Supervisor, Patient Support - Afford Svcs

Responsibilities

• Ensures team provides extraordinary “white glove” patient concierge healthcare services by meeting all agreed-upon SLAs and KPIs.
• Identifies process improvements/enhancements utilizing customer and employee feedback and data (QA results, SLA performance, turnaround times, etc.).
• Provides regular feedback and coaching, fostering a positive work environment to enable world-class customer service and outstanding patient/provider experience.
• Exemplifies strong leadership with a focus on employee engagement.
• Maintains workloads and rebalances as needed, manages attendance, and approves time.
• Responds to escalations as needed and engages other internal areas such as Program Management, IT, and other Contact Center teams to resolve issues.
• Provides input and feedback to Quality and Training as subject matter experts to improve processes, procedures, and training.
• Ensures team follows all pharmacovigilance processes, including timely submission of AE/PQC and completion of training.

Qualifications

• Associates' degree or equivalent experience (4 years) required in business, marketing, or related discipline.
• Minimum 2 years in a healthcare setting, including experience in a claims processing or high-volume call center.
• Minimum 1 year of relevant supervisory experience in a capacity of team lead, project lead, etc.
• Strong experience in a healthcare payor or patient experience setting. Healthcare or pharmaceutical experience is strongly preferred (such as insurance verifications, claims, etc.).
• Advanced skill level in MS Excel, Word, PowerPoint and Access.

Process Knowledge

• Identifies, documents, and monitors key processes needed to achieve successful business results.
• Maps and documents processes.
• Develops framework for process improvement.
• Identifies and documents processes within area of responsibility.
• Sets up process improvement recommendations within the context of overall business processes.

Decision Quality

• Able to make appropriate, informed and timely decisions while ensuring compliance with company policies, practices and core values.
• Uses a combination of analysis, knowledge, experience, and judgment to make decisions.
• Evaluates and prioritizes factors, weighs decisions in order to reach a sound and effective solution to a problem.

Service Orientation

• Anticipates, identifies, and addresses the needs of customers/clients, sometimes before those needs are voiced.
• Actively looks for ways to help people; ability to be thoughtful, empathetic to the needs of others.
• Focuses on improving the level of service provided to external and internal customers.

Consultation Communication

• The ability to provide guidance to organizational stakeholders.
• Offers solutions based upon best practices, generates specific organizational interventions (e.g., culture change, change management, restructuring, training, etc.) to support organizational objectives.

Pay, Benefits & Schedule

Compensation & Benefits: This position offers opportunities for a bonus (or commissions), with total compensation varying based on factors such as location, relevant skills, experience, and capabilities. Employees at ConnectiveRx can access comprehensive benefits, including medical, dental, vision, life, and disability insurance. The company regularly reviews and updates its health, welfare, and fringe benefit policies to ensure competitive offerings. Employees may also participate in the company’s 401(k) plan, with employer contributions where applicable.

Time-Off & Holidays: ConnectiveRx provides a flexible paid time off (PTO) policy for exempt employees, covering sick days, personal days, and vacations. PTO is determined based on an employee’s first year of service. Employees also receive eight standard company holidays and three floating holidays annually, with prorations applied in the first year.

Posted Salary Range: USD $54,700.00 - USD $80,100.00 /Yr.