Supervisor, Patient Support - Afford Svcs

Shift : 11:30-8pm

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.

Under the direction of the department leader, the Supervisor, Patient Support 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.

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

• Associates' degree or equivalent experience (4 years) required in in business, marketing, or related discipline. 
• Minimum 2 years  in a healthcare setting, including experience in a claims processing or high-volume call center. 
• Minimum 1 year of relevant supervisory experience in a capacity of team lead, project lead, etc. 
• 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 MS Excel, Word, PowerPoint and Access 

Process 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. Implement 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, weighs decisions in order to reach a sound and effective solution to a problem. 

Service Orientation: Anticipate, identify, and address the needs of customers/clients, sometimes before those needs are voiced. Actively looks for ways to help people; ability to be thoughtful, empathetic to the needs of others. Is prompt and courteous in ensuring that the customer's immediate needs or complaints are satisfied. Focuses on improving the level of service provided to external and internal customers. 

Consultation Communication: The ability to provide guidance to organizational stakeholders. Offers solutions based upon best practices, generates specific organizational interventions (e. g., culture change, change management, restructuring, training, etc. ) to support organizational objectives. 

Travel is not required for this position 

This position is an on-site, in office position. 

Adhere to all Company Policies, Procedures, and other training consistent with ConnectiveRx's Information Security and Compliance Programs, including but not limited to the following compliances and regulations: SOC1, SOC2, PCI, HIPAA

Maintain strict compliance with company and client policies regarding business rules and ethics, as well as applicable local, state and national federal laws