Case Manager / Patient Support - Non-Clinical (11-8p EST)

About the Position

The Non-Clinical Case Manager provides personalized support to patients and caregivers through inbound and outbound interactions across assigned patient support programs. This role builds trusting relationships, uses open-ended questions and active listening to understand patient needs, and applies motivational interviewing techniques to explore goals and barriers to engagement.

Responsibilities include communicating approved program information, connecting patients with resources, coordinating follow-up, and helping patients navigate concerns and identify appropriate next steps. Working collaboratively with program partners and internal teams, the Case Manager applies critical thinking, maintains accurate documentation, and follows established guidelines to deliver a consistent, compassionate patient experience.

Essential Functions

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

• Provide personalized inbound and outbound patient and caregiver support through approved communication channels, including telephone, email, chat, and text, according to program requirements and established timelines.

• Build rapport and establish trusting relationships through empathy, active listening, emotional intelligence, and patient-centered communication.

• Utilize open-ended questions, reflective listening, and motivational interviewing techniques to understand patient concerns, explore goals, identify barriers, and encourage meaningful engagement.

• Communicate approved program information, available services, and resources clearly, adapting conversations to individual patient needs while confirming understanding.

• Apply critical thinking and problem-solving skills to clarify concerns, identify unresolved needs, evaluate available resources, and determine appropriate next steps within established program guidelines.

• Collaborate with patients and caregivers to identify realistic next steps, coordinate appropriate resources, and follow through on agreed-upon actions.

• Effectively guide patient conversations, balancing human connection, patient needs, required discussion points, and call objectives while maintaining compliance with approved call guides.

• Recognize questions or requests outside the scope of approved program services and respond according to established procedures without providing medical advice or clinical recommendations.

• Manage assigned cases, outreach activities, and follow-up responsibilities, prioritizing time-sensitive tasks and maintaining continuity of support across interactions.

• Maintain accurate, timely, thorough, and objective documentation of patient interactions, identified barriers, actions taken, outcomes, and follow-up needs within designated systems.

• Demonstrate proficiency in navigating multiple technology platforms, including customer relationship management (CRM), telephony, and documentation systems, while maintaining attentive and engaging patient conversations.

• Collaborate effectively with internal teams and approved program stakeholders to coordinate support, share relevant information, and facilitate resolution of patient needs.

• Maintain working knowledge of assigned programs, approved resources, workflows, and processes to confidently address patient questions within the role's scope.

• Meet established productivity, quality, documentation, and service expectations while maintaining a patient-centered approach.

• Identify opportunities for process improvement and participate in training, coaching, quality calibration, and continuous improvement initiatives.

• Demonstrate adaptability, accountability, and receptiveness to feedback while navigating changing program requirements and operational priorities.

• Ensure all activities comply with Momentum Life Sciences (MLS), client, and applicable industry regulations, policies, and procedures.

• Identify, document, and report adverse events and product quality complaints (AE/PQC) accurately and within required timelines according to established procedures.

• Protect patient privacy and confidential information, including Protected Health Information (PHI), in accordance with applicable privacy requirements and MLS policies.

Other Duties

This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities required of the employee. Duties, responsibilities, and activities may change at any time with or without notice.

Required Education and/or Experience

• Associate degree required; bachelor's degree preferred.

• Two years of experience in patient support, patient navigation, non-clinical care coordination, pharmaceutical or healthcare support services, community health, health coaching, social services, healthcare advocacy, or a related field involving individualized support and problem-solving.

• Experience supporting individuals through complex concerns, identifying barriers, coordinating resources, and facilitating appropriate follow-up.

• Experience communicating with patients, caregivers, members, or customers in a telephonic or virtual support environment.

• Demonstrated experience meeting productivity, quality, and performance expectations while maintaining a high standard of service.

• Experience in pharmaceutical patient support programs, specialty pharmacy, patient assistance, reimbursement, or oncology support preferred.

• Experience using motivational interviewing, active listening, or other patient-centered engagement techniques.

Required Licenses and/or Credentials

• None required.

Required Skills

• Patient-Centered Communication: Demonstrated ability to communicate with empathy, professionalism, and clarity while establishing rapport and maintaining meaningful human connection.

• Active Listening and Questioning: Ability to use open-ended questions, reflective statements, and thoughtful follow-up to understand concerns, identify barriers, and clarify patient needs.

• Patient Engagement: Ability to apply motivational interviewing principles to explore patient goals, encourage participation, and support patient choice within approved program guidelines.

• Critical Thinking and Problem-Solving: Ability to analyze information, identify gaps, evaluate available options, and determine appropriate next steps within program guidelines.

• Call Management: Ability to guide conversations effectively, respectfully redirect when appropriate, and balance patient needs with required discussion points, compliance expectations, and call objectives.

• Clear Communication: Ability to explain approved program information and resources in understandable, conversational language and confirm patient understanding.

• Sound Judgment and Professional Boundaries: Ability to recognize personal assumptions, maintain objectivity, understand the limitations of the non-clinical role, and respond appropriately to requests outside approved program services.

• Organization and Follow-Through: Ability to manage multiple cases and priorities, meet deadlines, track commitments, and consistently complete required follow-up activities.

• Documentation Accuracy: Ability to document relevant information thoroughly, objectively, concisely, and in accordance with program and compliance requirements.

• Technology Proficiency: Ability to independently navigate multiple applications and systems, including Salesforce, Genesys, Microsoft Office, and other CRM or telephony platforms, while maintaining patient engagement.

• Adaptability and Collaboration: Ability to embrace change, incorporate coaching and feedback, work effectively across teams, and contribute to continuous improvement.

• Time Management: Ability to prioritize competing responsibilities and maintain productivity in a fast-paced, metrics-driven environment.

• Proficiency with internet research, multiple monitors, browser tabs, and data entry systems.

• Proficient keyboarding skills with a minimum typing speed of 40 words per minute.

Salary Range: $50k - $60k

MLS anticipates that the base salary for this position could range from $50K to $60k, and will depend, in part, on the successful candidate’s qualifications, including education, experience, and competency for the role. Some roles may include car allowance and eligibility to earn targeted bonus based on company or individual performance.