RN, Patient Support Specialist – West Coast

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🍂 Massachusetts – Remote

🍂 Massachusetts – Remote

💵 $91.4k - $137.2k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

👻 Ghost score 0%

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Merck KGaA, Darmstadt, Germany

WebsiteLinkedInAll Job Openings

10,000+ employees

🧬 Biotechnology

🏥 Healthcare

💊 Pharmaceuticals

Biotechnology • Healthcare • Pharmaceuticals

Merck KGaA, Darmstadt, Germany is a global science and technology company active in life sciences, healthcare and electronics. In the United States and Canada it operates under the business names MilliporeSigma (life science), EMD Serono (healthcare) and EMD Electronics (electronics) and is distinct from Merck & Co. The company emphasizes research and development, digital transformation (IT/OT convergence, data & analytics), sustainability, and talent development to advance human progress.

📋 Description

• Provide individualized clinical education, product training, and ongoing support to patients and caregivers throughout the treatment journey for prescribed EMD Serono products • Use professional nursing judgment and advanced insights to understand patient needs and identify treatment barriers • Facilitate product and disease-state education and adherence support for patients, family members, caregivers, nurses, physicians, and pharmacists • Own and support clinical cases, calls, and emails • Use data and AI-enabled tools with clinical expertise to deliver proactive, relevant, and individualized patient engagement • Identify barriers affecting treatment initiation, adherence, persistence, or confidence and tailor interventions • Adapt teaching methods to patients’ learning needs, health literacy, confidence, and understanding • Identify and escalate potential adverse events, product complaints, safety concerns, and other reportable information • Document patient interactions, assessments, education, outcomes, escalations, and follow-up actions in the CRM • Follow standard operating procedures, work instructions, required training, and certifications • Adhere to HIPAA guidelines and regulations • Respond within scope of practice and refer out-of-scope questions to prescribers • Collaborate with healthcare providers, Hub colleagues, and cross-functional partners • Communicate relevant information, trends, and insights to stakeholders • Contribute nursing expertise to improve patient-support materials, workflows, and service delivery • Share learnings, trends, and patient insights to drive strategy and continuous improvement

🎯 Requirements

• Active Registered Nurse license in good standing • 5+ years of experience as a Registered Nurse • External applicants must be eligible to work in the US • Experience supporting patient support programs, reimbursement support services, or healthcare contact center operations (preferred) • Knowledge of adverse event reporting, patient safety processes, and applicable healthcare regulations (preferred) • Training or experience in motivational interviewing, health coaching, and patient education (preferred) • Familiarity with AI-enabled tools, data-driven patient engagement, or technology-enabled healthcare (preferred) • Fluency in Spanish (preferred) • Excellent communication, organizational, and interpersonal skills (preferred) • Ability to collaborate across functions and share information openly (preferred) • Willingness to take risks and stand up for what is right while prioritizing customers and patients (preferred) • Commitment to ambitious goals and high standards (preferred) • Ability to streamline processes, focus on impact, and adapt quickly to change (preferred) • Ability to embrace new ideas, challenge the status quo, and seek innovative solutions (preferred)

🏖️ Benefits

• Health insurance • Paid time off (PTO) • Retirement contributions • Other perquisites • Position may be eligible for sales or performance-based bonuses