Conduent Oncology Nurse Advocate in Wilmington, Delaware
Oncology Nurse Advocate
The Oncology Nurse Advocate is an oncology nurse in a pharmaceutical company’s integrated multi-channel oncology patient support program, which includes proactive patient monitoring, live triaged side-effect alerts, and symptom summaries.
After the Patient (or Caregiver) tracks and reports their side-effects/experiences to the patient support program, the Oncology Nurse Advocate analyzes the information received from the Patient, and a pre-agreed protocol determines the course of action required. A flag is issued when the protocol deems a reported experience as an issue. When needed, the Oncology Nurse Advocate encourages the Patient to contact the Oncologist / Care Team who will decide on the best course of action.
The Oncology Nurse Advocate demonstrates excellent communication and organizational skills while working independently in a call center environment. He/she must be able to build relationships and rapport with customers, both internal and external, while responding to patient inquiries, on inbound and outbound calls, email, and text messaging.
The Oncology Nurse Advocate performs a second important function as well, answering inquiries from patients and health care professionals contacting the company for medical and product information for oncology medications. For this responsibility, the Oncology Nurse Advocate uses his/her healthcare experience and product/disease state training (provided during on the job training) to effectively and consistently communicate product and disease state information via telephone, e-mail and written communication. The variety of subjects handled is extensive, including product information, pricing, patient education materials, product quality complaints, adverse experiences, and more.
The Oncology Nurse Advocate communicates within the company to share customer issues, trends, and best practices.
Required experience and skills:
Registered Nurse with an active license
Bachelor of Science in Nursing (BSN) degree, or Master of Science in Nursing (MSN) degree
Minimum of three years direct patient care experience
Minimum of two years Oncology nursing experience within the last five years, working directly with cancer patients
Excellent verbal, telephone communication and written skills required
Demonstrated competency using information technology, PCs and databases
Ability to collaborate with a team of healthcare professionals
Ability to follow a clearly defined protocol outlining what action to take depending on the patient experience reported
Knowledge of oncology treatments, and side effects of related therapy methods.
Ability to perform nursing assessments, patient triage and referrals over the phone
Ability and experience in documenting patients’ progress
Ability to conduct patient teaching
Experience with patients in all stages of cancer
Good at building a strong rapport with any patient; personable
Ability to utilize an empathic and caring approach
Ability to multitask
Good problem solving and decision-making
Good time management skills
Good interpersonal skills
Good organizational skills
Additional desirable experience and skills:
Experience providing medical information and customer service to patients and healthcare professionals over the phone strongly preferred
Previous experience in a call center environment desirable
Fluent Spanish language skills desirable
Oncology Certified Nurse (OCN) certification desirable
Nurse Practitioner or Physician Assistant
Conduent is the world's largest provider of diversified business process services with leading capabilities in transaction processing, automation, analytics and constituent experience. We work with both government and commercial customers in assisting them to deliver quality services to the people they serve.
We manage interactions with patients and the insured for a significant portion of the U.S. healthcare industry. We are the customer interface for large segments of the technology industry and the operational and processing partner of choice for public transportation systems around the world.
Whether it's digital payments, claims processing, benefit administration, automated tolling, customer care or distributed learning - Conduent manages and modernizes these interactions to create value for both our clients and their constituents. Learn more at www.conduent.com at https://conduent.taleo.net/enterprise/akirax/flex/www.conduent.com .
Conduent is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, gender expression, sex/gender, marital status, sexual orientation, physical or mental disability, medical condition, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law. People with disabilities who need a reasonable accommodation to apply for or compete for employment with Conduent may request such accommodation(s) by clicking on the following link, completing the accommodation request form, and submitting the request by using the "Submit" button at the bottom of the form. For those using Google Chrome or Mozilla Firefox please download the form first: click here to access or download the form at https://downloads.conduent.com/content/usa/en/file/conduent-applicant-adaaa-referral-form.pdf .
Job Service Delivery Healthcare
Primary Location United States-Delaware-Wilmington
Unposting Date Ongoing
Req ID: 18012819