This job has closed.

ConnectiveRx · 3 hours ago

Supervisor, Patient Support - Afford Svcs

Whippany, NJ

Full-time

Onsite

Mid, Senior Level

3+ years exp

ConnectiveRx is dedicated to simplifying the prescription process for patients. The Supervisor, Patient Support will lead a team to ensure high-quality patient concierge healthcare services while managing interactions with staff, patients, and healthcare providers.

Health CareHospital

Responsibilities

Responsible for ensuring that their team (approximately 15 team members) provides extraordinary “white glove” patient concierge healthcare services by meeting all agreed-upon SLAs and KPIs

Identifies process improvements/enhancements utilizing customer and employee feedback and data (QA results, SLA performance, turnaround times, etc.)

Provides regular feedback and coaching, fostering a positive work environment to enable world-class customer service and outstanding patient/provider experience. Exemplifies strong leadership with a focus on employee engagement

Monitors workloads and rebalances as needed, manages attendance, and approves time

Respond to escalations as needed and engage other internal areas such as Program Management, IT, and other Contact Center teams to resolve issues

Provide input and feedback to Quality and Training as subject matter experts to improve processes, procedures, and training

Ensures team follows all pharmacovigilance processes, including timely submission of AE/PQC and completion of training

Qualification

Claims processingCustomer serviceLeadershipCall center experienceCoachingTrainingMicrosoft OfficeCritical thinkingOrganizational skills

Required

Bachelor's degree in business, marketing, or related discipline required. A minimum of 3-5 years of equivalent work experience may be substituted for a degree

Minimum three years leading a claim/customer service or related team in a production or similar environment, required OR a minimum of 3 years working in an inbound call center, handling medical benefits, claim adjudication, third-party billing, and/or provider issues

Working knowledge of good supervisory practices and skill in supervising others, including communication skills

Knowledge of all aspects of call center needs with expertise in insurance verification and claims

Ability to effectively evaluate performance, resolve complaints, ensure appropriate orientation, develop and mentor staff, provide career coaching, motivate staff individually and as a group, understand and support diversity, and establish and maintain an effective team

Ability to independently implement the benefit verification and/or case management process (assess, plan, implement, and evaluate) to meet patient needs as it relates to customer needs and to staff and delegate with guidance from policies, procedures, and protocols

Critical thinking skills

Highly proficient computer skills, including Microsoft Office

Outstanding customer service skills

Well-organized and able to effectively prioritize daily workload

Job required to be onsite daily

Operate standard office and computer equipment

Work schedule in support of an 8 AM – 8 PM contact center

Flexibility to support the needs of the business (evenings, weekends, etc.) as needed