Manager, Patient Support – Afford Svcs

Role Overview

• Sets strategic direction for the team and is 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.
• Respond to service-level issues by determining the root cause of issues and developing action plans to remediate them.
• 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 oversees and aligns 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 the year.
• Utilizes various 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 developing meeting content and presenting materials.
• Partners with IT to escalate and correct system deficiencies, identify and make recommendations for system enhancements, and contribute to and test the 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.

Requirements

• 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 is strongly preferred.
• 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.

Benefits

• Employees can access comprehensive benefits, including medical, dental, vision, life, and disability insurance.
• Employees may also participate in the company’s 401(k) plan, with employer contributions where applicable.
• ConnectiveRx provides a flexible paid time off (PTO) policy for exempt employees, covering sick days, personal days, and vacations.
• Employees also receive eight standard company holidays and three floating holidays annually, with prorations applied in the first year.