US-OH, Patient Services Liaison, Cleveland, OH 220332BR_1502131501-MZ
|This role is to be the main point of contact to MS patients and HCPs in the process of initiating MS therapy. The Novartis Patient Services Liaison (PSL) is responsible for coordinating and delivering resources and information to optimize the MS patient and physician experience with our MS therapy, with the ultimate goal of improving patient outcomes. This position does not involve the practice of nursing. |
Primary face of the MS patient services program with patients and HCPs and responsible for overall customer satisfaction. Interacts with patients via phone and in-person to educate, motivate, and empower them at every step of the initiation process as well as transition to adherence support
Primary HCP interface for the MS patient services program including live office visits, problem resolution, reimbursement support and office staff education. Handles outbound and inbound calls to/from existing patients, office staff, prescribers and new patients. Delivers patient programs and conducts live/virtual visits with patients during First Dose Observation. Leader of the patient services pod and coordinates and aligns patient services with field resources and well as 3rd party vendors. This position does not involve the practice of nursing; Novartis MS PSL must be able to act in accordance with company guidelines and requirements.
Bachelor’s degree; Nursing Degree (RN, NP, PA) with licensure in state in which he/she resides; MS certification preferred
Fluent in English (oral and written)
2+ years Sales and/or 2+ years Nurse Educator experience
Must be able to travel; valid driver’s license required.
Experience with explaining difficult clinical concepts and related processes to patients, HCPs and office staff
Empathy, drive, positive competitive spirit, and commitment to great service
Strong compliance mindset, demonstrating a high level of integrity and ethical judgment
Outgoing personality, excellent interpersonal and relationship management skills
Obtains satisfaction from improving patients’ lives while having a visible impact on the business.
Understanding of patient privacy laws including HIPAA and similar state laws.
Understanding of product and payor 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
Strong ability to work cross functionally within Novartis (including, by way of example, with Public Affairs, State & External Affairs, Managed Markets, Marketing, Sales)
Strong leadership & collaboration skills
Exceptional customer focus, negotiation, collaboration, initiative, results oriented, leadership, communication, presentation and project planning skills
Demonstrate network building skill set or business solution oriented capabilities
Display strong judgment, relationship building, and customer service competencies
Thorough understanding of public and private payer dynamics
Ability to fulfill duties with limited supervision
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