OverviewUnder the direction of the department leader, the Manager, Patient Support is a senior leader responsible for managing approximately 45-60 staff members across one or more teams, delivering extraordinary patient concierge healthcare services, and enabling access to care for prescription medications. They will lead a high concierge ‘white glove’ service team managing the patient experience from start to finish by providing program information, eligibility, reimbursement support, and general assurances and ease of use in supporting our clients’ copay assistance programs. Services managed include processing claims and answering inbound phone inquiries (and making outbound phone requests for information) across a suite of clients and products, focusing on customer experience, world-class service and executing against all company MBOs and client obligations. The incumbent must possess strong leadership and communications skills and a deep patient or healthcare payor engagement background. The Manager, Patient Support will set direction, monitor performance, manage budget, and drive efficiencies and reductions in administrative costs while meeting and exceeding quality targets and standards. They will function within a matrix environment and interface with multiple internal areas focused on training/quality. There will be frequent interaction with our clients to communicate performance updates and to collaborate on improving the program offering.ResponsibilitiesWhat you will do:
Sets strategic direction for the team and is therefore accountable for overall performance and attainment of company and/or client service levels. Includes converting department MBOs into team and individual performance goals. Communicates results internally to senior and executive-level management. Respond to service-level issues by determining the root cause of issues and developing action plans to remediate them. Escalates internally and with clients as appropriate. Ensures teams are compliant with all applicable compliance and regulatory requirements.
Serves as a cultivator of talent who conducts performance reviews and one-on-one coaching sessions with Supervisors. Creates individual development plans for supervisors and oversees and aligns associate development plans. Maintains focus on succession planning and bench strength for all levels within the team.
Provides input into budget creation and is accountable for attaining budget goals throughout the year. Utilizes various call performance data to identify opportunities to improve patient/HCP experience. This includes partnering with Workforce Management and approving staffing models, driving operational efficiencies, improving productivity, and reducing administrative costs.
Works closely with Program Management partners to ensure flawless program execution. Participates in weekly or bi-weekly client meetings (recurring or ad hoc) to review team performance, discuss program updates, and/or collaborate on improving the program offering. Participates in Quarterly Business Review meetings with clients, including developing meeting content and presenting materials. Partners with IT to escalate and correct system deficiencies, identify and make recommendations for system enhancements, and contribute to and test the implementation of new products or system functionality.
Accountable to ensure team members follow company and/or client policies and procedures. Prepares CAPA documentation for internal issues and provides SOC-2 auditing materials as required.
QualificationsWhat we need from you:
College Degree or the equivalent amount of experience required.
7-10 years in a healthcare setting, including experience in claims processing and high-volume call centers. Experience in pharmacy benefits and healthcare insurance is strongly preferred.
Strong experience in a healthcare payor or patient experience setting. Healthcare or pharmaceutical experience is required.
Demonstrated leadership abilities. Excellent oral and written communication skills. Excellent organizational skills. Demonstrated ability to drive world-class customer service and patient outcomes. Must have an extreme sense of patient/customer empathy. Strong creative problem-solving skills and ability to manage effectively through ambiguity and complex situations – Self Lead. Skilled at operational execution and driving results.
Submit a Referral (https://careers-connectiverx.icims.com/jobs/2054/manager%2c-patient-support-afford-svcs/job?mode=apply&apply=yes&iniframe=1&hashed=-1834382591)
LocationUS-NJ-WhippanyID2024-2054Category Customer Service Position Type Full Time Remote No Additional Location : Location US-PA-Pittsburgh