Client Services Specialist I

Website FFF Enterprises and Nufactor Specialty Pharmacy

The nations leading supplier of critical-care biopharmaceuticals

NATURE AND SCOPE:

NuFACTOR® facilitates the delivery of specialty pharmacy products and services for chronically ill patients throughout the United States.  The Client Services Specialist is responsible for many aspects of the patient’s care.  Including but not limited to on-going patient support services, obtaining patient update, orders, service needs, placing medication orders, coordination of clinical needs, understanding of Immune and Coagulopathy Disease states and their medication and management needs for home administration.  The CSS is responsible for being the liaison between the patients and our contracted nursing partners as well as the other divisions of the company.  The CSS partners with all other departments to proactively care for all aspects of our services that directly impact our patient services, corporate values and patient retention.

PRINCIPAL ACCOUNTABILITIES:

Promote the NuFACTOR® service model, product lines and positive corporate image.

Maintaining an appropriate patient load while attending to all needs of the patients under your care.  Needs including but not limited to on-going patient support services, obtaining patient update, orders, service needs,   placing medication orders, coordination of clinical needs, understanding of Immune and Coagulopathy Disease states and their medication and management needs for home administration.

Maintaining appropriate patient load within the required time lines and refill policy needs for contact, dispense, delivery and infusion needs.

Working within the processes and directive that are given to you to ensure that work  is consistent, professional, efficient and completely documented within our current system of record within the processes that are provided to you.

Working with Client Services peers to work as a TEAM unit.  Assisting and covering appropriately for one another for all support, coverage and company needs, concerns or issues. Including being proficient and a member of our weekend On-Call rotation.

Gaining a full understanding of the technology needed to complete the CSS job.  Including but not limited to iPhone use, Laptop computer, Software programs and needs and CPR+ our current system of record.

Responsible for patient charting and documentation as directed.  All charting and/or documentation to be completed in our system of record within 24 hours of occurrence.  Patient notes and communications are to be put accurately and appropriately in CPR+ and all other necessary systems, forms, etc. in a timely manner.

Receive patient referrals when appropriate from direct patient referral sources.  Forwarding to Intake Department for follow up.

Network with consumer groups, fundraising organizations, etc as time permits and within direction from management.   Including but not limited to attending local, regional and national events and tradeshows as directed.

Maintain a professional and ethical relationship with all work peers and customers.  Including but not limited to patients, caregivers, Nursing Agencies, Nurses, referring/prescribing physicians, hospitals, outpatient clinics, manufacturer representative, consumers etc.  The CSS is responsible for their behavior at all times in all situations, always promoting high level professionalism and NuFACTOR corporate values.

Obtain all information necessary for continuity of care and appropriate clinical and reimbursement process needs. Including but not limited to updated patient statistics (weight, height etc), allergies, updated health issues, insurance changes etc. all within the timeline provided by our NuFACTOR ReFill policy and procedure.

Track via FedEx.com, confirm with patient, follow up as needed and document in CPR+ every patient delivery.

Partner with internal staff to resolve delivery issues when medication deliveries are delayed for any reason.

Work closely with patients, pharmacy and internal staff in any event of a medication recall.

Continuously strive to improve processes, service quality to internal and external customers.

Communicate thoroughly, timely and regularly with direct supervisor in regards to any and all questions, concerns, needs or issues.

Comply with the policies and procedures stated in the Injury and Illness Prevention Program by always working in a safe manner and immediately reporting any injury, safety hazard, or program violation.

Ensure conduct is consistent with all Compliance Program Policies and Procedures when engaging in any activity on behalf of the Company.  Immediately report any concerns or violations.

Communicate and partner with all necessary teammates to ensure our NuFACTOR DME (pumps) are tracked, maintained and returned as needed.  Always working towards compliance to the best of the CSS ability.

Work from a remote/home office with efficiency and effectiveness.   Working a full 40+ hour work week in your office space being accounted for by your work, your actions and your active availability via company issued mitel phone, computer and iphone during an established daily/weekly time schedule.

Patient RETENTION

Display dedication to the position responsibilities and achieve assigned goals and objectives.

Other duties as assigned.

DIMENSION:

Ensure the provision of high quality patient care and consumer satisfaction of a customer base representing significant recurring revenues.

SUPERVISORY RESPONSIBILITIES:

None.

KNOWLEDGE, SKILLS AND ABILITIES:

Excellent understanding of Immune Deficient, Hemophilia and other chronic disease states. Understanding of IVIG.  Excellent communication skills. Ability to participate on and work as an integral member of a team. Ability, flexibility and desire to participate in all aspects of a patient’s care needs, community projects and events that occasionally occur during usual work hours (ie: evening hours or on weekends).  Ability to develop, maintain and enhance supportive relationships with patients, caregivers, nurses, physician office staff, community members and professional organizations as well as our internal partners within the rest of our company.  Ability to travel 10 – 20% of the time, overnight travel of one (1) to five (5) days travel occurrence may be required 1 to 3 times annually.

Represent the Company in a professional manner and appearance at all times.  Integrity is key.

Understand and internalize the Company’s purpose; Display loyalty to the Company and its’ organizational values.

Display enthusiasm and dedication to learning how to be more effective on the job and share knowledge with others.

Work effectively with co-workers, internal and external customers and others by sharing ideas in a constructive and positive manner; listen to and objectively consider ideas and suggestions from others; keep commitments; keep others informed of work progress, timetables, and issues; address problems and issues constructively to find mutually acceptable and practical business solutions; address others by name, title, or other respectful identifier, and; respect the diversity of our work force in actions, words, and deeds.

EDUCATION AND EXPERIENCE DESIRED:

High school diploma or equivalent.  Minimum three (3) years experience in relative health care industry including sales, clinical services or customer service.  Prefer three (3) to five (5) years experience in the chronic disease/disorder community.  College degree preferred but not required.  Bi-lingual is a plus.

Typical Office Environment:

No unusual exposures

Equipment Used:

Operate office equipment

Physical Requirements:

While performing the duties of this position, the employee is required to regularly use hands to finger, handle or feel objects, tools, controls and equipment.  The employee must be able to walk, sit and/or stand throughout one’s required work hours.  The employee occasionally lifts up to 20 lbs. and occasionally kneels and bends.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable an individual with disabilities to perform the essential functions of this position.

EEO/AAP Statement:

FFF Enterprises is an EEO/AAP employer; all business decisions (employment, promotions, compensation, etc) are made without regard to race, color, religion, creed, gender, national origin, age, disability, marital or veteran status, sexual orientation, gender identity, or any other legally protected status.

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