Supervisor, Patient Access

AbbVie•North Chicago, IL

1d•$65,500 - $125,500•Onsite

About The Position

The Supervisor of Patient Access Services provides leadership, support and supervision for the Patient Access Specialist team with the Patient Assistance Program (PAP) within Pharmacy Solutions. The individual is a subject matter expert in all aspects of the Patient Access Specialist role including patient and HCP communication, insurance investigation, payer calls, and conduct financial assessments to render the appropriate decision of approval or denial into the program. The supervisor ensures that all day to day activities of the team operate smoothly and seamlessly to provide the best customer experience for both HCP’s and Patients. This position is responsible for ensuring all performance metrics, workload deliverables and customer service activities are completed in alignment with business model.

Requirements

High school diploma or equivalent required. Bachelor’s Degree or Associate Degree in health sciences or business preferred. Comparable or relevant experience will be considered
A minimum of 3-5 years’ experience within a healthcare provider, PBM, Specialty Pharmacy or Retail/Mail Order Pharmacy setting, strong core insurance (Medical and Pharmacy Benefit) knowledge
Previous leadership in a call center, integrated health care provider, managed care, or healthcare insurance setting desired
Strong understanding of health care reimbursement channels including; commercial pharmacy, major medical and governmental programs
Knowledge of online verification systems or similar experience required
High quality customer service skills. Maintains a positive service image at all times even when dealing with challenging issues and unsatisfied customers
Proven organizational, time management, and problem solving skills, elevating to management when appropriate
Strong analytical skills preferred
Ability to express ideas clearly in both written and oral communications
Strong attention to detail and with the ability to multi-task required

Responsibilities

Supervise and oversee patient access specialists responsible for coordinating review of all application documents, conducts insurance investigations when applicable assess patient’s financial information and provide an outcome status to patients and HCPs
Monitors and assigns work, adjusting workload and staffing requirements to ensure that all cases are addressed in a timely and efficient manner while achieving established KPIs and quality goals
Perform administrative tasks such as work hour scheduling, attendance monitoring and counseling, vacation request scheduling and overtime allocations. Participate in the hiring process and handle all employee issues for their direct reports
Use effective coaching and management techniques to maintain a highly motivated and interactive work staff
Meet or exceed department standards relative to performance metrics. Take responsibility and accountability for the day to day execution of tasks and is responsible for providing periodic progress reports on goals and metrics
Provide activity metrics, status updates and program intelligence to management on an as needed basis to ensure program success and compliance
Responds, investigates and resolves escalated patient cases and communicates to management as deemed appropriate
Consistently build and maintain collaborative relationships cross functionally to ensure processes are followed according to business rules and policies
Ensure all patient cases are documented in the CRM in accordance with all business rules and policies
Readily assists on special project within job scope to provide process optimization when requested by management