Virtual Patient Navigator – West

As the only global provider of commercial solutions, IQVIA understands what it takes to deliver nationally and internationally.  Our teams help biopharma, medical device and diagnostic companies get their therapies to the people who need them.  We help customers gain insight and access to their markets and ultimately demonstrate their product’s value to payers, physicians and patients.  A significant part of our business is acting as the company’s sales force to physicians or providing nurses to educate patients or prescribers.  With the right experience, you can help deliver medical breakthroughs in the real world.

​We are excited to announce that we are currently looking for a Virtual Patient Navigator to join our team. 

The Patient Navigator will have primary responsibility/accountability for providing superior customer service during one-on-one communications with patients prescribed a specific therapy to assist with setting appointments and helping to navigate insurance coverage.  Navigators will speak with patients via inbound and outbound telephonic communications fostering relationships using empathy, motivational interviewing, and barrier management.  A deep understanding of care coordination with Medicare patients is preferred.  

Job Duties:

The Patient Navigator will handle a variety of communications providing education related to disease, treatment, and resources to help patients manage his/her treatment journey. Patient Navigators will utilize a high level of experience with telephonic interactions including the use of soft skills, motivational interviewing, active listening, and problem-solving techniques leading to high customer satisfaction. Patient Navigators will function within the parameters of the program supported utilizing call guides and/or talking points as applicable. Patient Navigators will have experience within the pharmaceutical industry and will operate within the compliance guardrails outlined within the role. The interactions with the patients are strictly educational based. Patient Navigators will not provide medical advice or work clinically within the role.

Job Responsibilities:

• Patient Navigators will respond to inbound calls and make scheduled outbound calls for patients and/or caregivers regarding disease state information, approved aspects of the product, product administration/adherence, and additional aspects of the program sponsor’s patient support program. Interactions and education will be conducted utilizing client approved call guides and FAQs.
• Assist patients in finding a provider who is accepting new patients and can perform the needed treatment
• Educate patient on insurance coverage and how to locate a provider
• In conducting calls with patients and/or caregivers, the Patient Navigator will identify potential barriers to treatment; may utilize approved assessments or other approved techniques such as motivational interviewing to help mobilize patients to access patient services.
• Patient Navigators will use a proprietary PRM and telephony system to maintain information and track caller progress and to trigger calls, correspondence, or other activities.
• Call center hours may vary as this is a pilot but could range from 10am-8pm ET /(7am-5pm PT).   Core hours being 10-7pm ET.  
• Effectively manage a caseload of patients providing timely and ongoing touch points.
• Ensure all communications and activities are conducted in a manner that is strictly compliant with all IQVIA, client and industry mandated rules and regulation,  including appropriate handling and management of protected health information (PHI).
• Maintain solid knowledge of program initiatives, processes, and materials to resolve customer needs.
• Efficiently trouble shoot and triage calls escalating as needed to leadership.
• Identify and report any adverse events and product quality complaints per client approved process.
• Function as a team player with awareness of areas of improvement and recognition for both the team as a whole and individually.
• Any additional duties as assigned by program management

Education/Qualifications

Minimum Required:

• Bachelor’s Degree Required
• Psychology or Sociology or previous experience with assisting patients with persistency and adherence preferred.
• Above-average skills with technology, including ability quickly learn and accurately utilize contact center systems, PRM, and virtual platforms
• 1+ years’ experience in remote/virtual call center providing patient education and support
• Excellent virtual interaction and customer communication skills – both written and verbal
• Provide world class Customer service.
• Demonstrate flexibility, adaptability, and the ability to prioritize tasks.
• Ability to work effectively through influence and collaboration.
• Good judgment in managing and escalating client or project issues. Must be able to manage multiple tasks and understand contact center processes.
• Excellent interpersonal skills.
• Ability to identify problems, take initiative, and be solution oriented.
• Ability to work independently
• Flexibility to work evenings
• Candidate must have a validated home office environment in which to work

Highly Desirable/Strongly Preferred:

• Bachelor's degree in Psychology or Sociology strongly preferred.
• Pharmaceutical call center experience
• Previous experience working remotely
• Medicare FFS Knowledge

#LI-CES

IQVIA is a leading global provider of clinical research services, commercial insights and healthcare intelligence to the life sciences and healthcare industries. We create intelligent connections to accelerate the development and commercialization of innovative medical treatments to help improve patient outcomes and population health worldwide. Learn more at https://jobs.iqvia.com

IQVIA is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other status protected by applicable law. https://jobs.iqvia.com/eoe