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Job Details

Remote TeleSolutions Nurse Specialist

Location
Dallas, TX

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You’re a nurse, a patient advocate and an educator—and you excel at every one of them.
If there’s one thing your years of clinical training and patient education have taught you, it’s how to manage priorities, and move seamlessly from one challenge to the next. You get people to listen to your wise advice, and to overcome their fears of new and existing medical therapies by instilling confidence and sharing expertise while displaying passion. It’s time to turn those diverse talents to an exciting new field, and become an integral part of the Clinical Education team with
Syneos Health
Why Syneos Health? Join a game-changing global company that is
reinventing the way therapies are developed and commercialized. Created through the merger of two industry leading companies - INC Research and inVentiv Health - we bring together more than 21,000 clinical and commercial minds to create better, smarter, faster ways to get biopharmaceutical therapies to patients. Teaming with some of the most talented professionals in the industry, you'll gain exposure and work in a dynamic environment where you'll be supported with comprehensive resources including emerging technologies, data, science and knowledge sharing. Grow your career with a global company committed to shortening the distance from lab to life.
Our laser focus on healthcare professionals allows you to join our team of more than 1,000 nurses, pharmacists and related healthcare professionals. We offer Clinical Nurse Educators, On-call/Nurse Specialists, Medical Liaisons, Medical Affairs support and other MedEd teams.
Responsibilities
In this role, you'll provide clinical expertise to patients through utilization of your clinical nursing skills and education, helping them to improve patient outcomes. In this role, you'll work directly under moderate supervision and be responsible for providing inbound and outbound customer (patient) support in a pharmaceutical environment. Duties include but are not limited to: answering numerous inbound phone lines, multi-tasking, email communication, outbound follow-up calls with patients, trouble shooting and problem solving with clinical issues that may arise with MS patients. Responsible for training of patients remotely either by phone or webcam according to patients’ needs. Follow-up to ensure patients are utilizing the drug and device correctly. Troubleshoot issue and coach patients as necessary. Must be flexible and sensitive to patient’s needs. This shift is 11:30AM-8:00 PM Eastern Time.
 Additional Responsibilities:
Answers incoming calls in professional manner following client guidelines and business rules
Perform outgoing calls in professional manner following client guidelines and business rules to ensure patients are following their therapy path. Identify any areas that are potentially troublesome and follow up with the patient to ensure that issue is resolved.
Manages calls in a personal, systematic and organized manner
Schedule new patient trainings based on MD request, and patient’s needs in a timely manner
Responds to patient inquiries and provides  education or information to help regarding training issues
Identify and escalate priority issues to assigned manager
Work with internal client regulatory and medical affairs and tele-solutions nurse supervisor to efficiently and effectively resolve customer needs
Display exemplary phone etiquette following approved call talking points
Focus and provide exemplary customer service
Works collaboratively with the company's staff and vendor partners across service lines to ensure patient is ready for training and has what they need so that training can be scheduled
Demonstrates an awareness and sensitivity towards patient situation/family rights
Complies with departmental standards regarding training, professional development, communication, management of workload, and safety/emergency situations
Follow up phone call to physician notifying them training has been completed (if within business rules) or other providers (such as specialty pharmacy)
Completes all necessary compliance training in specified timeframe
Understands and utilizes CISCO phone system and records appropriate information in the SalesForce.com database in accordance with customer business rules and training
Requirements
Along with your energy and versatility, you must possess:
Bachelor’s Degree Preferred
RN or BSN
2 years in customer service field/or a combination of education and patient care experience in a chronic condition
Experience in chronic care a plus such as MS, rheumatology, immunology, etc.
Experience with injectable therapies
Excellent verbal and written communication skills
Excellent listening, organizational, and follow-up skills
Ability to multitask, take direction, and maintain prioritization
Must have clinical knowledge and willingness to become certified in MS
Must be empathetic and compassionate
Proficiency in MS Word, Power-point & Excel with an emphasis on creation, design & maintenance of spreadsheets
Comfortable using technology such as webcam, medical devices, and apps (and willing to learn) medical call center experience preferred
Familiar with unified contact center express telecommunication system is a plus
Ability to travel and possess a valid driver's license to drive to assignments, unless otherwise specified
The drive for self-development, the ability to collaborate, and an action-oriented work ethic
Benefits:
At Syneos Health, we believe in providing an environment and culture in which our people can thrive, develop and advance. We reward and recognize our people by providing valuable benefits and a quality of life balance.  
Make your work matter everywhere.
Be a driving force in the evolution of clinical education.
Syneos Health is an affirmative action/equal opportunity employer (Minorities/Females/Vet/Disabled)
Position Type/Category
Clinical/Nurse Educator/Nurse/CDE
Recruiting Area
Clinical
Minimum Education Level
Assoc. Degree
Employment/Job Type
Full Time
Employment Type
Syneos Health position
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