Supervisor, Patient Support

Responsibilities

• Ensures that their team of approximately 15 members provides extraordinary “white glove” patient concierge health care services by meeting all agreed-upon SLAs and KPIs.
• Identifies process improvements and enhancements utilizing customer and employee feedback, as well as data such as QA results, SLA performance, and turnaround times.
• Provides regular feedback and coaching, fostering a positive work environment to enable world-class customer service and an outstanding patient/provider experience; exemplifies strong leadership with a focus on employee engagement.
• Maintains workloads, 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 the subject matter expert to improve processes, procedures, and training.
• Ensures the team follows all pharmacovigilance processes, including timely submission of AE/PQC and completion of training.
• Participates in special projects and performs other duties as assigned, including performing other duties as needed.

Qualifications

• Associate’s degree or equivalent experience (4 years) required in business, marketing, or related discipline.
• Two years in a healthcare setting, including experience in a claims processing or high-volume call center.
• Minimum one year of relevant supervisory experience in a capacity such as team lead or project lead.
• 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 Microsoft Excel, Word, PowerPoint, and Access.