Patient Success Specialist

MEDVANTX•Manalapan, NJ

67d

About The Position

The Patient Success Specialist plays a critical role in supporting patients facilitating the conversion of prescriptions to filled medications. This role provides patient education to ensure timely and successful therapy initiation. The ideal candidate is empathetic, detail-oriented, and passionate about improving patient outcomes. This role will communicate directly with patient and clients, with a focus on collaboration, ability to adapt to client needs, listening, and providing support externally and internally.

Requirements

High School diploma required, associate degree preferred
3+ years of customer-facing role experience, preferably handling patient service and/or patient care. Experience in healthcare, pharmacy, patient support, or case management preferred
Proficiency in using a CRM platform
Proficiency in using Microsoft Office, particularly Word, Excel, and Outlook.
Professional verbal and written communication skills including grammar, spelling, punctuation, etc.
Friendly and empathetic demeanor.
Strong interpersonal skills and professional presentation.
Strong organizational and prioritization skills with the ability to pay close attention to details.
Ability to adapt to changing situations.
Strong follow-through on projects and duties.
Ability to deal with frequent change, delays or unexpected events and the capability to adapt to changes in the work environment and manage competing demands.

Responsibilities

Provides outbound call outreach to patients who begin the prescription fulfillment process
Acts as the first point of contact for DTC patient inquiries, concerns, and requests, ensuring a prompt and reliable response
Serve as the primary point of contact for patients to guide them through the prescription fulfillment process
Proactively follow up with patients to ensure prescriptions are filled and therapy is started
Collaborate with prescribers and pharmacy to resolve barriers to medication access if needed
Track patient fulfillment progress, documenting interactions, and escalating issues as needed
Maintain accurate and timely records of patient communications, prescription status, and outcomes
Researches and resolves customer inquires
Identify and address common reasons for prescription abandonment or delays
Utilize CRM and other internal systems to manage patient workflows and ensure compliance with SOPs
Communicate effectively with internal teams to coordinate support and share patient insights
Monitor and report on conversion metrics and patient engagement trends
Uphold patient confidentiality and comply with HIPAA and other regulatory requirements
Adheres to clients’ Business Rules, SOPs and regulations (i.e., PDMA) requirements for assigned tasks
Maintains working knowledge of products and/or services
Cross train on client programs and be willing to perform back up responsibilities
Must have the ability to toggle between applications simultaneously
Strong ability to multitask; manage multiple projects effectively, handle distractions well, adaptable to new responsibilities
Employs effective oral and written communication skills to ensure appropriate error mitigation communication
Utilizes organizational skills to prioritize deliverables to accomplish work in established timeframes.
Proactively identify innovative ways to accomplish tasks and drive toward process efficiencies.
Other duties as assigned