Manager, Patient Support – Afford Svcs
ConnectiveRx
full-time
Posted on:
Location Type: Office
Location: Whippany • New Jersey • United States
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Salary
💰 $83,600 - $102,800 per year
About the role
- 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.
Requirements
- College Degree or the equivalent amount of experience required.
- 7-10 years in a healthcare setting, including experience in claims processing and high-volume call centers.
- Experience in pharmacy benefits and healthcare insurance is strongly preferred.
- Strong experience in a healthcare payor or patient experience setting.
- Healthcare or pharmaceutical experience is required.
- Demonstrated leadership abilities.
- Excellent oral and written communication skills.
- Excellent organizational skills.
- Demonstrated ability to drive world-class customer service and patient outcomes.
- Must have an extreme sense of patient/customer empathy.
- Strong creative problem-solving skills and ability to manage effectively through ambiguity and complex situations – Self Lead.
- Skilled at operational execution and driving results.
Benefits
- Employees can access comprehensive benefits, including medical, dental, vision, life, and disability insurance.
- Employees may also participate in the company’s 401(k) plan, with employer contributions where applicable.
- ConnectiveRx provides a flexible paid time off (PTO) policy for exempt employees, covering sick days, personal days, and vacations.
- Employees also receive eight standard company holidays and three floating holidays annually, with prorations applied in the first year.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
claims processingpharmacy benefitshealthcare insurancepatient experienceoperational executionbudget creationCAPA documentationSOC-2 auditing
Soft Skills
leadershiporal communicationwritten communicationorganizational skillscustomer serviceempathycreative problem-solvingself-leadership