Overview
The Supervisor, Patient Support is responsible for direct supervision and leadership of a team of Benefit Verification Specialists and/or Case Management employees in our Patient Services Department in a pharmaceutical HUB environment. They are accountable for delivering on all contractual service level agreements to support customer/client satisfaction, retention, and growth.
Responsibilities
What you will do:
- Maintains a visible presence and is available to staff to answer questions and monitor all performance metrics such as daily stats and schedule adherence. Supports team members in problem-solving to attain first-call resolution. Addresses client field, providers, and patients' inquiries and escalations in a responsive, timely, and accurate manner.
- Develops, evaluates, and coaches staff on work procedures, proper call handling, and teamwork to deliver excellent customer service. Assesses individual and team performance regularly and provides candid and timely feedback regarding developmental training needs; includes completion of monthly and annual scorecards.
- Participates in new employees' interviewing/hiring process, annual compensation and performance review sessions, and disciplinary, corrective action, and termination discussions.
- Meets all administrative duties promptly, which may include approving timecards and PTO, completing and sending employee change documentation/communication to IT or HR, completing performance reviews and/or scorecards, completing all mandatory training sessions for staff, responding to emails promptly, creating meeting agendas and taking meeting minutes.
- Develops and maintains collaborative relationships with peers and internal business partners to maintain strong lines of communication and share resources to meet common service center objectives.
- Supports Program Management by providing feedback, reports, and input on presentations and business reviews.
- In conjunction with the Manager, Patient Support-HUB creates and revises operational documents to support consistent processes, including but not limited to work instructions, standard operating procedures, job process tools, process flows, and call scripts.
- Participates in special projects and performs additional duties as required.
Qualifications
What we need from you:
- Bachelor’s degree in business, marketing, or related discipline required. A minimum of 3-5 years of equivalent work experience may be substituted for a degree.
- Minimum three years leading a claim/customer service or related team in a production or similar environment, required OR a minimum of 3 years working in an inbound call center, handling medical benefits, claim adjudication, third-party billing, and/or provider issues.
- Previous experience in coaching, motivating, and training others through constructive feedback is preferred.
- Previous Call Center experience, highly desired.
- Working knowledge of good supervisory practices and skill in supervising others, including communication skills
- Knowledge of all aspects of call center needs with expertise in insurance verification and claims
- Ability to effectively evaluate performance, resolve complaints, ensure appropriate orientation, develop and mentor staff, provide career coaching, motivate staff individually and as a group, understand and support diversity, and establish and maintain an effective team.
- Ability to independently implement the benefit verification and/or case management process (assess, plan, implement, and evaluate) to meet patient needs as it relates to customer needs and to staff and delegate with guidance from policies, procedures, and protocols.
- Critical thinking skills
- Highly proficient computer skills, including Microsoft Office
- Outstanding customer service skills.
- Well-organized and able to effectively prioritize daily workload
Requirements:
- Job required to be onsite daily
- Operate standard office and computer equipment.
- Work schedule in support of an 8 AM – 8 PM contact center.
- Flexibility to support the needs of the business (evenings, weekends, etc.) as needed.
