Clinical Associate

Clinical Nurse Associate (RN, Contact Center)

Home-Based, US

We are excited to announce that we are relaunching Fortrea Patient Access under a new name - Neovance.

Our Patient Access team is a scaled leader in the HUB services and patient access market, serving the biopharmaceutical industry with comprehensive patient support, product access, affordability, and adherence solutions for more than 30 years. Further advanced by its recently expanded non-commercial specialty pharmacy to support enhanced distribution of cold-chain and ambient free goods products, we are committed to driving patient outcomes and improving healthcare accessibility through its extensive experience while currently supporting more than 2.5 million patients and over 100 unique brands across more than 25 disease indications.

Come and be part of our exciting growth in winning the market in a Senior Marketing Manager role. We believe in our employees and their growth. You’ll have the opportunity to achieve success in your professional development in our inclusive and diverse environment – take your career to new heights with your hard work and contributions.

The Clinical Associate is responsible for supporting the program(s) to which they are assigned by serving in a detailed, subject specific role. For most of our programs, such as hubs, reimbursement hotlines, patient assistance programs, co-payment programs, and other programs, the selected candidate will be responsible for reviewing and communicating program expertise in areas such as training, call quality and quality monitoring, reports, workflow management, and program-specific customer services. Additionally, this role is responsible for identifying service trends, escalating issues to the Supervisor, and participating in client-facing meetings as needed and will coach and mentor team members as appropriate.

This role requires a detail-oriented, self-starter who takes initiative in their subject matter expertise and advancing it; who thinks critically and analytically and has strong oral and written communication skills. The Clinical Associate must be a self-starter who will take the initiative in advancing their subject matter expertise to support the success of the program.

Responsibilities

The Clinical Associate is expected to support the staff, programs and the Supervisor in the following areas (but not limited to):

Agent Training and Coaching

• Stay current on the program’s latest procedures to ensure all training materials and reference guides remain in compliance.
• Regularly monitor and review training materials to determine effectiveness and provide feedback on recommendations for improvement in future training sessions.
• Ensure that program training, quality, and audit requirements stay in compliance.
• Responsible for leading training sessions for staff within assigned program and assisting in delivering training focused on the program’s available service offerings, standard operating procedures, and software systems if needed.
• Responsible for monitoring new agent performance. Serve as an ongoing coach and mentor once agent training has been completed.
• Coordinate with other functional teams/groups to maintain and update training programs as needed and stay current with business requirements.
• Collaborate with other groups to identify training needs to ensure consistent call quality expectations are met.
• Support Clinical Supervisors by listening to agent calls to assess customer service levels on program(s) and provide feedback.
  
  

Client and Program Communication

• Expresses thoughts and instructions clearly in both oral and written communication, i.e. uses grammatically correct, clear, and concise language.
• Respond to questions from client contacts, Program Manager, Service Delivery and/or Account Director, program customers as appropriate.
• Identify and escalate program trends based on the questions commonly received; contribute to recommendations to address issues as necessary.
• Manage program call escalations; listen to customers, identify solutions, and follow through on next steps, as needed.
• Attend client meetings to support the program and Supervisor, as needed.
• Reporting and Analytics
• Prepare and interpret standard monthly and ad hoc reports for the program(s), identify and communicate trends and noticeable issues to Supervisor regularly.
• Proactively identify opportunities for program process and performance improvement; coordinate with Supervisor and Director to assess and implement changes, if necessary.
• Apply analytical problem-solving skills to address program issues and challenges.
• Program Specific Knowledge
• Thoroughly understand program processes to serve as the team lead/subject matter expert; lend technical expertise when needed.
• Identify team member program-specific knowledge gaps from agent calls; escalate issues to Supervisor and participate in working sessions to come up with recommendations to improve.
• Participate in interview panels to interview Program Specialists and Program Representatives, as needed.
• Other duties as assigned.
  
  

Experience And Education

• Bachelor’s degree (or evidence of continual work toward a degree is strongly preferred); Associate’s degree with 4+ years of healthcare/customer service is required.
• RN License (current and in good standing in State of practice)
• 3+ years of prior healthcare, reimbursement, healthcare contact centers, healthcare program management, or a field closely related to patient access services; prior contact center and team leadership experience preferred.
• At least 2 years of clinical experience
• Experience working with data
• Must be comfortable supporting staff by leading, organizing, and establishing program training, and providing guidance as necessary per program guidelines.
• Demonstrated proficiency in expressing thoughts and instructions clearly in both oral and written communication; i.e. uses grammatically correct, concise language
• Proven ability to meet deadlines, function with a sense of urgency, and get the job done
• An intermediate to advanced level of computer skills (Microsoft Excel, PowerPoint, and Word)
• Exceptional customer service and training skills along with the ability to quickly determine each customer’s needs, identify solutions, and help mitigate potential roadblocks preventing program customers from accessing services, therapies, drugs or devices needed
• Must be able to thrive in a collaborative work environment and also work independently and have a personable, energetic, and enthusiastic approach when training with a passion for developing new ideas along with strong time management skills and strong ability to prioritize
• A strong understanding of the systems and technologies their assigned program uses along with a a demonstrated ability to understand process, anticipate next steps, and identify, analyze, and problem solve issues; and the ability to learn information quickly and retain it
• The ability to express empathy while speaking with customers and an understanding of how their day-to-day performance and that of the program impact the big picture
  
  

Working Conditions

The Clinical Associate will work under normal office conditions. The environment is energetic and fast paced. Must be able to sit for long stretches and adhere to scheduled breaks and lunches.

Special Factors

The Clinical Associate will typically work an eight-hour workday within the program’s hours of operations, with an hour or half hour of unpaid lunch. Shifts vary by site and may start as early as 8:00 am Eastern Time and end as late as 8:00 pm Eastern Time, Monday thru Friday. Actual schedule will be determined by the assigned program. Occasional overtime may be required.

Benefits: All job offers will be based on a candidate’s location, skills and prior relevant experience, applicable degrees/certifications, as well as internal equity and market data. Regular, full-time, or part-time employees working 20 or more hours per week are eligible for comprehensive benefits including: Medical, Dental, Vision, Life, STD/LTD, 401(K), Paid time off (PTO) or Flexible time off (FTO), Company bonus where applicable.