Covance Telephonic Nurse Specialist in Durham, North Carolina
The Nurse Specialist is responsible for supporting the operations of Covance Market Access Services clinical care and access programs. This individual interacts primarily with patients who are receiving clinical support services from a program. Examples of this type of support may include contact center based-services, such as advising patients on dosing, guiding patients through product administration, providing advice to patients on managing side effects, discussing medication adherence with patients, or field-based services, such as on-site patient injection training, and presentations to providers and practice managers.
Additionally, this individual may be responsible for preparing monthly and ad hoc project-specific reports. In addition, the Nurse Specialist is responsible for assigning work to other members of their team. The Nurse Specialist also serves as a subject matter expert on programs and is first point of contact for clinical care program calls.
The Nurse Specialist will be field-based.
Makes scheduled outbound calls and responds to inbound calls from patients and other customers regarding clinical aspects of a product, product administration, and adherence to medical therapies or treatments or for other related issues. Conducts follow up calls or sends follow up correspondence as necessary according to the program’s guidelines.
Reviews client approved therapy or treatment-related information with callers and identifies potential barriers to treatment. Within guidelines approved by the program’s sponsor, helps identify solutions to improve access and to help patients remain on treatment. Provides approved information to patients and their caregivers in a clear, caring way so that they may make informed choices.
Keep case notes and tracks cases effectively using proprietary computer system. Establishes appropriate activity plans to trigger next call, correspondence, or intervention.
May provide client pre-approved medical information or literature to customers based on the guidelines of the specific program.
May conduct motivational interviewing and behavioral coaching calls with patients to encourage them to be adherent to their medication as prescribed.
Other duties, as assigned.
The Nurse Specialist will have a current RN license in good standing in the state of practice. In addition, will ideally hold a Bachelor’s degree or evidence of continual work toward a degree is strongly preferred. The Nurse Specialist without a Bachelor’s Degree must have an Associate’s Degree and ideally should have four or more years of healthcare or customer service work experience.
Additional required skills include:
Strong written and oral communication skills.
Customer service focus.
Ability to work effectively through influence and collaboration .
Good judgment in managing and escalating client or project issues. Must be able to manage multiple projects and understand contact center processes.
Excellent interpersonal skills.
Ability to identify problems, take initiative, and be solution oriented.
Minimum of two years customer service and contact center experience strongly desired. Experience with field-based work is also desired.
2 years clinical experience
* Call Center experience valued *
* Bilingual is a plus but not required*
Covance is committed to diversity in the workplace and is an equal opportunity employer (Minority/Female/Individual with Disability/Veteran/Sexual Orientation/Gender Identity). Your confidentiality and privacy are important to us.
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