Work Your Magic with us! Start your next chapter and join MilliporeSigma.
Ready to explore, break barriers, and discover more? We know you’ve got big plans – so do we! Our colleagues across the globe love innovating with science and technology to enrich people’s lives with our solutions in Healthcare, Life Science, and Electronics. Together, we dream big and are passionate about caring for our rich mix of people, customers, patients, and planet. That's why we are always looking for curious minds that see themselves imagining the unimaginable with us.
This role does not offer sponsorship for work authorization. External applicants must be eligible to work in the US.
Your Role:
As the Patient Support Navigator (Remote), you play an integral role within EMD Serono’s patient support hub, MS Lifelines(MSLL). You are responsible for urgently and accurately processing documents sent into MSLL, including Service Request Forms (SRFs) which kicks off the first step of the patient journey. Additionally, you will individually support other roles within MSLL by managing inbound and outbound phone calls. You goal is helping patients gain access to their prescribed EMD Serono MS medication through actively listening with the patient, utilizing program knowledge and resources, and providing tailored solutions. This role will require an agile mindset with flexibility to manage the evolving needs within the healthcare landscape.
REMOTE position with Shift availability between 11:30-8pm EST
Key Tasks & Responsibilities:
- Answering all incoming phone calls promptly, professionally and leading with a "One Call Resolution" approach.
- Manage all patient inquiries related to product and disease state information, and reimbursement questions.
- Manage and process all Service Request Forms within twenty-four hours of receipt, ensure all data entry is accurately entered in the CRM.
- Collaborates with all levels of the organization to ensure policies and procedures must support both operational needs and service standards to support the organizational vision and mission.
- As a team, continuously improve our processes to maximize efficiency while maintaining customer satisfaction score (CSAT), and additional team metrics.
- Apply Critical Thinking: Analyze the problem, conduct root cause analysis, consider solutions, exercises judgement, and act.
- Active Listener: Actively listens to caller, probes for clarification, and provides guidance based on patient’s needs.
- Collaborator: Embraces our culture of performance and continuous improvement; contributes to identify solutions.
- Leverage functionality of ibond application to increase accuracy of the data entry process.
- Remain compliant with regards to accessing and sharing customers’ personal health information (PHI) with providers to include methods of communication including fax cover sheets, encrypted emails, and caller identity verification.
- Responsible for all continuous administrative duties within the role.
- Participate as a team member on cross-functional project teams in support of moderate projects related to existing and new department initiatives. Effectively communicates issues and results via virtual meetings, focus groups, verbal communication, email, and presentations.
- Performs other duties as needed and required.
Who you are:
Minimum Requirements:
- Associate’s degree in any discipline with 1+ year of reimbursement and/ or customer care experience in health insurance, or healthcare industry
OR
- High School Diploma or GED with 2+ years of reimbursement and/ or customer care experience in health insurance, or healthcare industry.
Preferred Qualifications:
- Patient and solution centric mindset
- Comfortable with managing multiple systems at the same time.
- Effective communication and interpersonal skills, with peers, managers, patients, healthcare professionals and other stakeholders.
- Individual must possess critical thinking skills, positive attitude, exceptional listening skills, empathy and strong verbal and written communication skills.
- Ability to manage multiple priorities and work independently in a fast-paced environment.
- Strong organizational skills and attention to detail
- Proficiency in Microsoft Office and software applications.
- Data entry experience and the ability to manage sensitive information.
- Works well in a team environment.
What we offer: We are curious minds that come from a broad range of backgrounds, perspectives, and life experiences. We celebrate all dimensions of diversity and believe that it drives excellence and innovation, strengthening our ability to lead in science and technology. We are committed to creating access and opportunities for all to develop and grow at your own pace. Join us in building a culture of inclusion and belonging that impacts millions and empowers everyone to work their magic and champion human progress!
Apply now and become a part of our diverse team!
If you would like to know more about what diversity, equity, and inclusion means to us, please visit https://www.emdgroup.com/en/company/press-positions.html
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