Sr. Coordinator, Patient Services

Genmab•Berkeley Heights, NJ

2d•$76,000 - $114,000

About The Position

At Genmab, we are dedicated to building extra[not]ordinary® futures, together, by developing antibody products and groundbreaking, knock-your-socks-off KYSO antibody medicines® that change lives and the future of cancer treatment and serious diseases. We strive to create, champion and maintain a global workplace where individuals’ unique contributions are valued and drive innovative solutions to meet the needs of our patients, care partners, families and employees. Our people are compassionate, candid, and purposeful, and our business is innovative and rooted in science. We believe that being proudly authentic and determined to be our best is essential to fulfilling our purpose. Yes, our work is incredibly serious and impactful, but we have big ambitions, bring a ton of care to pursuing them, and have a lot of fun while doing so. Does this inspire you and feel like a fit? Then we would love to have you join us! Patient Access Coordinator Job Overview: The Patient Support Services Patient Access Coordinator (PAC) will be a support role within the PSS Call Center. This role will focus on key areas of Patient Services operations and workforce management including, but not limited to: Call Quality Monitoring & Calibration: listening to and verifying Patient Access Specialist (PAS) and Patient Engagement Liaison (PEL) calls on a regularly, cadenced basis. During these calls, the PAC will be responsible for completing a pre-approved scorecard and reporting back to leadership on the outcomes. Data Entry & Insights: completing data entry of key information within the PSS Customer Relationship Management (CRM) system as well as gleaning insights based on the data being gathered Workforce Management: ensuring coverage is up to date within the system and that the team is operating within their assigned capacity To be successful in this role, the PAC is required to have call center knowledge, basic computer skills, a positive outlook and multitasking capabilities. Patient Support Services experience is highly preferred.

Requirements

High School Diploma or equivalent, Bachelor’s degree preferred.
Patient Services experience highly preferred.
2-3 years customer service call center environment
2-3 years’ experience in call quality monitoring
Excellent listening and interpersonal skills
Confident, approachable, and positive attitude
Excellent oral and written communication skills
Analytical thinker and problem solver
Highly PC proficient (Salesforce experience preferred)
Attention to detail and quality-oriented
Multi-task oriented
Exposure and/or interest in healthcare products and outcomes
Ability to remain highly motivated in a fast-pace, multi-faceted environment

Responsibilities

Monitoring and scoring PAS and PEL team members on their call handling performance to ensure the highest level of quality and excellence are achieved.
Reporting daily, weekly, and monthly quality score results to compliance and PSS Leadership.
Providing detailed feedback and performance related recommendations (as necessary) to ensure quality performance.
Scheduling and leading weekly call calibration sessions with PSS Call Center Leadership Team (Supervisors and Call Center Head) and PEL Leadership (National Director). This includes contributing call feedback, scorecards, and recorded calls for calibration sessions to ensure program compliance and balance on the program
Leading and scheduling internal call calibration sessions with cross-functional leadership and/or operational stakeholders to ensure the feedback and continued skill development goals are achieved.
Working in conjunction with training and onboarding leadership to ensure QA requirements with new hires, and call handling processes for new programs and/or changes to existing programs meet performance expectations.
Seek knowledge to improve individual skills in delivering positive and constructive feedback.
Complete data entry on inbound information received from patients, care partners and prescriber offices
Identify data in the system that is entered incorrectly or needs to be updated
Monitor the system for any quality or compliance concerns, such as missing information and other items
Monitor and track PAS schedules to determine if coverage is needed and ensure that individuals are operating within capacity
Collaborate with Senior Managers, PSS Call Center to identify gaps in schedule and monitoring of the fax, email and phone queues to ensure optimal customer experience
Maintain positive, consistent, and effective communication with agents, peers, and all levels of leadership throughout the Organization.
Maintain positive, timely, and professional communication with management to ensure goals and objectives are achieved.
Perform other duties based upon business demands as assigned.

Benefits

401(k) Plan: 100% match on the first 6% of contributions
Health Benefits: Two medical plan options (including HDHP with HSA), dental, and vision insurance
Voluntary Plans: Critical illness, accident, and hospital indemnity insurance
Time Off: Paid vacation, sick leave, holidays, and 12 weeks of discretionary paid parental leave
Support Resources: Access to child and adult backup care, family support programs, financial wellness tools, and emotional well-being support
Additional Perks: Commuter benefits, tuition reimbursement, and a Lifestyle Spending Account for wellness and personal expenses

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