Patient Support Center Supervisor

Asembia•Trevose, PA

11d•Remote

About The Position

The incumbent is responsible for executing program requirements and managing daily workflow within the Patient Support Center/Call Center. The Pharmacies operate from 8:00 am to 11:00 pm EST Monday through Friday, and Saturday through Sunday from 8:00 am to 8:00 pm EST. This role requires a blend of soft skills, such as patience, empathy, active listening, and problem-solving, along with technical proficiency in call center tools, knowledge bases, and Standard Operating Procedures (SOPs). The supervisor must effectively manage a high-volume call center environment, ensuring quick resolutions, customer satisfaction, and adherence to quality standards. Compliance with HIPAA is mandatory.

Requirements

New Jersey Office ONLY: Must be registered with the State of New Jersey Board of Pharmacy as a Pharmacy Technician.
New Jersey Office ONLY: Must successfully complete the ASPN Pharmacies New Jersey Policies and Procedures: Assessment.
Nevada Office ONLY: Must have Nevada Pharmacy Technician License.
Nevada Office ONLY: Technician Trainee License, issued by the Nevada State Board of Pharmacy is permitted only for internal candidates striving to obtain their Nevada Pharmacy Technician license.
Arizona Office ONLY: Pharmacy Technician License (requires national certification by PTCB or ExCPT), or Technician Trainee License, issued by the Arizona State Board of Pharmacy.
Pennsylvania Office ONLY: Must have Pennsylvania Pharmacy Technician License.
Remote Workers: Must be registered as a Pharmacy Technician with both their home state Board of Pharmacy and the Board of Pharmacy in the state where their assigned office is located.
Bachelor's degree in a related field such as healthcare administration, business, life sciences, or nursing; OR an Associate's degree or a High School diploma/GED with significant amount of relevant experience (typically 5-12+ years in customer service or a patient support role).
3-5 years in a healthcare, patient services, or contact center environment.
2+ years of previous supervisory or team leadership experience.
Specific experience with patient access, case management, and insurance verification (including commercial pharmacy, major medical, and governmental programs) is crucial.
Exceptional leadership skills, including the ability to motivate, train, and develop a team, manage performance, and resolve conflicts.
Strong verbal and written communication skills.
Deep understanding of healthcare regulations, compliance (such as HIPAA), medical terminology, and adverse event reporting procedures is a must.
Ability to use a compassionate, patient-focused approach with high-level customer service skills, including empathy and active listening.
Proficiency with computer systems, including CRM (Customer Relationship Management) platforms, patient management software, and Microsoft Office Suite.
Strong analytical and problem-solving skills.
Ability to handle complex and potentially stressful situations while maintaining a high attention to detail.
Strong sense of personal initiative and accountability for team performance and results.
Must be able to travel when required.
Possess and maintain professional demeanor and courteous attitude at all levels.
Reliable and consistent attendance is required.

Nice To Haves

Experience with specialty drug products or patient assistance programs (PAPs) is often a plus.
Experience in a call center setting is desired.
Knowledge of ASPN network capabilities is also preferred.

Responsibilities

Managing the workflow of employees and delegating tasks.
Holding engaging team meetings and/or one-on-ones routinely with Team Leads.
Monitoring quality and performance of the team and providing effective feedback.
Coaching, counseling, and disciplining employees to achieve job results.
Conducting training and onboarding for new staff.
Collaborating with the Management Team and Quality Assurance Team to communicate productivity gaps and quality metrics.
Interfacing with programmers to address system enhancements or difficulties.
Creating team schedules and managing time and attendance.
Setting goals for workers and ensuring compliance with company policies and procedures.
Identifying potential training gaps and escalating them to site leadership.
Alerting site leadership to potential staff matters, including performance or behavioral issues.
Ensuring business goals, deadlines, and performance standards are met.
Maintaining tracking documents and cross-checking for accuracy.
Attending manufacturer meetings to support ongoing program development.
Establishing effective rapport with employees, clients, physicians, pharmacies, and clients.
Adhering to physical, administrative, and technical safeguards related to core business.
Performing effectively in a high-volume call center hub.
Ensuring quick resolutions while balancing speed with customer satisfaction.
Maintaining reliable and consistent attendance.
Adhering to company policies and procedures.
Possessing a professional demeanor, focused on respectful communication, a positive and reliable attitude, and responsible behavior.
Dressing appropriately, being punctual, maintaining composure, and demonstrating accountability.
Performing other duties as assigned.
Ensuring compliance with HIPAA provisions.