Non-Clinical Case Manager (Patient Support Program) FTC

Atlantis Health Atlantis Health was founded in 1996 with a clear goal: to improve understanding of the factors influencing medication adherence and optimize this key behavior among people living with long–term health conditions. Based on the depth of experience acquired in the past 25 years, we have developed proprietary data-driven tools and technologies that enhance patient engagement and empower Change for Good.

Our Vision

To preserve the health of people everywhere, in any place at any time. Our Purpose To help people Change for Good by empowering them to achieve health goals that will positively impact their lives and the lives of those around them. At Atlantis Health, we value open communication—among our colleagues and in the way we disseminate information to patients living with chronic conditions. Our US agency is entrepreneurial, friendly, and collaborative, and all our award-winning work is validated by health psychology insights. Our hybrid team works out of a beautiful brownstone in the middle of Millburn, NJ, surrounded by quaint shops, fantastic coffee, and unique food outlets. We are a small team but derive the benefits of our global partners. The Role The Non-Clinical Case Manager is responsible for coordinating and managing patient support services to ensure timely access to care, therapy initiation, and ongoing adherence. This role serves as a primary point of contact for patients, caregivers, healthcare providers, and internal stakeholders, delivering personalized support while navigating benefits, access, and workflows. The ideal candidate is patient-centered, detail-oriented, and experienced in healthcare coordination, benefits investigation, and patient engagement. This role is FTC up to 40 hours per week. Key Areas of Responsibilities

• Ability to provide empathetic, personalized support to patients enrolled in a patient support program (PSP) via phone, videoconferencing, and digital communication channels
• Experience with motivational interviewing, facilitating health behavior change, and other person-centric communication strategies
• Ability to record and maintain accurate documentation in our CRM system, following all compliance and data privacy standards
• Understanding of HIPAA, patient privacy standards, and adverse event (AE) and product complaint (PC) identification, reporting, and escalation
• Ability to collaborate with cross-functional internal teams (including Client Services, Behavioral Science, and Quality Assurance) to ensure a seamless patient experience
• Comfort in following scripts and call flow guidelines
• Participation in training, team meetings, and call calibration sessions to continuously improve the quality of patient interactions

Required Qualifications

• 2+ years previous experience in one or more of the following: PSP, nurse call center, or virtual health coaching environment, specialty pharmacy services, and/or care coordination roles
• Associate or bachelor’s degree in nursing, social work, public health, health education, or similar credentials
• Experience handling high-volume inbound calls and scheduled outbound patient check-ins
• Demonstrated experience with and/or ability to provide program overview and enrollment support; FAQ-based responses, including medication storage and handling (nonclinical), shipment coordination questions, navigation for insurance and affordability questions; and referral to financial assistance resources, approved educational materials, and vetted community or advocacy organizations
• Strong patient-facing communication skills, including ability to follow scripted responses, redirect clinical questions appropriately, escalate medical inquiries to clinical teams, and maintain an empathetic and professional phone presence
• Familiarity with call center metrics and documenting/working within CRM systems
• Ability to remain strictly within a nonclinical scope
• Proficient with Microsoft Office suite, specifically PowerPoint (PPT) and Excel
• Exceptional time management, communication, and organizational skills
• Excellent and proactive problem solving
• Ability to adapt quickly and be flexible in the face of changing priorities

Preferred experience and qualifications:

• Bilingual (especially Spanish)
• Background in cardiovascular disease
• Previous training in effective person-centered communication and cultural competency

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