Lead Patient Support-Afford

This is an 11:30am–8pm shift supporting Medical Claims. We simplify the prescription process for patients, helping pharmaceutical manufacturers untangle complexities and build trust in medication brands. Our team brings together diverse voices—engineers, pharmacists, customer service veterans, developers, and program strategists—to create a seamless experience.

About the role

The Lead, Patient Support provides subject matter expertise, guidance, and instruction to a team of Specialists delivering white-glove patient concierge healthcare services and access to prescription medications. You’ll interact daily with ~10 team members and, as needed, engage with patients, physicians, and pharmacies to ensure access to care for our client programs. Strong communication, leadership, and engagement skills are essential, along with experience in patient/healthcare case management.

Responsibilities

• Act as the subject matter expert, monitoring and assisting the Patient Support Services (PSS) and/or Claims Processing team with daily responsibilities.
• Track team progress to ensure completion of daily deliverables and update the Supervisor to aid in work rebalancing.
• Provide peer coaching in accordance with supervisor instructions.
• Lead training sessions to advance the team’s technical proficiency in Affordability programs.
• Handle escalated patient calls, refer requests for escalation as needed, and collaborate with internal teams (e.g., Program Management, IT, other contact center teams) to resolve issues.
• Escalate technical issues, process gaps, or improvement opportunities to management.
• Coordinate with Quality and Training departments as the program’s subject matter expert, providing feedback to refine processes, procedures, and team training.
• Perform other assigned projects.

Requirements

• High School diploma or GED required; Associate/Bachelor’s Degree preferred.
• 5+ years of healthcare or case management experience in a high-volume contact center environment.
• Must meet all Quality standards.
• Experience in pharmacy benefits, healthcare insurance, and/or medical billing.

Pay

Posted salary range: USD $21.76 – USD $29.70 per hour.

Benefits

• Comprehensive benefits, including medical, dental, vision, life, and disability insurance.
• 401(k) retirement plan participation.
• Paid Time Off (PTO) for vacations and personal leave (prorated in the first year for non-exempt employees).
• Sick Time Off (STO) for eligible non-exempt employees (prorated in the first year).
• Eight standard company holidays and three floating holidays annually (floating holidays prorated in the first year).

Schedule

11:30am–8pm shift.