The Patient Support Staff / Care Coach provide compassionate and empathetic guidance to help patients to manage the impact of their condition and to receive their treatment effectively. The Care Coach is a qualified healthcare professional who complements the education and care provided by the patient’s own healthcare team. The role involves regular patient contact, in person and by telephone, and is responsible for building rapport and helping to address their patients’ personal challenges and needs. Facilitate successful communication between patients, physicians and third party payers that leads to shared motivation to achieve treatment goals. Ensure continuous patient education, motivation, consultation and follow up
Introduce to physicians the role of the patient care consultant (PCC) and their purpose to assist them with their patients.
Have a consent form signed by the physician to allow the PCC to contact his/her patients for education, follow ups and collection of health information.
Have a consent form signed by the patient and acknowledged by the treating physician to allow the PCC to teach him/her self-injection, follow up on his general health status, treatment outcomes and adverse events (if spontaneously reported), collect relevant health information and update the treating physician periodically.
Accurately capture patient details following Face to Face based and telephone interactions and assessments in the programme CRM system. This would include scheduled contacts as well as any ad hoc inbound queries from patients.
Ensure patients data privacy is 100% protected and confidential information is not disclosed under any circumstances.
Ensure regular update for each physician individually regarding their patients’ status: The update would include general condition of the patient, improvement, side effects if any, compliance, emotional status, patients concerns, etc.
Visit the physicians regularly (as per project plan) to present updates on their patients.
Educate patients/parents/family members about the disease
To assess and provide tailored interventional support to help patients overcome potential psychological or behavioral challenges that may impact their ability to manage their treatment or specific disease.
Educate patients and their care givers to correctly and confidently use their prescribed treatment medication.
Manage and report any potential adverse events, product quality issues or other perceived safety risks according to defined program procedures.
Give comprehensive instructions to the patients about detecting and reporting side effects
Gather all the detailed data from the patient and report promptly to as per local Pharmacovigilance SOPs
Educate patients about proper storage and administration of their treatment medication
Be available for and follow up regularly on questions and queries.
Highlight the importance of regular check-ups and doctor’s visits during the course of the treatment as ordered by the physician.
Provide emotional support to patient and family
Drive adherence to therapy to optimize treatment outcomes.
Advise patients not to take any decision on discontinuation of therapy or dose changes without consulting their treating physicians.
Give the patient the instructions for Third Party Payer procedures and assist when needed (whenever applicable).
Remind patients of prescription refill dates & doctor’s appointments
Submit to the direct manager aggregate data on patients’ adherence on monthly basis or whenever needed
Education: Degree in Nursing or Allied Health Care professionals
Experience: Minimum 2 years of experience as a nurse (Arabic & English)
Driving License is a Must
Kuwait Labor Laws