Patient Education Manager Aegerion Pharmaceuticals, Inc.
Aegerion is seeking energetic, field-based Patient Education Manager (PEM) to provide initial education, treatment and access support for patients with HoFH. The role?s primary function is to educate, onboard and prepare each patient from the field for flawless transition to the Customer Care Managers (CCM) who will lead Patient follow up and patient /practice intervention. Ultimately this role will expedite a patient?s start on therapy, including introducing the patient to our in-house COMPASS program and addressing patient concerns regarding gaps in disease, drug & nutritional education. This position will be a key member of the patient-facing teams and will ensure excellent communication between both internal (Sales and Customer Care teams) and external (physicians, etc.) constituents, provide resolutions regarding interruptions or barriers to care, as required, and aid in the overall coordination of services to support Aegerion?s commitment to our patients. The PEM will work in a highly collaborative, cohesive and communicative manner with the LSM?s & CCM?s. The PEM will play an instrumental role in the on-boarding of patients, as a key partner with the LSM which will increase over time as our business grows. This recognizes that the LSM will remain as the lead with regards to the? introductory role? within new Physician and Physician offices as a means to preserve their abilities towards trust &relationship building with the physician and to maintain a gateway within the office for the identification of new patients. Outside of the ?introductory role?, the PEM will be primarily responsible for ?on-boarding? Aegerion patients. The differentiation between these two roles related to on-boarding, while intricately linked, are distinct ---one being the introduction to and within the Physician?s office (LSM) and the other being the actual on-boarding of the patient (PEM) and both requiring a collaborative effort relating to ownership in presenting the seamless ?face? of Aegerion to the Patient and Physician.
Initiate patient relationship in order to educate on Juxtapid (lomitapide), provide initial treatment support and introduce services to assist with gaining access to therapy.
Attend patient meetings, conferences and trade shows to educate patients on disease/product information and case management services
Provide patient with overview of the overall patient journey and transition the patient to the COMPASS program which includes distributing and reviewing the COMPASS Welcome Kit
Educate the patient about Juxtapid role in the treatment of their disease and be a liaison to obtain additional information (including through other patients)
Establish and maintain partnerships with field staff, Medical Affairs, Customer Care teams and Prescribers to ensure exceptional customer and patient advocate responsiveness and service.
Assist CCM in the ongoing management of adherence ideally by anticipating and resolving (through intervention or other education efforts) interruptions or barriers to treatment
Assist with contacting patients in ?acute situations?
Work in partnership with Physician/Prescriber office, Lipid Specialty Manager (LSM) and CCM to assist patient onboarding and ongoing education efforts.
Travel with sales representatives on sales calls, as needed, to promote Aegerion Program Services, review patient benefit investigation results, and provide customer support, as needed
Maintain consistent communication with physician office as well as across all business teams during the patient?s treatment decision process and onboarding process. Actively reach out to providers, including dieticians, to ensure all needs are met and appropriate support is being given on an individualized basis
Work with COMPASS to ensure that healthcare professionals are informed re: results of patients? prescription coverage for Juxtapid
Dimensional Characteristics & Competencies
Passion for Patients
Ability to transform product benefits into patient outcomes, thereby articulating a focus on patients and the mission of the PEM
PEM must counsel each patient through prescription and successful treatment with Juxtapid
Focus on Results
Above all else, results have to be documented and demonstrated
Results oriented ? expects to exceed
Autonomous ? take charge and hold themselves and others (including customers) accountable
Ability to maneuver through unforeseen obstacles, never losing sight of the goal
Being able to maneuver through a maze of uncertainty
Problem solver ? able to solve problems with limited resources
Sense of Urgency
The ability to motivate/inspire customer to act with urgency
Sense of real urgency ? move business quickly
History of ground-breaking actions that have had impact.
Willingness to confront
Assertive and persuasive motivation and skill set
Empathetic and validating in communication
Ask the tough questions
Having emotional strength ? don?t get easily swayed
Possessing relentless perseverance, ?never take no for an answer? attitude ? resiliency & tenacity
Relentless curiosity, out of the box and team based approach towards problem solving
This is a high-touch, patient centric environment with multiple moving parts.
Strong work ethic ? apply discretionary effort to get job accomplished
Someone that sees their role with demonstrated success in owning the end result by owning the process through end game.
Ability to successfully work within a multi-faceted, fast moving team with a parallel reporting structure
Sense of Closure
Sense of mission; the presentation or the prescription is not the mission, patient starting and staying on therapy is the mission
?Expect to win? attitude and can prove it
A high sense of collaboration and teamwork is critical to this role
This role must be highly communicative with the LSM and CCM
A strong sense of ?we? must be employed by this role recognizing it is part fo a total value proposition along with the LSM and CCM
Qualifications and Experience
RN/RD or Health Care Professional preferred
Minimal requirement of Bachelor?s degree
Current unencumbered STATE Registered Nurse license, preferred
Dietitian, license optional
3-5 years clinical practice required
Experience in pharmaceutical/biotech industry
Strong clinical skills and Electronic Medical Record skills preferred
Good documentation skills required
Strong computer skills in Microsoft Office preferred
Ability to prioritize and work in a fast-paced environment required
Ability to collect, analyze and present data and problem solve ?in the moment? successfully
Ability to relate to persons of all ages and diverse backgrounds, skills and abilities
Ability to handle difficult situations with tact and diplomacy and present a professional image
Experience in analytical problem solving; high degree of resourcefulness; able to work without close supervision
Ability to work collaboratively within a collegial department and multidisciplinary setting
Excellent interviewing and assessment skills
Clinical practice experience and knowledge sufficient to determine issues based on interview and document evaluation
Excellent customer service skills required
Effective interpersonal skills: oral, written and presentation skills
Bilingual (English/Spanish) a plus
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