Supervisor, Patient Support
About The Position
The Supervisor, Patient Support is responsible, under the direction of the department leader, for ensuring the team provides concierge healthcare services that help patients access prescription medications. The role directly supports approximately 15 staff members and serves patients, physicians, and pharmacies through clients’ copay assistance programs. Services include inbound and outbound call center support and claims processing, along with program information, eligibility assistance, reimbursement support, and guidance throughout the patient experience. The Supervisor works in a matrix environment with Training, Quality, Program Management, Human Resources, and Technology, and may work with clients to improve program offerings. The position is an on-site, in-office role, and travel is not required. The incumbent must follow company policies and procedures, including information security and compliance requirements such as SOC1, SOC2, PCI, and HIPAA, as well as applicable company, client, and legal requirements.
Requirements
- Associate’s degree or equivalent experience (4 years) in business, marketing, or a related discipline.
- Two years of experience in a healthcare setting, including claims processing or a high-volume call center.
- At least one year of relevant supervisory experience, such as team lead or project lead experience.
- Strong experience in a healthcare payor or patient experience setting.
- Advanced skill level in Microsoft Excel, Word, PowerPoint, and Access.
Nice To Haves
- Healthcare or pharmaceutical experience, such as insurance verifications or claims.
Responsibilities
- Ensure a team of approximately 15 members delivers concierge patient healthcare services and meets agreed-upon SLAs and KPIs.
- Identify process improvements using customer and employee feedback, quality assurance results, SLA performance, and turnaround-time data.
- Provide regular feedback and coaching, foster a positive work environment, and support employee engagement and a strong patient and provider experience.
- Monitor workloads, rebalance work as needed, manage attendance, and approve time.
- Respond to escalations and coordinate with Program Management, IT, and other Contact Center teams to resolve issues.
- Provide subject-matter-expert input to Quality and Training to improve processes, procedures, and training.
- Ensure the team follows pharmacovigilance processes, including timely submission of AE/PQC and completion of training.
- Participate in special projects and perform other duties as assigned.
Benefits
- Opportunity for a bonus or commissions.
- Medical, dental, vision, life, and disability insurance.
- 401(k) plan, with employer contributions where applicable.
- Flexible paid time off for exempt employees, covering sick days, personal days, and vacations.
- Eight standard company holidays and three floating holidays annually.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
Associate degree
