Patient Journey Lead - RN

Accountabilities:: Monitor patient journey processes and key checkpoints within high-volume patient support programs, ensuring timely and efficient progression. Serve as a patient advocate and navigator, supporting internal and external stakeholders with accurate program and patient information, particularly regarding medication access and affordability challenges. Analyze complex situations, exercise sound judgment, and determine appropriate actions based on program requirements and individual circumstances. Evaluate existing operational processes and recommend improvements that enhance program effectiveness and accelerate patients' access to prescribed therapies. Proactively monitor program activities to ensure tasks are completed on time and established Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) are achieved. Develop, review, and audit operational processes to ensure consistency, quality, and adherence to established procedures. Provide operational reporting and performance insights to leadership and clients to support overall program health and decision-making. Identify recurring issues, operational trends, and ineffective corrective actions, coordinating with relevant stakeholders to implement appropriate solutions. Identify and report pharmacovigilance information, including adverse events, in accordance with applicable client and program requirements. Ensure timely completion of mandatory training and consistent compliance with company policies, confidentiality requirements, and Standard Operating Procedures (SOPs). Contribute to additional projects, operational initiatives, and assignments as required. Requirements: Active Registered Nurse (RN) license. Associate's or Bachelor's degree preferred. Alternatively, a minimum of five years of customer service experience with increasing levels of responsibility in a service-oriented environment. Strong understanding of data analysis, process evaluation, and operational performance, with the ability to interpret and summarize information effectively. Basic knowledge of market access and the pharmaceutical industry. Excellent interpersonal and communication skills, both written and verbal, with the ability to provide constructive feedback to colleagues and management. Strong analytical thinking, problem-solving, and decision-making abilities, combined with excellent attention to detail. Demonstrated ability to work collaboratively, adapt to changing priorities, plan effectively, and manage multiple responsibilities. Excellent organizational and time-management skills, with the ability to meet deadlines in a high-volume environment. Proficiency in Microsoft Office applications, particularly Excel, PowerPoint, and Word. Strong typing skills, ideally achieving at least 35 words per minute with 97% accuracy. Ability to work effectively in a professional remote environment while maintaining confidentiality and compliance with established procedures. Flexibility to travel occasionally, as business needs require. Benefits: Comprehensive medical, dental, and vision insurance, including HSA- and FSA-eligible plans, with employer contributions toward premium costs. Access to additional healthcare resources, including telehealth services and an Employee Assistance Program (EAP). Employer matching contributions to Health Savings Accounts (HSA). Free basic life and Accidental Death & Dismemberment (AD&D) insurance, with coverage equivalent to annual earnings, subject to a minimum of $50,000 and a maximum of $300,000. Employer-paid Short-Term Disability insurance, with the option to purchase Long-Term Disability coverage. 401(k) retirement savings plan with a 100% employer match on the first 5% of employee contributions, with immediate vesting. Paid Time Off (PTO) and sick leave to support work-life balance. Nine paid company holidays annually, plus two additional floating holidays. Remote working opportunity within the United States. Opportunities for professional development, career advancement, and long-term growth. A stimulating and collaborative work environment that encourages innovation and new ideas. An inclusive, diverse, and supportive workplace culture where individual contributions are valued. The opportunity to make a meaningful impact by helping improve patient access to essential treatments and healthcare services.