ConnectiveRx

Manager

• Assist with program launch design sessions and lead the creation of key deliverables
• Partner with external and internal stakeholders to define business objectives
• Facilitate development and review of operational assets for comprehensiveness and alignment
• Collaborate with Product Management for effective program solutions implementation
• Support Project Management by tracking requirements and navigating scope changes

Manager, Launch Excellence

Customer Support

• Responds to inbound phone calls and claims (as well as outbound calls) to/from patients, physicians, and pharmacies
• Focus on patient empathy and the consumer experience with the goal to assure our patients on ease of use of program goals
• Perform other assignments as needed

Patient Support Specialist

• Responds to inbound phone calls and claims (as well as outbound calls) to/from patients, physicians, and pharmacies
• Services their access to care and reimbursement needs and responds
• Focus on patient empathy and the consumer experience with the goal to assure patients on ease of use of program goals
• Driving access to care and medication adherence
• Based on volume, may also process claims and/or may answer phones
• Refers requests for escalation as needed
• Engages other internal areas such as Program Management, IT and other Contact Center teams to resolve issues
• Performs other assignments as needed.

Learning and Development

• Develop, deliver, and coordinate training programs for all Operations employees
• Educate new and existing employees on how to effectively perform their jobs
• Conducts training evaluations and needs assessments to ensure that learners and the business needs are being met
• Delivers soft skills training such as grammar and business writing, interpersonal communication, etc., for employees
• Collaborates with teammates to champion and implement professional development and leadership training programs

Training Specialist

AI Engineer

• Design and implement AI solutions within ConnectiveRx’s technology group
• Work closely with senior engineers to understand and work on assigned projects
• Participate in the full SDLC, including design sessions, project estimation, iterative development, and unit testing
• Contribute to patterns and system designs, write code, and participate in code reviews
• Develop new AI modules for both internal systems and market-facing software products
• Contribute to the CRx platform by suggesting and implementing AI-based enhancements to existing frameworks, tools, and processes

AI Engineer, Intern

• Sets strategic direction for the team and is therefore accountable for overall performance and attainment of company and/or client service levels.
• Includes converting department MBOs into team and individual performance goals.
• Communicates results internally to senior and executive-level management.
• Respond to service-level issues by determining the root cause of issues and developing action plans to remediate them.
• Escalates internally and with clients as appropriate.
• Ensures teams are compliant with all applicable compliance and regulatory requirements.
• Serves as a cultivator of talent who conducts performance reviews and one-on-one coaching sessions with Supervisors.
• Creates individual development plans for supervisors and oversees and aligns associate development plans.
• Maintains focus on succession planning and bench strength for all levels within the team.
• Provides input into budget creation and is accountable for attaining budget goals throughout the year.
• Utilizes various call performance data to identify opportunities to improve patient/HCP experience. This includes partnering with Workforce Management and approving staffing models, driving operational efficiencies, improving productivity, and reducing administrative costs.
• Works closely with Program Management partners to ensure flawless program execution.
• Participates in weekly or bi-weekly client meetings (recurring or ad hoc) to review team performance, discuss program updates, and/or collaborate on improving the program offering.
• Participates in Quarterly Business Review meetings with clients, including developing meeting content and presenting materials.
• Partners with IT to escalate and correct system deficiencies, identify and make recommendations for system enhancements, and contribute to and test the implementation of new products or system functionality.
• Accountable to ensure team members follow company and/or client policies and procedures.
• Prepares CAPA documentation for internal issues and provides SOC-2 auditing materials as required.

Manager, Patient Support – Afford Svcs

QA Engineer

• Perform data analysis on data collected by Quality Associates to identify trends, insights, and areas of opportunity within programs and agent performance
• Create slide decks and present these documents to internal and external stakeholders alongside Operations Quality Assurance leadership
• Use the data to recommend process improvement opportunities and lead teams toward action-oriented results
• Lead meetings with Operations leadership and clients to discuss program quality scores and areas of opportunity
• Communicate identified trends and quality risks, serve as a resource regarding quality concerns, and continue monitoring for improvement opportunities
• Provide feedback to Operations Leadership and Operations Agents during coaching sessions, utilizing structured coaching methods

Operations QA Analyst

• Takes the lead to manage the Care Coordination process within an assigned territory.
• Uses tact and independent judgment to balance patient and physician needs with the business realities and necessities of the program.
• Establishes and maintains professional and effective relationships with all internal and external customers (i.e., care coordination colleagues, care field team, patient advocacy groups, insurance company case managers, specialty pharmacies, physician office staff and office coordinators) while multitasking to coordinate, evaluate and advocate for options and services to meet the client’s needs.
• Assesses physicians’ needs and develops action plans that proactively mitigate delays in therapy.
• Coordinates the exchange of all patient-related information with internal and external customers (i.e., patients, families, healthcare providers, insurance companies, and specialty pharmacies).
• Effectively manages database including data on each individual, their insurance, coverage approvals, on-going coverage requirements and all patient and provider interactions.
• Keeps up to date with reimbursement process, billing/coding nuances, insurance plans, payer trends, financial assistance programs, charitable access, related resources, regional level and alternative resources.
• Assists in obtaining insurance approvals/denials and/or appeals for therapy.
• Assists patients and HCP with processing applications for Copay Assistance/Reimbursement and Patient Assistance Programs.
• Assists with ordering/triaging prescriptions for patient or HCP.
• Provides education to patients and health care providers, regarding insurance requirements, options and limitations necessary to initiate therapy.
• Provides education on relevant disease/product information.
• Exhibits a leadership role by demonstrating accountability for action plan execution, and energetically drives for success and results.
• Supports special projects as requested. (i.e., patients, families, healthcare providers, insurance companies, and specialty pharmacies).
• Identifies and recommends process improvements to support operational efficiencies.
• Effectively shares knowledge with other team members through orientation training, case studies, consultation for complex cases.

Case Manager

Director

• Leads a group of Managers and Supervisors, who lead a team of Benefit Investigations Specialists or Case Managers
• Responsible for planning and executing client programs and managing client deliverables
• Oversees and develops Managers, Patient Access - HUB who have various levels of experience in program/project management in the healthcare industry
• Mentors Patient Support Managers and provides strategic input to management issues
• Ensures SOP’s and KPI’s are followed and measured through Client and Benefit Investigation Specialist Scorecards

Director, Patient Support – Hub Services

Business Development Rep

• Identify, build, and maintain strong relationships with customers and prospects to drive revenue and meet monthly, quarterly, and annual targets
• Lead prospecting, upselling, and follow-up activities for targeted leads
• Lead selling efforts on both an operational and strategic basis
• Manage expenses to remain at or below budget and optimize travel by maximizing the number of accounts and prospects visited per trip
• Develop formal business plans for ConnectiveRx Business Programs with a focus on targeted sales activities by market segment, customer, and partner
• Ensure strong, ongoing integrated promotion of selected products and services
• Meet or exceed qualitative and quantitative sales and revenue goals through new prospect development, lead qualification, and closing sales
• Develop key metrics and analytics related to the sales pipeline and evaluate the effectiveness of sales strategies and activities
• Oversee CRM data collection and ensure systems are accurate and up to date
• Perform other duties as assigned

Manager, Launch Excellence

Patient Support Specialist

Patient Support Specialist

Training Specialist

AI Engineer, Intern

Manager, Patient Support – Afford Svcs

Operations QA Analyst

Case Manager

Director, Patient Support – Hub Services

Director, Business Development