The posting
Momentum Life Sciences helps the healthcare industry connect, motivate, and empower people to engage in their health.
By combining the power of real, personal connections and the convenience of technology, Momentum delivers solutions that drive better health and business outcomes.
Who We Are: Momentum is a leading provider of patient and healthcare professional engagement solutions with more than 30 years of experience in the healthcare industry.
What We Do: We partner with life science companies to design, build and deliver effective and efficient patient support programs helping patients achieve a better start and longer stay on therapy.
How We Do It: Our patient engagement and Clinical Nurse Educator platform delivers personalized, evidence-based human and digital interventions.
**This role will be working the hours of 11-8p EST, Monday through Friday**
About the Position:
The Virtual Clinical Educator is responsible for utilizing professional clinical skills, including the ability to foster patient relationships through empathy and clinical experience, to provide personalized, high-touch support to patients recently prescribed a complex therapy. The role will engage with patients and providers to provide expert, clinically relevant, individualized counsel in conjunction with product support the new therapy regimen. The VCE will manage a series of touch points as the trusted clinical advocate to a specified patient caseload.
The touch points will uncover patient barriers and internal motivators, taking patients from product onboarding to therapy initiation to milestone celebrations, motivation, maintenance, and eventual “graduation” from the program. This role will work collaboratively to enhance the patient start experience and support patient compliance and persistence initiatives by building individual relationships with patients. The educator will provide ongoing education and therapy support to the patient, their caregiver, clinical staff, and/or support network.
Essential Functions:
- Provide virtual omnichannel support through email, chat, text, virtual connections, and inbound or outbound calls
- Demonstrate strong empathy and high emotional intelligence to engage patients with complex health conditions effectively, creating an individual relationship-based connection built on trust and rapport
- Act as a single point of contact for patients; provide instruction and education about treatment/therapy and connect patients with additional resources when needed while partnering with the HUB and other key stakeholders to ensure the patient feels supported and confident from initiation through any transitions in their therapy journey
- Communicate complex information effectively and empathetically to patients and their caregivers
- Accurately complete patient engagements based on provided criteria
- Identify the root cause for any potential barriers the patients experience in adhering to the therapy through a motivational interviewing model
- Understand and coach patient initiation and support processes while encouraging patient confidence to help start and stay on therapy
- Ensure the success of the program through collaborative partnerships with patients, brand, and operational partners
- Work and communicate cohesively within a team to identify collaborative opportunities and enable process improvement
- Provide your supervisor and the client solutions team constructive patient feedback on the product, patient, and industry insights to enable enhancements
- Ensure all activities are conducted in a manner that complies with all MLS, client, and industry-mandated rules and regulations
- Complete and timely AEPQC reporting and provide all communications in a compliant manner
- Maintains up-to-date caseload with no overdue events
Required Education and/or Experience:
- Associates degree required; Bachelor’s degree preferred with minimum 1 year of telephonic patient support, call center environment experience
Required License and/or credential(s):
- Current, unrestricted RN license
Required Skills:
- High emotional intelligence and ability to exhibit empathy to meet each patient where they are
- Strong clinical skills and experience with medication compliance, specialty pharmacy knowledge, understanding of the insurance approval process, and motivational interviewing
- Desire and ability to create an individualized relationship with patients as they progress through their journey
- Ability to accurately recognize and report AEPQC information
- Optimistic, upbeat, and enthusiastic in times of challenge and constant change
- Ability to deliver outstanding patient experience
- Demonstrate experienced competency and ability to independently navigate technology using multiple platforms, computer screens, and other technical components. (Ex: Telephony Systems, CRM tools, Microsoft Suite)
- Advanced knowledge of written and verbal communication skills and problem-solving techniques
- Detail-oriented, highly organized, and able to work through ambiguity
- Able to work independently, self-motivated, managing workload with minimal supervision
- Ability to maintain cases and complete calls on time
- Ability to maintain compliant conversations and documentation in a high-volume role
- Ability to maintain patient confidentiality by using the headset during all conversations, maintaining a private environment for home office without distraction
- Ability to maintain great flexibility in an ever-changing environment and willingness to learn other therapies or float to other brands as needed
- Strong background in inbound or outbound queues and willingness to work either role
- History of covering multiple brands and conditions at the same time with strong understanding of resources, approved materials, speaking boundaries, and compliance standards for all
Special Position Requirements:
Travel:
Minimal travel required
Working Conditions:
Work is generally sedentary in nature but may require standing and walking for up to 10% of the time. The working environment is generally favorable. Lighting and temperature are adequate, and there are no hazardous or unpleasant conditions caused by noise, dust, etc. Work is generally performed within an office environment, with standard office equipment available.
Physical Requirements:
Must be able to read, write, and communicate fluently in English. Ability to communicate effectively (hear, listen, speak) with or without reasonable accommodations.
Anticipated Salary Range: Up to $38hr plus targeted bonus
Momentum Life Sciences anticipates that the base salary for this position could range up to $38hr, and will depend, in part, on the successful candidate’s qualifications, including education, experience, and competency for the role. Some roles may include car allowance and eligibility to earn targeted bonus based on company or individual performance.
