RN, Patient Support Specialist - West Coast (Remote)

Merck•Boston, MA

4d•Remote

About The Position

The RN, Patient Support Specialist – West Coast is a key member of the Patient Support Hub, providing individualized clinical education, product training, and ongoing support to patients and caregivers throughout the treatment journey for prescribed EMD Serono products. The NSS combines clinical nursing expertise, patient insights, and AI-enabled learnings to deliver personalized, meaningful support tailored to each patient's unique needs, circumstances, and treatment experience to optimize patient outcomes. The NSS works within established clinical protocols, program guidelines, and applicable regulatory requirements while collaborating closely with healthcare providers, Hub colleagues, and cross-functional partners. This remote position may involve up to 10% travel and primarily supports the West Coast, with regular work hours of 8:30AM-5PM PST.

Requirements

Active Registered Nurse license in good standing.
5+ years of experience as a Registered Nurse.

Nice To Haves

Experience supporting patient support programs, reimbursement support services, or healthcare contact center operations.
Knowledge of adverse event reporting, patient safety processes, and applicable healthcare regulations.
Training or experience in motivational interviewing, health coaching, and patient education.
Familiarity with AI-enabled tools, data-driven patient engagement, or technology-enabled healthcare.
Fluency in Spanish.
Excellent communication, organizational, and interpersonal skills with the ability to collaborate across functions, share information openly to foster trust, encourage constructive debate, and ensure shared commitment to outcomes.
Demonstrated willingness to take risks and stand up for what is right while prioritizing the needs and experiences of customers and patients in all decisions.
Commitment to setting and reaching ambitious goals and setting high standards while acting in the best interest of the company and taking initiative to drive results.
Ability to streamline processes to focus on what matters and create impact and act quickly to adapt to changes.
Demonstrated ability to embrace new ideas, challenge the status quo, and seek innovative solutions while valuing diverse perspectives and treating others with respect and dignity.

Responsibilities

Serve as a trusted clinical resource, using professional nursing judgment and advanced insights to understand patient needs, identify potential barriers to treatment, and determine the most appropriate educational and support approach.
Facilitate product and disease state education and adherence support for prescribed EMD Serono products with patients, family members, caregivers, nurses, physicians, and pharmacists across multiple therapeutic areas.
Own and support cases, calls, and emails relevant to clinical case work.
Leverage data and AI-enabled tools alongside clinical expertise to move beyond a one-size-fits-all model and deliver more proactive, relevant, and individualized patient engagement designed to build confidence, support adherence and persistence, and positively impact patient outcomes.
Identify barriers that may affect treatment initiation, adherence, persistence, or confidence and tailor interventions accordingly.
Translate insights into meaningful patient interactions and ensure recommendations are clinically appropriate and relevant.
Maintain awareness of relevant disease, treatment, and patient-support considerations necessary to deliver safe and effective education.
Adapt teaching methods and educational approaches based on the patient's learning needs, health literacy, confidence, and demonstrated understanding.
Maintain the human connection and clinical judgment that are essential to effective patient support while utilizing AI as an enabler of nursing expertise, not a replacement for it.
Identify and appropriately escalate potential adverse events, product complaints, safety concerns, and other reportable information.
Record patient interactions, assessments, education provided, outcomes, escalations, and follow-up actions accurately and promptly in the CRM.
Keep up to date with and follow standard operating procedures, work instructions, required training(s), and certifications.
Compliantly adhere to HIPAA guidelines and regulations.
Recognize the limits of the role and avoid diagnosing, prescribing, or providing treatment recommendations outside the authorized scope.
Respond to patient questions within the nurse’s scope of practice and refer out of scope clinical questions or concerns to the prescriber when additional medical input is required.
Maintain a collaborative approach with cross functional partners to address patient needs holistically.
Collaborate with healthcare providers and Hub colleagues to create a coordinated and personalized patient experience.
Communicate relevant information, trends, and insights clearly, accurately, and promptly to the appropriate stakeholders.
Contribute nursing expertise to the review and improvement of patient support materials, workflows, and service delivery.
Collaborate across functions to ensure that technology, data, and clinical insights are translated into meaningful patient support.
Share learnings, trends, and deep patient insights to help drive strategy and continuous improvement.