiovascular disease management
• Pharmaceutical call center experience
• Previous experience working remotely
• Experience w/ REMS programs/products