Multiple Sclerosis Patient Services Liaison (Wilkes Barre, PA)

Job description

Job Description

This role is to be the main point of contact in providing case management support to Multiple Sclerosis patients and HCPs in the process of initiating Gilenya therapy. The Patient Services Liaison is responsible for coordinating and delivering resources and information to optimize the MS patient and physician experience with Gilenya, with the ultimate goal of improving patient outcomes.
This position does not involve the practice of nursing. The role is to be the primary face of the patient services program with the patients and HCPs and is responsible for overall customer satisfaction.

Major Accountabilities:
• Primary HCP interface for the Gilenya patient services program including live office visits, problem resolution, reimbursement support and office staff education
• Interacts with patients via phone and in-person to educate, motivate, and empower them at every step of the initiation process as well as transition to adherence support
• Handles outbound and inbound calls to/from existing patients, office staff, prescribers and new patients
• Lead the patient services pod, aligning patient services with field sales resources as well as third party vendors.
• Delivers patient programs and conducts live/virtual visits with patients during First Dose Observation Leader of the patient services pod.
• Coordinates and aligns patient services with field resources and well as 3rd party vendors
• Act in accordance with company guidelines and requirements.

EEO Statement

The Novartis Group of Companies are Equal Opportunity Employers and take pride in maintaining a diverse environment. We do not discriminate in recruitment, hiring, training, promotion or any other employment practices for reasons of race, color, religion, gender, national origin, age, sexual orientation, marital or veteran status, disability, or any other legally protected status.

Desired profile

EDUCATION
Minimum Requirements:
• Bachelor's degree
; • Nursing Degree (RN, NP)
• licensure in state in which he/she resides
• Fluent English (oral and written)

EXPERIENCE
Minimum Requirements:

MS certification preferred

Experience with explaining difficult clinical concepts and related processes to patients, HCPs and office staff

Empathy, drive, positive competitive spirit, and commitment to great service

Obtains satisfaction from improving patients' lives while having a visible impact on the business.

Outgoing personality, excellent interpersonal and relationship management skills

Understanding of patient privacy laws including HIPAA and similar state laws.

Understanding of product and payor reimbursement landscape and prior authorization guidelines and processes

Basic understanding of specialty pharmacy providers preferred

Ability to establish relationships, identify trends, and provide education

Manage multiple strategic initiatives simultaneously and reprioritize where necessary

Collaborate effectively with team members and exhibit leadership

Possess project, time, and organizational management skills

A self-starter

Solution oriented problem solving to ensure customer satisfaction of the patient

Excellent computer skills

Proven track record of success as a field-based Nurse Educator preferred

Must be able to travel; valid driver's license required



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