Lead Patient Success Specialist

MEDVANTX • Manalapan, NJ

64d

About The Position

The Lead Patient Success Specialist serves as a senior member of the Patient Success team, responsible for guiding patients through the prescription fulfillment process while mentoring and supporting team members. This role ensures timely therapy initiation, drives process improvements, and acts as an escalation point for complex patient cases. The ideal candidate demonstrates leadership, empathy, and a strong commitment to improving patient outcomes.

Requirements

• 5+ years of experience in patient support, healthcare, pharmacy, or case management, with at least 1–2 years in a lead or senior role.
• Proven ability to mentor and support team members.
• Proficiency in CRM platforms and Microsoft Office Suite (Word, Excel, Outlook).
• Strong verbal and written communication skills.
• Exceptional organizational and prioritization skills with attention to detail.
• Ability to adapt to changing situations and manage competing demands.
• Demonstrated problem-solving skills and ability to drive process efficiency.

Responsibilities

• Serve as the primary point of contact for patients with complex inquiries or escalations.
• Provide outbound call outreach and proactive follow-up to ensure prescriptions are filled, and therapy is initiated.
• Deliver patient education and support to improve adherence and reduce abandonment.
• Collaborate with prescribers, pharmacies, and internal teams to resolve barriers to medication access.
• Track and analyze patient fulfillment progress, documenting interactions, and escalating issues as needed.
• Identify trends in prescription delays or abandonment and recommend process improvements.
• Ensure compliance with SOPs, HIPAA, PDMA, and client business rules.
• Utilize CRM and internal systems to manage workflows and maintain accurate records.
• Monitor and report on conversion metrics, patient engagement trends, and team performance.
• Share insights with leadership to inform strategy and enhance patient experience.
• Act as a mentor and resource for Patient Success Specialists, providing guidance on best practices and troubleshooting.
• Assist in onboarding and training new team members.
• Monitor team performance metrics and provide feedback to drive continuous improvement.
• Crosstrain client programs and provide backup support as needed.
• Participate in special projects and process improvement initiatives.
• Perform other duties as assigned.

Benefits

• Medical, dental, and vision insurance
• 401(k) retirement plan with employer match
• Paid time off (vacation, sick leave, holidays)
• Parental leave

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 251-500 employees