Patient Support Services Intern
Genmab is an international biotechnology company focused on improving patient lives through innovative antibody therapeutics. The Patient Support Services Intern will support the PSS organization in operational excellence, data accuracy, and process optimization across patient-facing programs, providing hands-on experience in healthcare operations and technology systems.
Responsibilities
- Assist in documenting and mapping current workflows across patient onboarding, support, and affordability programs
- Identify opportunities for process simplification and automation under the guidance of the Process Optimization team
- Participate in small-scale process improvement initiatives aimed at enhancing patient and provider experiences
- Support quality monitoring by listening to and evaluating recorded patient service calls
- Complete quality scorecards and summarize insights for leadership review
- Contribute to call calibration sessions to ensure alignment between Patient Access Specialists (PAS), Patient Engagement Liaisons (PEL), and leadership
- Assist with accurate data entry and validation within Genmab’s Customer Relationship Management (CRM) system (e.g., Salesforce)
- Analyze trends and generate simple reports highlighting key operational or quality metrics
- Support data integrity efforts by identifying missing, duplicate, or inconsistent information
- Collaborate with the Process Optimization & Technology team to document system enhancement requests or issues
- Participate in testing new features or updates to ensure functionality, compliance, and user readiness
- Learn how integrations across patient service systems (e.g., telephony, portals, copay platforms) contribute to seamless patient journeys
- Engage with various departments including IT, CE&I, Analytics, and Compliance to understand how technology and process design support patient outcomes
- Contribute to regular team meetings, calibration sessions, and improvement discussions
- Support vendor management activities, including data collection and tracking of service performance metrics
Skills
- Currently pursuing a Bachelor's or Master's degree in Life Sciences, Healthcare Administration, Social Work, Nursing, Business, Data Analytics, or a related field
- Strong interest in patient access, healthcare operations, or health technology
- Detail-oriented, organized, and proactive with a willingness to learn
- Excellent communication and interpersonal skills; ability to work collaboratively across teams
- Proficient in Microsoft Office Suite; exposure to Salesforce or other CRM systems preferred
- Analytical mindset with curiosity for data-driven decision-making
- Ability to multitask and manage time effectively in a dynamic environment
- Positive attitude, adaptability, and strong work ethic
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