Patient Navigator, Patient Support Services

General Scope and Summary

Sage is currently building a world-class Patient Services operation as it prepares to launch its newest product supporting the Post-Partum Depression (PPD) and Major Depressive Disorder (MDD) populations.The Case Management team plays a key role in this vision by directly working with various stakeholders to assist with locating healthcare provider, advocacy, and community resources, assisting with telehealth/appointment scheduling, sharing responses to frequently asked questions pertaining to product and disease state, assisting caregivers by offering various resources, and initiating MDD/PDD initiatives.This position requires strong listening, time management, communication, and empathy skills.

Roles and Responsibilities

Responsibilities will include but not are not limited to:

• Fielding inbound communications from various stakeholders in a professional and empathetic manner.

• Acting as a resource to stakeholders to share details regarding product and disease state information.

• Working with stakeholders to identify the root cause for the contact and locating and sharing information in a timely fashion.

• Identifying caller needs and offering the appropriate education, resource materials, and advocacy and community resources as requested.

• Ensuring adherence to quality and compliance based on business rules and process.

• Compliantly reporting adverse events and product complaints if notified by stakeholder.

Experience, Education and Specialized Knowledge and Skills

Must thrive working in a fast-paced, innovative environment while remaining flexible, proactive, resourceful, and efficient.Must have excellent interpersonal skills and the ability to develop important relationships with key stakeholders over the phone.Must have strong listening skills with a clear sense of empathy for the caller.

Basic Qualifications

• Bachelors degree required.

• 0-2 years of experience in a patient or customer assistance position.

Preferred Qualifications

• Ability to work an 8 hour shift within an 8:00am to 8:00pm Eastern Time timeframe required.

• Excellent written and verbal communication skills.

• Strong sense of empathy for callers and their individual needs.

• Demonstrated ability to problem solve.

• Strong attention to detail.

• Strong team player that has a customer service approach and is solution-oriented.

• Ability to learn and navigate new systems and technologies.

• Ability to understand, communicate, and adhere to program and process designs.

• Demonstrated ability to collaborate and execute in a matrixed environment.

• Demonstrated results orientation and high productivity through setting high standards and achieving stretch goals.

• Proficient with Microsoft Word, PowerPoint, Excel, and other tools.

• High level of initiative and desire to work in a dynamic and fast paced environment.

• Exhibits a high degree of flexibility in adapting to a rapidly changing environment.

• Embrace our core values: Put People First, Improve Lives, Cultivate Curiosity, Do Right, and Forge New Pathways.

• Excitement about the vision and mission of Sage.

  • Vision Fearlessly lead the way to create a world with better brain health.

  • Mission Pioneer solutions to deliver life-changing brain health medicines so every person can thrive.

Benefits and Compensation The base salary hiring range for this position is $52,000 - $71,500.*

• The actual salary offered within the range is dependent on a variety of factors including, but not limited to, relevant experience, qualifications, education, skills, and performance.
• This position is eligible to participate in the Companys annual bonus plan; the bonus varies based on performance and is subject to the standard terms and conditions of the incentive program.
• To support your well-being, we offer a comprehensive benefits and wellness package, which includes medical, dental, and vision coverage upon hire. More information can be found in our Benefits Guide.

*Base salary ranges are periodically reviewed and subject to change. #LI-Remote