[Hiring] Case Manager / Patient Support @Momentum Life Sciences

Role Description

The Non-Clinical Case Manager provides personalized support to patients and caregivers through inbound and outbound interactions across assigned patient support programs. This role builds trusting relationships, uses open-ended questions and active listening to understand patient needs, and applies motivational interviewing techniques to explore goals and barriers to engagement.

• Communicate approved program information, connect patients with resources, coordinate follow-up, and help patients navigate concerns and identify appropriate next steps.
• Work collaboratively with program partners and internal teams, applying critical thinking, maintaining accurate documentation, and following established guidelines to deliver a consistent, compassionate patient experience.

Qualifications

• Associate degree required; bachelor's degree preferred.
• Two years of experience in patient support, patient navigation, non-clinical care coordination, pharmaceutical or healthcare support services, community health, health coaching, social services, healthcare advocacy, or a related field involving individualized support and problem-solving.
• Experience supporting individuals through complex concerns, identifying barriers, coordinating resources, and facilitating appropriate follow-up.
• Experience communicating with patients, caregivers, members, or customers in a telephonic or virtual support environment.
• Demonstrated experience meeting productivity, quality, and performance expectations while maintaining a high standard of service.
• Experience in pharmaceutical patient support programs, specialty pharmacy, patient assistance, reimbursement, or oncology support preferred.
• Experience using motivational interviewing, active listening, or other patient-centered engagement techniques.

Requirements

• Provide personalized inbound and outbound patient and caregiver support through approved communication channels, including telephone, email, chat, and text, according to program requirements and established timelines.
• Build rapport and establish trusting relationships through empathy, active listening, emotional intelligence, and patient-centered communication.
• Utilize open-ended questions, reflective listening, and motivational interviewing techniques to understand patient concerns, explore goals, identify barriers, and encourage meaningful engagement.
• Communicate approved program information, available services, and resources clearly, adapting conversations to individual patient needs while confirming understanding.
• Apply critical thinking and problem-solving skills to clarify concerns, identify unresolved needs, evaluate available resources, and determine appropriate next steps within established program guidelines.
• Collaborate with patients and caregivers to identify realistic next steps, coordinate appropriate resources, and follow through on agreed-upon actions.
• Effectively guide patient conversations, balancing human connection, patient needs, required discussion points, and call objectives while maintaining compliance with approved call guides.
• Recognize questions or requests outside the scope of approved program services and respond according to established procedures without providing medical advice or clinical recommendations.
• Manage assigned cases, outreach activities, and follow-up responsibilities, prioritizing time-sensitive tasks and maintaining continuity of support across interactions.
• Maintain accurate, timely, thorough, and objective documentation of patient interactions, identified barriers, actions taken, outcomes, and follow-up needs within designated systems.
• Demonstrate proficiency in navigating multiple technology platforms, including customer relationship management (CRM), telephony, and documentation systems, while maintaining attentive and engaging patient conversations.
• Collaborate effectively with internal teams and approved program stakeholders to coordinate support, share relevant information, and facilitate resolution of patient needs.
• Maintain working knowledge of assigned programs, approved resources, workflows, and processes to confidently address patient questions within the role's scope.
• Meet established productivity, quality, documentation, and service expectations while maintaining a patient-centered approach.
• Identify opportunities for process improvement and participate in training, coaching, quality calibration, and continuous improvement initiatives.
• Demonstrate adaptability, accountability, and receptiveness to feedback while navigating changing program requirements and operational priorities.
• Ensure all activities comply with Momentum Life Sciences (MLS), client, and applicable industry regulations, policies, and procedures.
• Identify, document, and report adverse events and product quality complaints (AE/PQC) accurately and within required timelines according to established procedures.
• Protect patient privacy and confidential information, including Protected Health Information (PHI), in accordance with applicable privacy requirements and MLS policies.

Benefits

• Salary Range: $50k - $60k
• MLS anticipates that the base salary for this position could range from $50K to $60k, depending on the successful candidate’s qualifications, including education, experience, and competency for the role.
• Some roles may include car allowance and eligibility to earn targeted bonus based on company or individual performance.