About the Company

EMD Serono, Inc., an affiliate of Merck KGaA, Darmstadt, Germany, is a leader in the US biopharmaceutical arena, integrating cutting-edge science with unparalleled patient support systems to improve people's lives. The company has strong market positions in neurodegenerative diseases, MS and endocrinology. EMD Serono is also a leader in fertility treatments. With a clear focus on the patient and a leadership presence in the biopharmaceutical industry, EMD Serono's US footprint continues to grow, with more than 1000 employees around the country and fully integrated commercial, clinical and research operations in the company's home state of Massachusetts.

DESCRIPTION

This individual will handle direct customer interaction by providing nursing support and assistance to patients, caregivers, family members, nurses, physicians, and pharmacists. A key objective of the role is to achieve customer satisfaction and ensure adherence to therapy. This will be accomplished by listening to the customer needs and utilizing the resources available within the center to provide a customized solution. A geographic territory of patients will be assigned and must be managed to ensure patient adherence and persistency of neurology therapies. The RN Support Specialist will manage all customer information according to HIPPA guidelines and other laws and regulations and in the strictest of confidence and will enter all required information accurately and expeditiously into the program database including update of therapy start dates and dose. The RN Support Specialist may be called upon to provide education and support at patient and/or field oriented events.

KEY TASKS AND RESPONSIBILITIES

• Institute and maintain timely patient follow-up via outbound telephone calls to ensure continued product therapy.
• Manage an assignment of a geographic territory to reach the greatest number of patients and provide timely follow-up.
• Ensure compliance/adherence to therapy through expanded patient support systems.
• Provide patient/caregiver teaching as required.
• Provide guidance and direction to patients and caregivers in managing therapy side effects.
• Maintain communication with outreach nursing agencies and pharmacies to preserve the highest quality of patient handling.
• Handle adverse event calls. Triage to United States Product Surveillance (USPS) when appropriate.
• Maintain technical expertise in the assigned therapeutic area through continuous education and attendance of periodic internal lectures as well as association meetings for updates of current therapies and industry advancements.
• Share unique situations and issues with team members to ensure common response from all RN Support Specialists.
• Interact directly with patients, caregivers, Healthcare professionals in the Patient Support Services Center (Call Center - i.e., MS LifeLines)
• Handle all customer contacts with the highest in professional standards. Each call will be answered promptly, professionally, and compassionately with the end result of meeting the customer's needs (medical information, coordination of homecare requests, fulfillment, general source of information on their assigned therapeutic area, and triage for reimbursement to Reimbursement Specialists).
• Timely follow up with registrants of the support programs to ensure compliance on therapy.
• Gather and deliver approved medical information or triage to United States Medical Information (USMI) and/or United States Quality Assurance (USQA) group(s) for advanced medical questions, complaints.
• Partner with patient physician/nurses or other healthcare professionals to provide consistent product information.
• Ensure timely and effective execution of new customer programs.
• Update Managers/Supervisors with feedback from customers to improve services or provide recognition of staff members.
• Continued education will be required. Technical expertise in assigned therapeutic area is necessary and updates in current therapy will be required.