Supervisor, Patient Support 11:30-8 shift

　　200 Jefferson Park, Whippany, NJ 07981, USA

　　Req #4723

　　Thursday, January 18, 2024

　　Teammates must meet the following criteria to apply for a new internal position:

　　Must be a current full-time employee of ConnectiveRx

　　Must be in their current role for 12 months**

　　Must be in good standing with the Company

　　Must meet the minimum job requirements for the position

　　Please submit a resume with your application.

　　** Before applying, please read our Internal Job Posting and Application Policy by clicking: Internal Job Posting and Application Policy (https://pdrnetwork.sharepoint.com/:b:/r/sites/Careers/Shared%20Documents/Internal%20Job%20Posting%20and%20Application%20Policy%20-%20effective%206.5.23.pdf?csf=1&web=1&e=2qR6Gs)

　　​​​​​​​*Director-level and below roles will be posted to the internal careers site.

　　Job Description

　　The Supervisor, Customer Care Center, under the direction of the department leader, is responsible for ensuring that their team provides extraordinary patient concierge health care services enabling access to care for prescription medications. This individual will be interacting directly with 8-12 staff members and potentially our patients, physicians, and/or pharmacies related to providing access to care on behalf of our clients’ copay assistance programs. This people leader position is part of a highly concierge ‘white glove’ service team that will manage the patient experience from start to finish by providing program information, eligibility, reimbursement support, and general assurances and ease of use in supporting our client’s copay assistance programs. This position requires someone with strong leadership and employee engagement skills. In addition, this position will ensure a culture of empathy and customer service and possess strong empathy soft skills and experienced in patient care / health care case management engagement. This person will be working in a matrix environment and interfacing with multiple internal areas focused on training/quality and will often interact with our clients on how to improve the program offering.

　　What you will do:

　　Serve as the team supervisor / people leader responsible for ensuring that their team provides extraordinary patient concierge health care services enabling access to care for prescription medications.

　　Interact directly with 8-12 staff members and potentially our patients, physicians, and/or pharmacies related to providing access to care on behalf of our clients’ copay assistance programs.

　　This people leader position is part of a highly concierge ‘white glove’ service team that will manage the patient experience from start to finish by providing program information, eligibility, reimbursement support, and general assurances and ease of use in supporting our client’s copay assistance programs.

　　This position requires someone with strong leadership and employee engagement skills.

　　In addition, this position will ensure a culture of empathy and customer service and possess strong empathy soft skills and experienced in patient care / health care case management engagement.

　　This person will be working in a matrix environment and interfacing with multiple internal areas focused on training/quality and will often interact with our clients on how to improve the program offering.

　　Provides daily feedback and coaching fostering an environment of active employee engagement and world class customer service.

　　Monitorsworkloads and rebalances as needed and manages attendance and approves time.

　　Refers requests for escalation as needed and engages other internal areas such as Program Management, ITand other Contact Center teams to resolve issues.

　　Provides input and feedback to Quality Management and Training as subject matter experts to improve processes, procedures and training.

　　Performs other duties as required.

　　What we need for you:

　　7-10 years in a health care / case management setting with experience in high volume call centers.

　　High School or GED required. College Degree preferred.

　　Experience in pharmacy benefits and health care insurances a major plus.

　　Medical billing background a plus.

　　Strong experience in a health care case management or patient experience setting.

　　Health care or pharmaceutical experience is required.

　　Very strong oral and written communication skills. Fluent in English/Spanish (a plus).

　　Strong organizational skills.

　　Responsible and driven to drive world class customer service and patient outcomes.

　　Must have an extreme sense of patient/customer empathy.

　　Strong problem-solving skills and ability to manage effectively through ambiguity and complex situations and self-lead.

　　Equal Opportunity Employer: This employer (hereafter the Company) is an equal opportunity employer and does not discriminate in recruitment, hiring, training, promotion, or other employment policies on the basis of age, race, sex, color, religion, national origin, disability, veteran status, genetic information, or any other basis that is prohibited by federal, state, or local law. No question in this application is intended to secure information to be used for such discrimination. In addition, the Company makes reasonable accommodation to the needs of disabled applicants and employees, so long as this does not create an undue hardship on the Company or threaten the health or safety of others at work. This application will be given every consideration, but its receipt does not imply that the applicant will be employed.

　　Other details

　　Job Family Supervisor

　　Pay Type Salary

　　Employment Indicator Office

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　　200 Jefferson Park, Whippany, NJ 07981, USA