Patient Support Specialist Hybrid/Onsite

Overview

KellyConnect is hiring a Patient Support Specialist for our client in Horsham, PA. As a part of the customer service team, you will support eligible cancer patients and their caregivers through their journey. We are deeply committed to providing patients/caregivers with an exceptional service experience, so they are well-positioned for treatment and to receive care.

We are looking for someone who is service-oriented with the ability to drive insights and operational enhancements in a dynamic environment, while remaining forward-thinking to proactively and reactively respond to patient and caregiver needs. A successful candidate must have excellent communication and critical thinking skills. This role represents a unique opportunity to directly assist patients/caregivers in close partnership with internal and external supplier partners.

Example Of Shifts

The Patient Support Specialist will play a critical role in managing the day-to-day operations of the patient support program by assisting with patient/caregiver eligibility, enrollment, travel logistics and reimbursement where appropriate. To best support patients and their caregivers, the team will be set up as a contact center with operating hours of 8AM to 8PM Monday through Friday in which you will be expected to work 8.5 hour shifts within operating hours. This team operates on 4-week rotation schedule, meaning all candidates must be comfortable with rotating shifts.

• 1 Week: 11:30 AM - 8:00 PM
• 1 Week: 7:30 AM - 4:00 PM
• 2 Weeks: 9:00 AM - 5:30 PM

You must welcome the challenge of working in a highly visible role where you can meaningfully impact the health and well-being of others. You should be a motivated self-starter and quick study who approaches assignments with urgency and diligence.

Responsibilities

• Work to monitor performance and help find operational improvements in the end-to-end patient experience so that we can continue to improve our service offerings over time in support patients
• Respond to inquiries from patients/caregivers/sites regarding the patient support service offerings using a call guide resource
• Validate patient travel expenditures in compliance with SOPs and provide reimbursement through third-party supplier partner
• Capture all required elements for enrolled patients to process reimbursement and ensure compliance with the program requirements
• Proactively work with patients/caregivers showing empathy and compassion throughout their treatment plan
• Enter and maintain accurate data and records into the patient management tool in compliance with the program requirements
• Perform administrative functions of requesting and responding to travel and logistics, sometimes urgently since last minutes change is highly probable while staying calm and offering support to the patient/caregiver
• Serve as the point person for a select number of patients/caregivers in supporting their treatment through an online case management system
• Other duties as assigned
• Follow all SOPs to ensure program compliance in working with patients and capturing data requirements needed for the program

Qualifications

• Effectively collaborate in a team environment that will require you to coordinate activities and build partnerships across internal/external organizations
• Excellent oral and written communication skills with the ability to demonstrate patient empathy and support is required, bilingual capabilities are a plus
• Strong understanding of the importance of adhering to SOPs to ensure compliance throughout the process
• Associates Degree required, Bachelors Degree preferred
• This position will be in Horsham, PA at the CAR-T contact center and may require limited travel to other J&J locations for business meetings (temporarily remote)
• Strong financial management skills to reconcile receipts for patient reimbursement
• Eager to take ownership, be proactive, and see patients/caregivers through their entire CAR-T journey
• Demonstrated excellence in communication skills in speaking with patients/caregivers in caring manner so they feel supported throughout their treatment journey
• Self-starter skilled in problem-solving and using personal knowledge and any other available resources to work through ambiguous situations to resolve issues for patients/caregivers and ensure their complete satisfaction
• Willingness to flex in a dynamic fast-paced environment with changing patient/caregiver needs
• Demonstrates excellent care management and ability to maintain records, in accordance with the program design and compliance standards
• A minimum of 3 years of relevant experience is required, pharmaceutical/medical call center experience preferred
• Passionate about supporting cancer patients with multiple myeloma, with the ability to translate their needs and serve as a resource for our services
• Ability to learn and work within IT platforms to document patient cases
• Exhibits excellent organizational skills with the ability to prioritize activities to address patient travel, logistics and reimbursement support needs
• Agile learner who is comfortable operating in complex environments and shielding patients/caregivers from the complexity
• Skilled in problem-solving and using personal knowledge and any other valuable resources to work through ambiguous situations and ensure a positive customer experience
• Demonstrates ability to complete tasks with sense of urgency while adhering to SOPs and established program business rules
• Effectively work in a team environment that will require you to coordinate activities, build partnerships across multiple stakeholders, both internally and externally

Notes

• Must be legally authorized to work in the United States without the need for employer sponsorship, now or at any time in the future
• Vaccine requirement
• Must be able to be onsite 3 days per week with option of working remotely 2 days per week (hybrid status)