Patient Access Operations Lead

Position Overview

MCRA and IQVIA Business is seeking a Patient Access Program (PAP) Operations Lead to lead the Patient Access Programs and Team. This role requires leadership, program management, and day-to-day administrative and operational oversight of the Patient Access Team and all associated activity.

Responsibilities

• Provide proactive leadership, administrative and operational support to MCRA’s Patient Access Program (PAP) team and clients.
• Ensures all incoming cases are logged in system and assigned to the appropriate Case Manager.
• Confirms all assigned cases are worked within the established service level agreement guideline.
• Communicates with PAP clients, providers, and insurers to mitigate case barriers for escalated cases.
• Updates internal SOPs and communicates these changes with team and clients as needed.
• Reviews template letter composition for quality and correctness prior to submission to health plan and or provider.
• Analyze insurer correspondence, clinical notes, insurance medical policies and medical device guidelines to assist case managers with case strategy formation, as needed.
• Work with Finance to ensure that all billable time is accurately allocated to PAP clients and assist with invoicing matters, as needed.
• Completes case auditing to ensure quality of data collection and case summaries.
• Develops direct reports and seeks process improvement opportunities to improve and optimize workflows.
• Mets with PAP clients monthly, to review program metrics and performance. In addition to supplying monthly reports package to all PAP clients.
• Affords assistance with new program design, development, and implementation.
• Attends Business Development calls for prospective PAP clients.
• Partners with other RHEMA teams for mixed cross-selling opportunities.
• Provides exceptional customer service to internal and external customers; resolves any customer requests in a timely and accurate manner; escalates complaints accordingly.
• Able to complete special projects or other duties as assigned.
• Adheres to all HIPAA and PHI compliance policies.

Required Qualifications

• Bachelor’s Degree in Business, Healthcare Administration, Finance or Associates Degree and a Coding certification (such as CPC or CPC-A), with 8-10+ years’ experience working in a leadership capacity.
• 5-8 years of medical billing/coding, including benefit verification, prior authorization, and claim appeals.
• Familiarity with medical terminology and coding, i.e., CPT, HCPCS, ICD-10.
• Understanding of CMS -1500 claim forms, prior authorization forms and appeals forms for claims adjudication.
• Deep payer research skills using tools such as Policy Reporter, etc.
• Working knowledge of federal and commercial insurance products, procedures, claims process and medical policies.
• Professional demeanor and communications skills both oral and written.
• 5+ years of managing a team, delegating work, and checking work quality. Including experience with developing people, processes and administering corrective action and performance improvement plans.
• Proficiency with MS Office Suite, including Word, PowerPoint, Excel, Word, and Outlook.
• Self-directed individual who demonstrates initiative and can manage assignments with little oversight. Demonstrates effective time management skills and the ability to manage multiple priorities and assignments.
• Results oriented and metric driven.
• Moderate understanding of HIPAA and PHI handling practices.
• Ability to work effectively leading a team in office and remotely.

Preferred Qualifications

• Understanding of how to use Payer portals such as, NaviNet, Avality, CMS (CEDI), UHC, etc.
• Knowledge of medical device, biopharmaceutical billing.
• Experience working administratively within a health care setting is highly desirable, preferably for a health insurer, physician practice, ambulatory care center and/or hospital facility.
• Ability to work with broad spectrum of diagnoses coding.
• CPC Certification not required but highly preferred.

IQVIA is an Equal Opportunity Employer

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other status protected by applicable law. IQVIA is committed to integrity in our hiring process and maintains a zero tolerance policy for candidate fraud. Any false statements, misrepresentations, or material omissions during the recruitment process will result in immediate disqualification of your application, or termination of employment if discovered later, in accordance with applicable law. We appreciate your honesty and professionalism.