Remote Patient Services Liaison, West-WA, OR, CA, AZ, CO (Novartis)
- Specialty License RN, ARNP, FNP, PMHNP, PA
- State License(s) AZ, CA, CO, OR, WA
This role is to be the single point of contact to provide case management support to Cosentyx patients. The Patient Services Liaison is responsible for coordinating and delivering resources and information to support the patient and their experience with Novartis Patient Services, thereby helping to limit barriers that may hinder appropriate patient outcomes.
The role is to be the primary face of the patient services program with the patients and responsible for overall customer satisfaction. The Patient Services Liaison interacts with patients via multiple channels (e.g., phone, email, text) to educate, motivate, and empower them. The Patient Services Liaison would only provide information and education to the patient after they are prescribed Cosentyx and enrolled in the program, offer virtual or live injection training, and provide adherence services to the patient up until graduation at approximately 8 or 12 months of support. The Patient Services Liaison will handle inbound and outbound calls to/from existing patients, new patients and the hub. The Patient Services Liaison delivers patient program information and conducts only virtual (telephonic) visits with patients. The Patient Services Liaison is also the leader of the patient services pod, aligning patient services with field resources as well as third party vendors.
This position does not involve the practice of nursing.
The role will be home based and the Patient Services Liaisons will service patients virtually. There will be little to no travel required of this role. All patient facing activities (and internal collaboration) will be telephonic.
The Patient Services Liaison must act in accordance with all Company policies and guidelines. All Patient Services Liaison activities will be performed in a manner that is consistent with and compliant with all Company policies.
Services and Activities Provided by Patient Services Liaisons
Activities include, but are not limited to:
Overall patient case management; coordination and management of patients, from enrollment to graduation (defined by patient readiness assessment) after 8-12 months adherence support.
Provide disease state and appropriate product information, services to patient
Provide information to patient on access and reimbursement journey
Provide adherence support for ongoing patients
Coordination of other Novartis patient programs
Possibly coordinate with field reimbursement specialists / Hubs to provide reimbursement support
Provide virtual injection training upon request
Act as a readily available resource to answer any questions on the administration of the products to patients
Report all adverse events and product complaints in accordance with established policies and procedures
Maintains patient documentation and performs records audits as required
Maintains knowledge and expertise of product, disease state and important safety information
Performs other duties as assigned or requested
Key Performance Indicators
Drive a high level of customer satisfaction with Novartis patient services
Deliver exceptional operational service to customers, as defined by various transactional goals
Impact on Organization
Drive to Improve the patient experience throughout their journey
Facilitate appropriate patients getting started on therapy
Help appropriate patients adhere to HCP treatment plan for therapy
2+ years Patient Services Liaison experience
3+ years of experience with Complex Specialty products required (such as Psoriasis, Psoriatic Arthritis, Rheumatoid Arthritis, Lupus, Crohns, MS, Orphan Diseases, Biologics, Medical Devices, Oncology, Transplant, Infusion)
Empathy, drive, positive competitive spirit, and commitment to great service
Strong compliance mindset, demonstrating a high level of integrity and ethical judgment
Satisfaction from having a visible impact to the patient
• Outgoing personality, excellent interpersonal and relationship management skills
• Understanding of patient privacy laws including HIPAA and similar state laws.
Ability to fulfill duties with limited supervision
Must pass all required company certifications and/or oral board exams as needed
Must adhere to all company policy and compliance regulations
2+ years of Pharmaceutical experience preferred
Understanding of product and payer 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
Solution oriented problem solving to ensure customer satisfaction of the patient
Excellent computer skills
Proven track record of success as a Patient Services Liaison preferred
Bachelor’s degree; Nursing Degree (RN, NP, PA) with licensure in state in which he/she resides
Fluent in English (oral and written)