Manager, Patient Support

The Manager, Patient Support, under the direction of the department leader, is a senior leader responsible for managing approximately 45-60 staff members across one or more teams delivering extraordinary patient concierge health care services enabling access to care for prescription medications. They are the leader of a highly concierge ‘white glove’ service team managing the patient experience from start to finish by providing program information, eligibility, reimbursement support, and general assurances and ease of use in supporting our clients’ copay assistance programs. Services managed include processing claims and answering inbound phone inquiries (and making outbound phone requests for information) across a suite of clients and products, focusing on customer experience, world-class service and executing against all company MBOs and client obligations. The incumbent must personally possess strong leadership and communications skills, combined with a deep background in patient or healthcare payor engagement. The Manager, Patient Support will set direction, monitor performance, manage budget, and drive efficiencies and reductions in administrative costs, while meeting and exceeding quality targets and standards. She/He will function within a matrix environment and interface with multiple internal areas focused on training/quality. There will be frequent interaction with our clients to communicate performance updates and to collaborate on improving the program offering. Essential Functions Sets strategic direction for the team and therefore accountable for overall performance and attainment of company and/or client service levels. Includes converting department MBOs into team and individual performance goals. Communicates results internally to senior and executive-level management. Responds to service level issues by determining root cause of issues and develops action plans to remediate. Escalates internally and with clients as appropriate. Ensures teams are compliant with all applicable compliance and regulatory requirements. Serves as a cultivator of talent who conducts performance reviews and one-on-one coaching sessions with Supervisors. Creates individual development plans for supervisors and responsible for oversight and alignment of associate development plans. Maintains focus on succession planning and bench strength for all levels within the team. Provides input into budget creation and is accountable for attaining budget goals throughout year. Utilizes a variety of call performance data to identify opportunities to improve patient/HCP experience. This includes partnering with Workforce Management and approving staffing models, driving operational efficiencies, improving productivity and reducing administrative costs. Works closely with Program Management partners to ensure flawless program execution. Participates in weekly or bi-weekly client meetings (recurring or ad hoc) to review team performance, discuss program updates and/or collaborate on improving the program offering. Participates in Quarterly Business Review meetings with clients, including development of meeting content and presenting materials. Partners with IT to escalate and correct system deficiencies, identifies and makes recommendations for system enhancements, and contributes to and tests implementation of new products or system functionality. Accountable to ensure team members follow company and/or client policies and procedures. Prepares CAPA documentation for internal issues and provides SOC-2 auditing materials as required. As a subject matter expert, provides input and feedback to Quality Management and Training (among other partners) that will improve processes, procedures and training. Participates in QC and Training content refreshers. If applicable, manages external vendor(s), which includes recurring weekly meetings, performance updates/reviews, and remediation for errors or missed KPIs (i.e., requesting CAPAs for errors, root cause analyses, etc.) Knowledge, Skills and Experience: Identify up to 4 of the most important in each. State the minimum required. Education/Degree Requirements/Certifications (if applicable) Strong experience in a healthcare payor or patient experience setting. Healthcare or pharmaceutical experience is required. Demonstrated leadership abilities. Excellent oral and written communication skills. Excellent organizational skills. Demonstrated ability to drive world class customer service and patient outcomes. Must have an extreme sense of patient/customer empathy. Strong creative problem-solving skills and ability to manage effectively through ambiguity and complex situations – Self Lead. Skilled at operational execution and driving results. College Degree or the equivalent amount of experience required. 7-10 years in a healthcare setting, including experience in claims processing and high volume call centers. Experience in pharmacy benefits and healthcare insurance strongly preferred. Core Competencies (key behaviors) • Demonstrated action orientation and results, along with proven ability to lead teams and individuals. Travel or Physical Requirements (if applicable): 5% travel. Office-based. 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. Compliance Requirements: 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 state and national federal laws