Works in a highly visible, strong team environment to provide exceptional Customer Service on all levels. Specifically, listen to and counsel patients and medical professionals, interpreting their specific needs and providing friendly, professional and well-informed answers to their questions. Patient Engagement Representatives will work with patients, physician offices, and partners to empower patients to self-advocate. Strong knowledge of Primary Immunodeficiency required.
Education & Experience Requirements
- Works closely with patient/family to case manage all steps to assist patient in emotional support issues, disease state education and company connections
- Act as single point of contact for patients within Shire
- Counsel patient/family on company resources including financial, education, and 1:1 connections as appropriate.
- Responsible for maintaining case history for all assigned patients in the Sales Force system
- Trouble shoot and resolve ongoing issues with patient to assist in self advocacy
- Professionally field and/or triage incoming telephone calls while making a positive impression
- Answer patient and medical office inquiries and resolve customer problems
- Enrolls patients/caregivers in MyIgSource and obtains opt-ins; drive enrollments and provides a positive experience to drive business goals/meet or exceed metrics.
- Provide back-up coverage for other patient advocates
- Explains and takes copay card enrollments for all Shire Ig brands, understanding all terms and conditions to convey to applicants, obtaining recorded consent; calls applicants with copay decision explains relevant laws that prevent copay card approval.
- Attend patient meetings and represent Shire at industry conferences
- Travel to sales, plan of action and other meetings as necessary
- Participate in videos, brochures, photos, etc. sharing their personal experience with PI and MyIgSource to be shared internally and externally in multiple medias
Key Skills and Competencies
- BA/BS in the life sciences or communications preferred
- 3-5 years customer service/sales experience in a professional setting, or teaching experience (required if no degree)
- Strong understanding of Primary Immunodeficiency and patient/caregiver experience
- Excellent EQ with the ability to teach disease state education in an easy to understand manner.
- Ability to multi task, problem solve and work independently
- Individual must possess and portray strong emotional resilience
- Individual must possess extraordinary positive attitude, exceptional listening skills, and strong verbal and written communication skills
- Ability to handle sensitive information
- Excellent organizational skills and acute attention to detail
- Strong bend toward compliance and understanding medical, legal and regulatory requirements.
20% Travel, including weekends
A little about us:
At Shire, we help people with rare diseases and specialized conditions live their lives to the fullest.