Supervisor, Patient Support Affordability Services

Overview

Being on medication is tough enough. We want to make getting it the easy part. Getting prescriptions to patients has become increasingly complex. When things get messy along the prescription journey, pharmaceutical manufacturers rely on us to untangle the process and create a clear path—allowing patients to build trusting relationships with their medication brands.

 

We’re not only committed to taking the pain out of the prescription process, but we’re also devoted to bringing the brightest minds together under one roof. We bring together diverse voices—engineers, pharmacists, customer service veterans, developers, program strategists and more—all with one vision. Each perspective and experience makes ConnectiveRx better than the sum of its parts.

 

The Supervisor, Patient Support, under the direction of the department leader, is responsible for ensuring that their team provides extraordinary patient concierge health care services enabling access to care for prescription medications. The incumbent will be interacting directly with approximately 15 staff members and patients, physicians, and/or pharmacies related to providing access to care on behalf of our clients’ copay assistance programs. This includes call center services (inbound and outbound) and claims processing operations. They are part of a highly concierge “white glove” service team that will manage the patient experience from start to finish by providing program information, eligibility, reimbursement support, and general assurances and ease of use in supporting our client’s copay assistance programs. The incumbent will be working in a matrix environment and interfacing with multiple internal areas including Training, Quality, Program Management, Human Resources, and Technology, and will often interact with our clients on how to improve the program offering.

Responsibilities

• Responsible for ensuring that their team of approximately 15 members provides extraordinary “white glove” patient concierge health care services by meeting all agreed-upon SLAs and KPIs.
• Identifies process improvements and enhancements utilizing customer and employee feedback, as well as data such as QA results, SLA performance, and turnaround times.
• Provides regular feedback and coaching, fostering a positive work environment to enable world-class customer service and an outstanding patient/provider experience; exemplifies strong leadership with a focus on employee engagement.
• Monitors workloads, rebalances as needed, manages attendance, and approves time.
• Responds to escalations as needed and engages other internal areas such as Program Management, IT, and other Contact Center teams to resolve issues.
• Provides input and feedback to Quality and Training as the subject matter expert to improve processes, procedures, and training.
• Ensures the team follows all pharmacovigilance processes, including timely submission of AE/PQC and completion of training.
• Participates in special projects and performs other duties as assigned, including performing other duties as needed. 

Qualifications

• Associate’s degree or equivalent experience (4 years) required in business, marketing, or related discipline.
• Two years in a healthcare setting, including experience in a claims processing or high-volume call center. Minimum one year of relevant supervisory experience in a capacity such as team lead or project lead.
• Strong experience in a healthcare payor or patient experience setting; healthcare or pharmaceutical experience is strongly preferred (such as insurance verifications, claims, etc.).Advanced skill level in Microsoft Excel, Word, PowerPoint, and Access.

 

CompetenciesProcess Knowledge: Identifies, documents, and monitors key processes needed to achieve successful business results; maps and documents processes; develops framework for process improvement; identifies and documents processes within area of responsibility; seeks guidance on aspects of process that are out of immediate scope; drafts procedures that comply with the process; implements process improvement recommendations within the context of overall business processes.

 

Decision Quality: Ability to make appropriate, informed, and timely decisions while ensuring compliance with company policies, practices, and core values; uses a combination of analysis, knowledge, experience, and judgment to make decisions; makes effective decisions even in the absence of complete information; evaluates and prioritizes factors and weighs decisions in order to reach a sound and effective solution to a problem.

 

Service Orientation: Anticipates, identifies, and addresses the needs of customers or clients, sometimes before those