Supervisor, Patient Support – Afford Svcs

ConnectiveRx

Patient support supervisor leading a 15-person team delivering white-glove access and copay assistance services for pharmaceutical manufacturers. Managing claims, call center operations, coaching, escalations, and pharmacovigilance compliance.

Posted 8/14/2026full-timeWhippany • New Jersey • 🇺🇸 United StatesMid-LevelSenior💰 $54,700 - $77,800 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in leading teams within call center operations, focusing on customer service excellence, process improvement, and employee engagement. Proficient in managing claims processing, benefit verification, and providing training and coaching to enhance team performance.

Highest-signal resume keywords

Team LeadershipClaims ProcessingCustomer Service ExcellenceProcess ImprovementCall Center Operations

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Claims AdjudicationBenefit VerificationPharmacovigilance ProcessesKPI ManagementSLA ComplianceMicrosoft Office ProficiencyTraining and DevelopmentPerformance EvaluationCustomer Feedback AnalysisThird-Party Billing

Soft Skills

Communication SkillsCoaching and MentoringCritical ThinkingOrganizational SkillsEmployee Engagement

Industry Keywords

Patient Concierge ServicesInbound Call CenterMedical BenefitsClaims Processing OperationsCustomer Service

About the role

Key responsibilities & impact

Supervise approximately 15 team members providing white-glove patient concierge healthcare services
Ensure agreed-upon SLAs and KPIs are met
Identify process improvements using customer and employee feedback and operational data
Provide regular feedback, coaching, and leadership to foster employee engagement and excellent customer service
Monitor workloads, rebalance assignments, manage attendance, and approve time
Respond to escalations and engage Program Management, IT, and Contact Center teams to resolve issues
Provide subject matter expert input to Quality and Training to improve processes, procedures, and training
Ensure the team follows pharmacovigilance processes, including timely AE/PQC submission and training completion
Support patients, physicians, and pharmacies with program information, eligibility, reimbursement, and copay assistance
Interface with internal departments and clients to improve program offerings
Operate within inbound and outbound call center services and claims processing operations

Requirements

What you’ll need

Bachelor’s degree in business, marketing, or related discipline required, or 3–5 years of equivalent work experience may substitute
Minimum three years leading a claims/customer service or related team in a production or similar environment, or three years working in an inbound call center handling medical benefits, claim adjudication, third-party billing, and/or provider issues
Experience coaching, motivating, and training others through constructive feedback preferred
Previous call center experience highly desired
Working knowledge of good supervisory practices and skill in supervising others
Communication skills
Knowledge of call center operations, including insurance verification and claims
Ability to evaluate performance, resolve complaints, provide orientation, develop and mentor staff, provide career coaching, motivate staff, support diversity, and maintain an effective team
Ability to independently implement benefit verification and/or case management processes
Critical thinking skills
Highly proficient computer skills, including Microsoft Office
Outstanding customer service skills
Well-organized and able to prioritize daily workload
Must work onsite daily
Ability to operate standard office and computer equipment
Availability to support an 8 AM–8 PM contact center schedule, including evenings and weekends as needed

Benefits

Comp & perks

Bonus or commissions opportunity
Medical insurance
Dental insurance
Vision insurance
Life insurance
Disability insurance
401(k) plan with employer contributions where applicable
Flexible paid time off (PTO) policy for exempt employees, covering sick days, personal days, and vacations
Eight standard company holidays annually
Three floating holidays annually