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Role Description

The Bilingual (Spanish) Nurse Navigator will be responsible for utilizing their professional nursing skills, clinical experience, ability to foster relationships, strong empathy, and to provide personalized high-touch virtual support to patients and healthcare professionals (HCPs) with an emphasis on reimbursement, patient access, and therapy coordination. The role will engage with patients and HCPs to ensure patients have seamless access to treatment.

• Guide HCPs through any access barriers for their patients.
• Collaborate cross-functionally with the REMS vendor, HUB, specialty pharmacy, and field teams to optimize the patient treatment journey.
• Leverage clinical knowledge while combining technical expertise to deliver best-in-class support, customer service, and ongoing guidance.

Qualifications

• Bachelor's degree preferred.
• Experience in a telephonic support role centered in patient access, reimbursement, or care coordination/case management roles.
• Experience with high volume inbound/outbound call center.

Requirements

• Current, unrestricted nursing license (RN, NP).
• High emotional intelligence and ability to exhibit empathy to meet each patient where they are.
• Demonstrated flexibility and adaptability in a fast-paced environment with shifting priorities, new information, and changing business demands.
• Strong clinical skills and experience with medication compliance, specialty pharmacy knowledge, understanding of the insurance approval process, and motivational interviewing.
• Maintain strong time management and organizational discipline while coordinating concurrent workstreams and navigating frequent interruptions.
• Desire and ability to create an individualized relationship with patients as they progress through their journey.
• Ability to accurately recognize and report AEPQC information.
• Optimistic, upbeat, and enthusiastic in times of challenge and constant change.
• Ability to deliver outstanding patient experience.
• Demonstrate experienced competency and ability to independently navigate technology using multiple platforms, computer screens, and other technical components (Ex: Telephony Systems, CRM tools, Microsoft Suite).
• Advanced knowledge of written and verbal communication skills and problem-solving techniques.
• Detail-oriented, highly organized, and able to work through ambiguity.
• Able to work independently, self-motivated, managing workload with minimal supervision.
• Ability to maintain cases and complete calls on time.
• Ability to maintain compliant conversations and documentation in a high-volume role.
• Ability to maintain patient confidentiality by using the headset during all conversations, maintaining a private environment for home office without distraction.
• Ability to maintain great flexibility in an ever-changing environment and willingness to learn other therapies or float to other brands as needed.
• Willingness to assist in shift coverage as needed outside of typical hired shift.

Benefits

• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Special Position Requirements

• Travel: As required; less than 10%.

Working Conditions

• Work is generally sedentary in nature but may require standing and walking for up to 10% of the time.
• The working environment is generally favorable. Lighting and temperature are adequate, and there are no hazardous or unpleasant conditions caused by noise, dust, etc.
• Work is generally performed within an office environment, with standard office equipment available.

Physical Requirements

• Must be able to read, write, and communicate fluently in Spanish and English.
• Ability to communicate effectively (hear, listen, speak) with or without reasonable accommodations.