Location: Norway
Apply by 2025-03-31
Workplace Remote
Job Title: Patient Support Advisor
Project/Team/Department: Patient Solutions (PS)
Job Context: Reports to Nordic Clinical Operations Manager
Direct Reports: None
Location: The jobholder will be field based working from home
Work time: 50% (from 10 am – 2 pm)

Job Purpose/Overview:

• To provide a variety of patients with support including, respond to technical support requests from patients, carers and families
• To provide such other services as required from time to time.

Duties & Responsibilities:

Operational Excellence

• To provide and deliver high quality response and service as set out in the specified programme virtually.
• To provide patient education and support to all patients, families and their relatives referred to the service as required.
• To provide solutions and support to patients, families and their relatives through the support line.
• To be pro-active and able to work under own initiative.
• To be able to identify when a situation is required to be escalated
• Maintain all equipment and materials that are provided as part of the service in accordance with company policies and manufacturing guidelines.
• Undertake other tasks and roles within the programme which may be required by the nurse manager or company to ensure a safe patient, applicable to individual competence or development.
• Attend team meetings and conferences as required to keep up to date with plans, activities and developments and to exchange knowledge and experience within the team.

Client Focus

• To communicate with and develop relationships with program team
• To deliver on the Key performance indicators to include:
• Programme KPI’s
• To manage and report any adverse events, clinical incidents and refer as per policy.
• To complete all specified documentation as per programme and good documentation requirements.
• Complete all necessary administration in a timely and accurate manner as per KPI’s particularly in relation to activity reporting, information feedback Quality and Compliance
• Undertake Client and Inizio Engage training to include:
• Programme specific training
• Adverse event and product technical complaint reporting
• All service documentation (controlled documentation)
• Continuing professional development
• All Inizio Engage Clinical Standard Operating Procedures (SOPs), Service Operating Procedures (SeOPs) and other applicable documentation
• Be familiar with Company policies and health and safety legislation
• Maintain own professional registration and up to date knowledge and research.
• To fully document all patient interactions in accordance with company/client policies
• Comply with the Adverse Event policies and Incident reporting of Inizio Engage (and the client company, where applicable) in respect of all matters relating to pharmacovigilance, incidents including training requirements and reporting systems.

Requirements & Qualifications:

Qualifications

• Nurse or Nurse Assistant degree is required
• Previous experience from remote patient support is desirable

Requirements

• Self-driven with a clear focus on high quality, accuracy and attention to detail
• Ability to work autonomously to regular and tight deadlines
• Ability to be solution focussed
• Computer literate
• Excellent face-to-face, telephone, and written communication skills with stakeholders at all levels
• A commitment to excellent customer service
• Satisfactory pre-employment checks
• Native Norwegian Speaking

Our Leadership Commitments:

Our Commitments are promises that our senior leaders are making about how we will behave; how we will interact with the people around us, and the kind of culture we want to work together to create:

Our Pledge:

Inizio Engage Nordics is part of Inizio, we value inclusivity, recognize the power of diversity and inspire the next generation of change-makers. We are an equal opportunities employer. We believe in creating a dynamic work environment that values diversity, equity and inclusion. We strive to recruit from a diverse slate of candidates and foster an environment that provides the right conditions for long-term success. We welcome all applications regardless of race, colour, religion or belief, gender, gender identity, age, national origin, marital status, military veteran status, genetic information, sexual orientation and physical or mental disability.

Responsible recruiter
Otto Simonsson
[email protected]