Maria F.

Case Manager @Momentum Life Sciences

Position Summary – Non-Clinical Inbound Team MemberThis role supports patients across various therapeutic areas by providing virtual, non-clinical assistance. The focus is on connecting patients to resources, triaging to clinical support, and delivering post-call materials, all while ensuring a high standard of customer service and compliance.Key ResponsibilitiesPatient & Stakeholder SupportEngage with patients, case managers, and clinical educators via:Inbound/outbound callsEmail, chat, and textProvide information on available resources and connect patients to appropriate services.Empathy & CommunicationDemonstrate emotional intelligence and empathy, especially with patients facing complex health issues.Build trust and rapport through effective communication.Critical Thinking & Problem SolvingAnalyze issues, evaluate options, and offer sound recommendations.Apply innovation and high-quality service in resolving patient concerns.Multitasking & OrganizationHandle multiple tasks and communication channels efficiently.Maintain a strong knowledge base of processes and resources to confidently answer patient inquiries.Performance & MetricsUse feedback and performance metrics to improve patient satisfaction.Track and monitor activities using technology for accurate documentation.Compliance & ConfidentialityEnsure all actions comply with:MLS policiesClient requirementsIndustry regulationsHandle Personal Health Information (PHI) with care and confidentiality.Reporting & DocumentationComplete AEPQC reporting accurately and on time.Maintain compliant communication records.Team CollaborationWork closely with team members to identify process improvements.Foster a collaborative environment for better service delivery.Additional NotesThe job description is not exhaustive; responsibilities may evolve.Flexibility is expected as duties may change with or without notice.