Patient Support Specialist Team Lead

Inizio Engage has a long-standing partnership with a leading Biotechnology company, across Commercial, Patient Solutions and Medical Affairs businesses.  

To assist the management of the call center staff to ensure timely and accurate intake enrollment process and prior authorization payor follow-up for customer while maintaining Patient Support Specialist role functionality as required. 

This is your opportunity to join Inizio Engage and represent a top biotechnology company!

What’s in it for you? 

• Competitive compensation 

• Excellent Benefits – accrued time off, medical, dental, vision, 401k, disability & life insurance, paid maternity and bonding time benefits, employee discounts/promotions 

• Generous performance-driven Incentive Compensation package 

• Competitive environment with company wide recognition, contests, and coveted awards 

• Exceptional company culture 

• Recognized as a Top Workplace USA 2021 

• Awarded a “Great Place to Work” award in 2022 and 2023 

• Fortune Best Workplaces in Biopharma 2022 

What will you be doing? 

• Adhere to all job duties and responsibilities as outlined in the Patient Solutions, Patient Support Specialist 

• Will be required to divide time 60:40 between responsibilities of a PSS and as a Team Lead. This time division may vary depending on the program needs 

• Provide intermediate service between Client Account Manager, Supervisor, or designee, and PSS team. 

• Support Client Account Manager, Supervisor, or designee, or Program Leadership team in all project business goals and objectives 

• To assist with the delivery of training sessions as instructed by Supervisor and in cooperation with the Program Training Manager if applicable 

• Examine inquiries, complaints, and escalations for program 

• Escalate, in a timely manner, all system issues or delays that happen to the program leadership  

• Assist with call quality assurance; provide prompt feedback to team members 

• Assist the Program Leadership team with the collection of individual monthly program metrics 

• Assist with the distribution and assimilation of all project information/directives to team 

• Maintain high quality and productivity standards for all client projects; follow project scripts and guidelines 

• Have effective organizational skills, including working on multiple projects at the same time  

• Completes all required administrative tasks in a timely manner within the deadlines required for the program, and Inizio Engage. e.g. Some of these could include but are not limited to, daily computer updates, weekly summary of activity reports, emails, and time reporting.  

• Must protect patient privacy and confidentiality by following the guidelines set forth in the Privacy and Security Rules of the Health Insurance Portability and Accountability Act (HIPAA)  

• Adhere to all company and client policies, proced