Lead, manage, and develop team members while fostering a people-first culture
Provide ongoing coaching, feedback, and performance management to ensure achievement of program KPIs
Establish and optimize work procedures to ensure efficient daily operations
Oversee call center operations and monitor staff interactions
Serve as an escalation point for complex patient, provider, and operational issues
Ensure accuracy and compliance of all communications and documentation
Manage program performance through KPI tracking and reporting
Identify workflow bottlenecks and implement solutions for efficiency
Collaborate with internal teams and external partners to improve patient access

Bachelor’s degree or equivalent combination of education and relevant professional experience required
Minimum 5–7+ years of progressive experience in patient support HUB programs, pharmacy, or healthcare services
At least 3–5+ years in a direct people leadership role managing and developing teams of 6–10+ employees
Call center management or operational leadership experience required
Strong understanding of payer reimbursement processes, benefits verification, and prior authorization workflows
Proven ability to analyze performance metrics and implement process improvements
Exceptional written and verbal communication skills, with strong client-facing capabilities

Manager, Patient Support Operations

Key skills