Specialist, Senior RN Patient Support

Posted 15 Oct 2018

Rockland, Massachusetts - United States

Req Id 183080


A career with EMD Serono is an ongoing journey of discovery: our 52,000 people are shaping how the world lives, works and plays through next generation advancements in healthcare, life science and performance materials. For 350 years and across the world we have passionately pursued our curiosity to find novel and vibrant ways of enhancing the lives of others. EMD Serono is a business of Merck KGaA, Darmstadt, Germany.

Your role:

This individual will handle direct customer interaction by providing nursing support and assistance to patients, caregivers, family members, nurses, physicians, and pharmacists. A key objective of the role is to achieve customer satisfaction and ensure adherence to therapy. This will be accomplished by listening to the customer needs and utilizing the resources available within the center to provide a customized solution. A geographic territory of patients will be assigned and must be managed to ensure patient adherence and persistency of neurology therapies. The RN Support Specialist will manage all customer information according to HIPPA guidelines and other laws and regulations and in the strictest of confidence and will enter all required information accurately and expeditiously into the program database including update of therapy start dates and dose. The RN Support Specialist may be called upon to provide education and support at patient and/or field oriented events.

  • Institute and maintain timely patient follow-up via outbound telephone calls to ensure continued product therapy.
  • Manage an assignment of a geographic territory to reach the greatest number of patients and provide timely follow-up.
  • Ensure compliance/adherence to therapy through expanded patient support systems.
  • Provide patient/caregiver teaching as required.
  • Provide guidance and direction to patients and caregivers in managing therapy side effects.
  • Maintain communication with outreach nursing agencies and pharmacies to preserve the highest quality of patient handling.
  • Handle adverse event calls. Triage to United States Product Surveillance (USPS) when appropriate.
  • Maintain technical expertise in the assigned therapeutic area through continuous education and attendance of periodic internal lectures as well as association meetings for updates of current therapies and industry advancements.
  • . Share unique situations and issues with team members to ensure common response from all RN Support Specialists. 
  • Interact directly with patients, caregivers, Healthcare professionals in the Patient Support Services Center (Call Center – i.e., MS LifeLines
  • Handle all customer contacts with the highest in professional standards. Each call will be answered promptly, professionally, and compassionately with the end result of meeting the customer’s needs (medical information, coordination of homecare requests, fulfillment, general source of information on their assigned therapeutic area, and triage for reimbursement to Reimbursement Specialists).
  • Timely follow up with registrants of the support programs to ensure compliance on therapy.
  • Gather and deliver approved medical information or triage to United States Medical Information (USMI) and/or United States Quality Assurance (USQA) group(s) for advanced medical questions, complaints.
  • Partner with patient physician/nurses or other healthcare professionals to provide consistent product information.
  • Ensure timely and effective execution of new customer programs.
  • Update Managers/Supervisors with feedback from customers to improve services or provide recognition of staff members.
  • Continued education will be required. Technical expertise in assigned therapeutic area is necessary and updates in current therapy will be required. 

Who you are:

  • Must be an active Registered Nurse licensed in the state of Massachusetts.
  • Fully bilingual capability (Spanish) a plus.
  • Achieve certification through the International Organization of MS Nurses
  • Maintain technical expertise in the assigned therapeutic area through continuous education and attendance of periodic internal lectures as well as association meetings for updates of current therapies and industry advancements.
  • Minimum five years of experience as a Registered Nurse
  • Experience inn the field of home care or case management a plus but not required.
  • Exceptional customer service and telephone skills.
  • Strong computer skills (customer contact databases, Windows, Word, and Excel) preferred.
  • Data Entry/Typing skills necessary.
  • Ability to manage multiple and/or repetitive tasks.
  • Normal office duties.
  • Must be flexible in working hours, shift work (11:30am to 8:00pm) and weekend shifts may be required.
  • Limited travel will be required. Attendance of certain association meetings during the year may be required to receive updated information or competitive review.


What we offer: With us, there are always opportunities to break new ground. We empower you to fulfil your ambitions, and our diverse businesses offer various career moves to seek new horizons. We trust you with responsibility early on and support you to draw your own career map that is responsive to your aspirations and priorities in life. Join us and bring your curiosity to life!


Curious? Apply and find more information at come2emd.com

The Company is an Equal Employment Opportunity employer. No employee or applicant for employment will be discriminated against on the basis of race, color, religion, age, sex, sexual orientation, national origin, ancestry, disability, military or veteran status, genetic information, gender identity, transgender status, marital status, or any other classification protected by applicable federal, state, or local law.  This policy of Equal Employment Opportunity applies to all policies and programs relating to recruitment and hiring, promotion, compensation, benefits, discipline, termination, and all other terms and conditions of employment. Any applicant or employee who believes they have been discriminated against by the Company or anyone acting on behalf of the Company must report any concerns to his/her Human Resources Business Partner, Legal, or Compliance immediately. The Company will not retaliate against any individual because he/she made a good faith report of discrimination.


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