Covance Telephonic Nurse Case Manager - Remote Position in Gaithersburg, Maryland

Job Overview

At Covance, we are recognized as a leader in drug development because of our exceptional people. Our team is driven by an energized purpose to improve health and improve lives. Here, you’ll partner on diverse, industry-shaping initiatives across the drug development spectrum as you build relationships with thought leaders and supportive colleagues which will last a lifetime.

We are presently hiring a remote based Telephonic Nurse Case Manager for our Gaithersburg, MD office. Qualified candidates must be able to commute to Gaithersburg, MD for training. Bilingual in Spanish highly preferred.

The Telephonic Nurse Case Manager is responsible for supportingthe operations of Covance Market Access Services clinical care and access programs. This individual interacts primarily with patients, care partners and healthcare practitioners who are receiving clinical support services from a program. Examples of this type of support may include but are not limited to contact center based-services, such as virtual case management services, product education, disease state education, adherence support, , coordination services with various settings of care,, discussing side effect management, ongoing adherence support, , and working with payers on complex payer and reimbursement issues.

Additionally, this individual may be responsible for preparing monthly and ad hoc project-specific reports. The Telephonic Nurse Case Manager is responsible for assigning work to other members of their team. The Telephonic Nurse Case Manager also serves as a subject matter expert on programs may be the first point of contact for clinical care program calls.

Additional Job Responsibilities include:

  • Makes scheduled outbound calls and responds to inbound calls from patients and other customers regarding clinical aspects of a product, product administration, and adherence to medical therapies or treatments or for other related issues. Conducts follow up calls or sends follow up correspondence as necessary according to the program’s guidelines.

  • Providers wrap-around case management and care coordination services between patients, healthcare providers, and various settings of care.

  • Initiates clinical discussions with healthcare professionals per project guidelines.

  • Reviews approved therapy or treatment-related information with callers and identifies potential barriers to treatment. Within guidelines approved by the program’s sponsor, helps identify solutions to improve access and to help patients remain on treatment. Provides approved information to patients and their caregivers in a clear, caring way so that they may make informed choices.

  • Keeps case notes and tracks cases effectively using proprietary computer system.

  • Establishes appropriate activity plans to trigger next call, correspondence, or intervention.

  • Documents adverse events and provides reporting per CMA and client policies and procedures

  • May provide pre-approved medical information or literature to customers based on the guidelines of the specific program.

  • May conduct motivational interviewing and behavioral coaching calls with patients to encourage them to be adherent to their medication as prescribed.

  • Supports patients through their treatment journey

  • Develops and updates content in keeping with client requests and needs.

  • Possesses nursing license in good standing at all times of employment and to notify the immediate manager of any restrictions or disciplinary action imposed.

  • Other duties, as assigned.


Minimum Required:

The Telephonic Nurse Case Manager will holdcurrent RN licensure in good standing in the state of practice.

BS preferred, not required with RN licensure and applicable experience.

Additional required skills include:

  • Strong written and oral communication skills.

  • Customer service focus.

  • Critical thinking

  • Ability to work effectively through influence and collaboration.

  • Good judgment in managing and escalating client or project issues. Must be able to manage multiple projects and understand contact center processes.

  • Excellent interpersonal skills.

  • Ability to identify problems, take initiative, and be solution oriented.

  • Patient centric with ability to show empathy.


  • Minimum 5-yrs clinical nursing ( may require specific areas of practice and or certification such as - Psych, MS, Neurology, Oncology, dermatology etc.)

  • Additional language skills may be identified

  • Well versed in payer access and reimbursement

  • Previous remote call center experience preferred

Job Number 2018-19493

Job Category Nursing

Position Type Full-Time

Covance is committed to diversity in the workplace and is an equal opportunity employer (Minority/Female/Individual with Disability/Veteran/Sexual Orientation/Gender Identity). Your confidentiality and privacy are important to us.