Lead Patient Support Specialist - Afford Svcs

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. 

The Lead, Patient Support provides subject matter expertise, guidance, and instruction to a team of Specialists who provide white glove patient concierge health care services and access to care for prescription medications. The incumbent has daily interactions with ~10 team members and, as needed, will also interact with patients, physicians, and/or pharmacies as it relates to access to care on behalf of our client’s programs. The incumbent is required to possess great communication, leadership, and engagement skills. The incumbent will ensure experience in patient/health care case management.

• Provides support in monitoring and assisting the PSS and/or Claims Processing team members with daily responsibilities by acting as the subject matter expert. Keeps track of the team's progress to help ensure that it completes its daily deliverables and updates the Supervisor as necessary to aid in work rebalancing.
• Engages in peer coaching in accordance with supervisor's instructions. Helps and leads training sessions to advance the teams' technical proficiency in relation to Affordability programs.
• Handles escalated patient calls; refers requests for escalation as needed and engages other internal areas such as Program Management, IT, and other contact center teams to resolve issues. Bring forward to management escalated technical issues, process gaps, or other opportunities.
• Coordinates with the Quality and Training departments as the program's subject matter experts and provides feedback and suggestions to improve processes and procedures and team training.
• Performs other projects as assigned

• High School or GED required. Associate/Bachelor’s Degree (preferred)
• 5+ years in health care or case management experience in a high-volume contact center environment
• Must meet all Quality standards
• Experience working in pharmacy benefits, health care insurance, and/or medical billing