Manager, Patient Support

Overview

The Manager, Patient Support-Hub, under the direction of the Director, Patient Support - HUB, is a senior leader responsible for managing approximately 45-60 staff members across one or more teams delivering patient concierge health care services enabling access to care for prescription medications. Will lead a team of Benefit Investigations Specialists or Case Managers tasked with supporting access to specialty therapies. The incumbent ensures services managed include benefit verifications, non-clinical case management, Prior Authorization and appeal support, and specialty pharmacy triage across a suite of clients and products, focusing on achieving all company MBOs and client obligations.

Responsibilities

What you will do:

• Be accountable for overall performance and attainment of company and/or client service levels.
• Be a Cultivator of talent who conducts performance reviews and one-on-one coaching sessions with Supervisors. Creates individual development plans and team/ individual performance goals based on department MBOs. 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 year. This includes partnering with Workforce Management and approving staffing models, driving operational efficiencies, improving productivity and reducing administrative costs.
• Works closely with Program Management and IT partners to ensure flawless program execution. Participates in 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 development of meeting content and presenting materials.
• Ensures teams are compliant with all applicable compliance and regulatory requirements as well as following company and/or client policies and procedures. Prepares CAPA documentation for internal issues and provides SOC-2 auditing materials as required.
• Provides input and feedback to Quality Management and Training (among other partners) that will improve processes, procedures and training. Participates in QC and Training content refreshers.
• Manage external vendor(s), which includes recurring weekly meetings, performance updates/reviews, and remediation for errors or missed KPIs (i.e., requesting CAPAs for errors, root cause analyses, etc.), if needed

Qualifications

What we need from you:

• College Degree or the equivalent amount of experience required.
• 5-7 years in a healthcare setting, including experience with payers and/or payer landscape and high-volume call centers.
• 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. Strong creative problem-solving skills and ability to manage effectively through ambiguity and complex situations.
• Critical thinking skills Highly proficient computer skills including Microsoft Office Outstanding customer service skills. Well-organized and able to effectively prioritize daily workload

Travel requirements and schedule:

• 5% travel. based out of Pittsburgh operations center. Job requires the candidate to be onsite daily. Work schedule in support of an 8 AM – 8 PM contact center. Flexibility to support the needs of the business (evenings, weekends, etc.) as needed.