US Remote
General Scope and Summary
Sage is currently building a world-class Patient Services operation their newest product supporting the Post-Partum Depression (PPD) population. The case management team plays a key role in this vision by directly working with various stakeholders to assist with locating healthcare provider, sharing responses to frequently asked questions pertaining to product and disease state, assisting caregivers by offering various resources regarding post-partum depression and ZURZUVAE, and initiating PDD initiatives. This position requires strong listening, time management, communication, and empathy skills.
Roles and Responsibilities (Essential Functions)
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
- 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. Excellent interpersonal skills, ability to develop important relationships with key stakeholders over the phone. Strong listening skills with a clear sense of empathy for the caller.
Basic Qualifications
- Minimum 0-2 years’ experience in a patient or customer assistance position.
- Ability to work an 8 hour shift within an 8:00am to 8:00pm Eastern Time timeframe
Preferred Qualifications
- Excellent written and verbal communication skills
- Strong sense of empathy for callers and their individuals 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, 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
This job description may not be inclusive of all assigned duties, responsibilities, or aspects of the job described. Other duties may be added, or this description amended at any time at the sole discretion of Sage.
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 Company’s 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
.Job ID: R002264
