Position : Provider Support Manager
Department: General Programs
Reports To: Director, Provider Support
FLSA: Exempt
Job Scope And Major Responsibilities:
The Provider Support Manager will help to minimize barriers for patients to improve access. PSM’s will help resolve patient access issues through various reimbursement functions, including but not limited to complex benefit investigations and prior authorization support. They will also be responsible for educating healthcare and responding for field-based access and reimbursement teams, account inquiries and provider escalations.
Job Scope And Major Responsibilities:
- Work with internal team members to address program concerns with manufacturer and/or
- manufacturer partners
- Acquire a thorough understanding of the program business rules
- Build a lasting relationship with manufacturer sales team by properly communicating and
- addressing any questions in a timely manner
- Actively engage employees, clients, physicians, and pharmacies to proactively solve problems
- and ensure proper follow up
- Provide updates to internal team members regarding referral status, as needed
- Appropriately document all interactions within Asembia’s workflow system
- Notify the Account Team of any suggested changes to address any system issues or
- enhancements
- Communicate with internal contacts, manufacturers, insurance companies, pharmacies, and
- patients to achieve program goals
- Attend manufacturer meetings to support ongoing program development, as required
- Escalate issues to appropriate management for resolution
- Other responsibilities as assigned
- Develop strong relationships with key decision makers (e.g., front office staff, nurses, physicians,
- etc.) and serve as the primary point of contact for offices.
- Track patient and provider use of Asembia's services and provide clinical insights, identify
- opportunities to showcase Asembia's value via sharing of data, success stories, etc. with
- providers to drive revenue.
- Work cross-functionally to deliver value and provide resolutions to providers.
- Collect and synthesize provider feedback with leadership.
- Grow the business and drive use of Asembia's products and services.
- Identify accounts in decline and implement a plan to remediate.
- Compliance with the provisions of the Health Insurance Portability and Accountability Act of
- 1996 and its implementing regulations, as amended (“HIPAA”)
Performance Criteria:
Success is defined by accurate and timely responses to inquiries from the manufacturer sales force, high levels of customer service, and program utilization by the sales force. PSM’s will be measured on their ability to engage RBA’s and Provider Offices. Success in this role will be measured by RBA escalation response time, Provider and RBA feedback and program growth. Concurrently, PSM’s will be required to maintain engagement of their prescribers, month over month.
Required Qualifications:
- BA/BS degree required
- At least 3 years of Account Management or Customer Success related experience in the healthcare industry with an understanding of the provider or pharmacy space
- Minimum of 3 years professional clinical/pharmaceutical experience
- Strong interpersonal skills, ability to build relationships and engage anyone in any setting
- Excellent communication skills with a distinct talent for effective and eloquent conversations on medical topics
- Extensive knowledge of clinical space and a rich knowledge of the pharmaceutical industry
- Self-starter who can amplify their impact by planning and executing a high number of daily touchpoints with sustained energy
- Passion for working collaboratively on a team and independent ownership of accounts
- Ability to be adaptable within a fast-paced and rapidly growing environment
- Dedicated problem solver who can collaborate with the right teams, efficiently completing all task
- True representative to help support our vision to transform pharmacy and enhance the healthcare experience
- Competent in use of Word, Excel, Power Point and Outlook
