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ConnectiveRx · 19 hours ago

Manager, Patient Support

Pittsburgh, PA

Full-time

Onsite

Mid, Senior Level

$62K/yr - $90K/yr

3+ years exp

ConnectiveRx is dedicated to simplifying the prescription process for patients. The Manager of Patient Support oversees a team responsible for delivering healthcare services that facilitate access to prescription medications, ensuring effective operations and compliance with company objectives.

Health CareHospital

Responsibilities

Oversees medium-sized and small programs, ensures use of current documentation and training materials, partners with hub service delivery on necessary updates, identifies onboarding talent, and tracks credentialing. May plan and lead Faux Hub activities under Director oversight

Collaborates with Service Delivery and Training to provide feedback on program-specific training. Approves training decks at implementation and following quarterly reviews. Updates SOPs post-implementation based on changes from Service Delivery. Ensures supervisors track and report credentialing and retraining

Ensures accuracy of monthly client invoicing in partnership with program management. Escalates billing, reporting, or service concerns. Monitors overtime to ensure cost-effective utilization

Partners with program management to execute brand programs and works with technical teams for issue resolution and prioritization

Supports change initiatives at the team level, ensures effective implementation, and maintains a visible presence for staff. Communicates corporate and client messages, aligns with program managers, and disseminates strategy to teams with Director support

Supports program management with operational escalations from clients or field teams. Serves as an escalation point for supervisors, engaging the Director for complex issues

Engages with clients as required by program management. Manages internal relationships across Hub Operations and other departments, and may support Director with vendor relationships

Manages leaders of leaders and ensures communication and accountability within teams. Reviews scorecards and queue management, oversees performance improvement plans, and provides ongoing feedback through coaching and annual reviews

Qualification

Healthcare knowledgeLeadership experienceOperational executionCustomer serviceEmpathyCreative problem-solvingOrganizational skillsCommunication skills

Required

Bachelor's degree in business, marketing, communications, or related field, or equivalent of 7 years related experience

Minimum of 3 years operational experience, with at least 2–3 years of leadership experience

Familiarity with healthcare or pharmaceutical processes, terminology, and regulations

Strong leadership abilities with excellent oral and written communication

Exceptional organizational skills and ability to drive world-class customer service and patient outcomes

Demonstrated empathy toward patients and customers

Creative problem-solving skills and ability to manage ambiguity and complex situations

Skilled at operational execution and driving results

Identifies, documents, and monitors key processes to achieve business results

Makes informed and timely decisions, balancing analysis, judgment, and compliance

Anticipates and addresses customer needs with empathy, courtesy, and a focus on improving service delivery

Provides guidance to stakeholders, offers solutions based on best practices, and supports organizational initiatives such as change management and restructuring

Occasional travel between company offices or client locations (5% or less annually)

Work schedule supports an 8 AM – 8 PM contact center, with flexibility for evenings, weekends, and business needs

This is an in-office/on-site position

Adheres to all company policies and procedures, as well as information security and compliance programs including SOC1, SOC2, PCI, and HIPAA