Lead, Patient Access Programs

SmithRx • Plano, TX

3d • Onsite

About The Position

As a Lead (Supervisor) for our Patient Access Team, you will be responsible for the operational efficiency of our team responsible for procuring medications through drug manufacturers and for enrollment of patient members in drug savings programs. Your team serves as our patient members' advocate, guiding them through the complex world of prescriptions to help them obtain medications in a cost-effective and timely manner. In this role, you will provide leadership, coaching, and oversight to a high-performing team of Inbound Patient Access Specialists and Enterprise Patient Access Specialists delivering one-call resolution and high-touch concierge support across phone, email, and digital channels. You will manage real-time call center workflows, ensure efficient allocation of operational center resources, resolve critical case escalations, and drive team performance to help meet organizational KPIs and ensure member satisfaction. This role reports directly to the Manager of Patient Access Programs.

Requirements

• At least 2 years of management/supervisory experience in a healthcare, health insurance benefits, specialty pharmacy, or PBM call center environment.
• High school diploma, GED, or equivalent work experience required
• A strong passion for mentoring team members, supporting career pathing, developing skills, and conducting conflict resolution.
• Solutions-oriented mindset driven by creating operational efficiencies and navigating complex, ambiguous situations under high urgency.
• Excellent written and verbal communication skills with a track record of empathetic, professional member support and cross-departmental collaboration.
• Hands-on experience with Windows, G-Suite, MS Office, and call center telephony tools.
• Must be within a commutable distance to Plano, TX.

Nice To Haves

• Bachelor’s degree in Healthcare Administration, Business, or related field preferred.
• Previous experience helping patients/members navigate healthcare, pharmacy benefits, claims processing, medication reimbursement, or patient assistance programs (PAP) is highly preferred.
• Experience with CRM software (Salesforce highly preferred) is a plus.
• Experience working in a fast-growing startup environment is a plus.

Responsibilities

• Directly manage, coach, and mentor a team of Inbound and Enterprise Patient Access Specialists whose primary responsibility is to help members apply and enroll into patient assistance and drug savings programs.
• Recruit, hire, and onboard new team members, leading initial training and continuous professional development.
• Provide day-to-day supervision and support, managing phone queue availability, workforce schedule adherence, and real-time operational center resource allocation.
• Serve as an escalation path for complex, high-urgency, or critical calls—particularly those originating from dedicated Enterprise client groups—taking ownership of end-to-end resolutions.
• Manage team to target KPIs associated with our patient advocate teams, including First Call Resolution (FCR), queue SLAs, handle times, Quality Assurance (QA) scores, and member satisfaction metrics.
• Perform regular 1:1s, call monitoring, and quality audits to foster active listening, empathetic communication, PBM system proficiency, and strict compliance with PHI and HIPAA regulations.
• Identify and drive operational process improvements to eliminate bottlenecks, support scale, and elevate the member journey across all savings pathways.
• Collaborate cross-functionally with Account Management, Clinical Strategy, Customer Support, and Operations to stay aligned on Enterprise account nuances, policy updates, and plan design rollouts.

Benefits

• Highly competitive wellness benefits including Medical, Pharmacy, Dental, Vision, and Life Insurance and AD&D Insurance
• Flexible Spending Benefits
• 401(k) Retirement Savings Program
• Short-term and long-term disability
• Discretionary Paid Time Off
• Paid Company Holidays
• Wellness Benefits
• Commuter Benefits
• Paid Parental Leave benefits
• Employee Assistance Program (EAP)
• Well-stocked kitchen in office locations
• Professional development and training opportunities

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED