Team Lead, Patient Solutions

As part of our mission to improve patient outcomes, we're looking for a compassionate leader to facilitate access to these life-saving treatments for oncology patients. Join us in making a difference in the fight against cancer. The position involves collaborating closely with AssistRx’s Patient Navigators and manufacturer's Case Managers to organize patient appointments and travel arrangements for approved oncology treatment centers. As the team lead, you will provide support to patients by liaising with Patient Navigators and their corresponding Case Managers to facilitate a smooth treatment experience. Additionally, responsibilities include conducting patient benefit inquiries, arranging travel and accommodations, provide support for the patient assistance program, processing receipt reimbursement, and managing patient appointment schedules.

The Program Team Lead responsibilities include:

• Handling first level escalations.

• Monitoring daily workflow and review post day reports.
• Aiding with Program Management initiatives.
• Developing employee knowledge and skill set through call quality monitoring and appropriate documentation of case work.
• Understanding inner workings of regional Case Manager and Patient Navigator territories.
• Ensuring cases move through the process in compliance with Program policies and procedure as well as the organization's defined quality standards; in a manner that provides the highest level of customer service and patient care.
• Verifying Travel and Lodging benefits and document specifics including coverage, cost share and eligibility.
• Act as a liaison for Case Managers and Patient Navigators to ensure accurate scheduling and preparation for treatments.
• Entering and maintaining patient data in CRM (Customer Relationship Manager).
• Coordinating with respective team members, interact with and proactively reach out to patients, to ensure excellent customer service and a seamless patient experience.
• Maintaining all patient communication needs including treatment scheduling, rescheduling, and travel details.
• Providing coverage during after-hours to address urgent patient needs.
• Conducting patient benefit inquiries, provide support for patient assistance program applicants, processing receipt reimbursement.
• Additional responsibilities as needed based on Program needs.

Requirements

• High school diploma or general education degree (GED) or equivalent combination of education and experience.
• Previous work in Oncology background.
• Health care industry experience (Hospitals, and/or Health Insurance).
• Advance level skills in computer use, including but not limited to Microsoft Office, email, web-based applications, and typing ability.
• Demonstrated strong written and verbal communication skills.
• Interpersonal skills to facilitate work with a wide range of individuals and groups from culturally diverse backgrounds.
• Critical thinking skills.
• Problem solving skills.
• Medical billing, Oncology experience and strong leadership skills preferred.
• Must be a professional, organized detail-oriented team player with effective interpersonal communication skills (verbal and written).
• Exhibit strong leadership traits such as integrity, empathy, adaptability, and the ability to inspire and motivate others.

PREFFERED QUALIFICATIONS:

• Bachelor’s degree
• 5 years of Oncology experience
• 2 years’ experience in benefit investigation with major medical insurance plans
• 3-5 years of leadership experience in Oncology team setting
• Advanced supervisory experience is a plus

COMPETENCIES:

• Attendance/Punctuality - Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time.
• Diversity - Demonstrates knowledge of EEO policy; Shows respect and sensitivity for cultural differences; Educates others on the value of diversity; Promotes a harassment-free environment; Builds a diverse workforce.
• Ethics - Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values.
• Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
• Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to