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.

The Patient Enrollment Specialist will play an integral role within EMD Serono's Patient Support Call Center, MS LifeLines, (MSLL) as part of the overall Patient Marketing function within the Neurology Department. The Patient Enrollment Specialist will enroll patients into a contact database and address customer inquiries such as, requests for product and disease state information, program fulfillment materials, coordination of home nursing care requests, and reimbursement support and/or triage. This role will require flexibility and the ability to multi-task in terms of duties to ensure accurate data entry, handling of inbound and outbound phone calls, database enrollment and entry accuracy, and fulfillment of certain operational activities.

The Patient Enrollment Specialist will manage all customer information in the strictest of confidence and will enter all required information accurately and expeditiously into the program database.

The shift for this position is: 8:45 a.m. to 5:15 p.m. Saturday through Wednesday. Scheduled days off are Thursday and Friday.

Key Tasks & Responsibilities

• Enrollment of prescription information or service request forms within 24 hours of receipt.
• Perform outbound patient notification calls daily and provide an explanation of MS LifeLines service offerings to enrollees welcoming the participant to MS LifeLines.
• Confirm relevant medication information, demographic information, insurance information, and previous therapy history.
• Assist with closing reimbursement cases once product ship dates are confirmed from a pharmacy.
• Work on innovative projects within the call center including PEZ mailings, correspondence processing, false start outreach, etc.
• Interact directly with patients, caregivers, healthcare professionals.
• Handle all customer contacts with the highest of professional standards including entering of confidential patient and or healthcare information.
• Answer each call 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).
• Gather and deliver approved information or refer to other internal teams for advanced questions or complaints.
• Assist all customers (patients, healthcare professional, prescribers, physicians, nurses) with our products, devices or services by providing approved and consistent product information.
• Update Managers/Supervisors with feedback from customers to improve services or provide recognition of staff members.
• It is expected that the majority of callers can be serviced by the Patient Enrollment Specialist without the need to refer the customer to another entity.
• Review outsourced reimbursement reviews to certain pharmacies. Review the case and determine next steps (i.e. Device distribution; nurse training required). If the case is considered "Out of Network," often times, the specialist must set up the next step in the database for the Medical Reimbursement Specialist.
• Determine what actions to take to resolve unique issues. Actions may include contacting pharmacies to clarify prescription information, insurance companies to confirm benefits, and physician's offices in a collaborative fashion to resolve patient issues.
• Manage replacement requests of our products or devices for patients. Exercise good judgment on when to expedite delivery based on needs or available options.
• Continued education is required. Technical expertise in assigned therapeutic area may be necessary and updates in current therapy will be required. For example in Multiple Sclerosis it is important to remain current in new therapies and industry advancements.
• Attendance of certain association meetings during the year may be required to receive updated information or competitive review.

• College Degree required (Associates/ Bachelors) or equivalent.
• Fully bilingual capability a plus.

• Two years customer care and or enrollment related experience, preferably in a medical field with patient interaction or educational support.

• Exceptional customer service and telephone skills.
• Strong computer skills (customer contact databases, Windows, Word, and Excel) required.
• Quality Data Entry and accuracy in typing skills are required.
• Ability to manage multiple and/or repetitive tasks.
• Must be flexible in working hourly shifts, weekends and certain holidays, or holiday weekends. Overtime may be required.
• Shift is Saturday through Wednesday, 8:45 a.m. to 5:15 p.m. Scheduled days off are Thursday and Friday.
• Limited travel will be required.