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

The Patient Support 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 Support Specialist will handle direct customer interactions and calls in order to address customer concerns such as special requests for product or device related information, program fulfillment materials, coordination of home nursing care requests, and reimbursement support and/or triage. The main objective is to achieve customer satisfaction and ensure customer retention on therapy. This will be accomplished by listening to the customer needs and utilizing the resources available to provide a customized solution for the customer. 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 Support 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

• Interact directly with patients, caregivers, healthcare professionals.
• Handle all customer contacts with the highest of professional standards. Each call will be answered promptly, professionally, and compassionately with the end result of meeting the customer's needs.
• Gather and deliver approved information or refer to other internal teams for advanced questions or complaints.
• Provide the patient physician/nurses or other healthcare professionals approved 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 Support 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 MS - keep up-to-date of new therapies, Internet feedback/comments, 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 work experience.
• Fully Bilingual capability a plus.

• Two years customer care experience, preferably in a medical field with patient interaction or educational support.
• Strong computer skills (customer contact databases, Windows, Word, and Excel) required.
• Strong data entry/typing skills.

• Exceptional customer service and telephone skills.
• Strong Interpersonal skills.
• Strong oral and written communication skills.
• Ability to manage multiple and/or repetitive tasks.
• Must be flexible in working hourly shifts, weekends and certain holidays, or holiday weekends.
• Shift is Saturday through Wednesday, 8:45 a.m. to 5:15 p.m. Scheduled days off are Thursday and Friday.
• Overtime may be required.
• Limited travel will be required.