Patient Navigator, Patient Support Operations

Role Summary

The Patient Navigator, Patient Support Operations, educates customers about PAH and PH-ILD products and provides services that streamline patient access to therapy. The role adheres to FDA and regulatory guidelines, guiding individuals through obtaining prescribed medication and acting as a bridge between patients, caregivers, and healthcare providers to remove non-clinical barriers. This onsite role in Morrisville, NC supports a patient-centric approach from case initiation to closure.

Responsibilities

• Providing a "Best in Class" customer experience for patients, prescribers, and caregivers
• Removing non-clinical barriers to therapy
• Operating in compliance with FDA and Standard Operating Procedures
• Supporting a culture that ignites passion

Qualifications

• Required: Associates Degree in life sciences, business, or related field with 4+ years of relevant experience in case management, customer service, or patient experience management; or Bachelor's Degree with 2+ years of relevant experience in the same fields
• Required: Strong sense of ownership, problem-solving abilities, exceptional interpersonal skills, and ability to provide compassionate, patient-centered care, support, and education
• Required: Professional telephone etiquette; effective verbal and written communication skills
• Required: Strong communication and interpersonal skills to engage with patients, healthcare professionals, and cross-functional teams
• Required: Empathy, compassion, and a patient-centric mindset
• Required: Adaptive, open to feedback, and able to anticipate needs
• Required: Ability to lead without authority and drive for results
• Required: Excellent problem solving, time management, and organizational skills
• Required: Ability to work onsite Monday–Friday from 10:00 a.m. to 7:00 p.m. ET
• Preferred: Bachelor’s Degree in life sciences, business, or related field
• Preferred: Strong proficiency with Microsoft Office suite
• Preferred: Experience working in an SOP environment
• Preferred: Prior case management ownership of a territory
• Preferred: Experience utilizing CRM (e.g., Health Cloud, Salesforce) for patient support activities
• Preferred: Experience with patient support programs, case management, and adherence program designs
• Preferred: Rare disease and/or complex therapy administration experience
• Preferred: Experience with text or chat HIPAA-compliant communication methods
• Preferred: Bilingual Spanish

Education

• Associates Degree in life sciences, business, or related field
• Bachelor's Degree in life sciences, business, or related field

Additional Requirements

• Onsite work requirement: Morrisville, NC