Overview
This is for the 11:30-8 shift.
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,
Responsibilities
- 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
Qualifications
- 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.
