Overview:
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.
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 contact center with operating hours of 7:30AM to 8PM Monday through Friday in which you will be expected to work 8.5 hour shifts within operating hours.
The team operates on a hybrid/remote schedule, working 3 days in-office, 2 days remote.
This team operates on 4-week rotation schedule; all candidates must be comfortable with rotating shifts. Example of shifts:
-- 1 Week: 7:30 AM - 4:00 PM
-- 2 Weeks: 9:00 AM - 5:30 PM
-- 1 Week: 11:30 AM - 8:00 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:
- Serve as the point person for a select number of patients/caregivers in supporting their treatment through an online case management system
- Respond to inquiries from patients/caregivers/sites regarding the patient support service offerings using a call guide resource
- 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
- Validate patient travel expenditures in compliance with SOPs and provide reimbursement through third-party supplier partner
- Enter and maintain accurate data and records into the patient management tool in compliance with the program requirements
- Follow all SOPs to ensure program compliance in working with patients and capturing data requirements needed for the program
- 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
- 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
- Other duties as assigned
Qualifications:
- Associate Degree required; B.S. or B.A. degree preferred
- A minimum of 3 years of relevant experience is required, pharmaceutical/medical call center experience preferred
- Excellent oral and written communication skills with the ability to demonstrate patient empathy and support is required, bilingual capabilities are a plus
- Ability to learn and work within IT platforms to document patient cases
- Effectively collaborate in a team environment that will require you to coordinate activities and build partnerships across internal/external organizations
- 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 excellent care management and ability to maintain records, in accordance with the program design and compliance standards
- Eager to take ownership, be proactive, and see patients/caregivers through their entire CAR-T journey
- This position will be in Horsham, PA at the CAR-T contact center and may require limited travel to other locations for business meetings (temporarily remote)
- Willingness to flex in a dynamic fast-paced environment with changing patient/caregiver needs
- Demonstrated excellence in communication skills in speaking with patients/caregivers in caring manner so they feel supported throughout their treatment journey
- Demonstrates ability to complete tasks with sense of urgency while adhering to SOPs and established program business rules
- Strong understanding of the importance of adhering to SOPs to ensure compliance throughout the process
- Strong financial management skills to reconcile receipts for patient reimbursement
- 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
- Exhibits excellent organizational skills with the ability to prioritize activities to address patient travel, logistics and reimbursement support needs
- Effectively work in a team environment that will require you to coordinate activities, build partnerships across multiple stakeholders, both internally and externally
- Agile learner who is comfortable operating in complex environments and shielding patients/caregivers from the complexity
- Passionate about supporting cancer patients with multiple myeloma, with the ability to translate their needs and serve as a resource for our services
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About Kelly:
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Kelly Services is proud to be an Equal Employment Opportunity and Affirmative Action employer. We welcome, value, and embrace diversity at all levels and are committed to building a team that is inclusive of a variety of backgrounds, communities, perspectives, and abilities. At Kelly, we believe that the more inclusive we are, the better services we can provide. Requests for accommodation related to our application process can be directed to Kelly's Human Resource Knowledge Center. Kelly complies with the requirements of California's state and local Fair Chance laws. A conviction does not automatically bar individuals from employment. Kelly participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.