Manager, Patient Support - Afford Svcs
ConnectiveRx
Summary
Under the direction of the department leader, the Manager, Patient Support is a senior leader responsible for managing approximately 45-60 staff members across one or more teams, delivering extraordinary patient concierge healthcare services, and enabling access to care for prescription medications. They will lead a high concierge 'white glove' service team managing the patient experience from start to finish by providing program information, eligibility, reimbursement support, and general assurances and ease of use in supporting our clients' copay assistance programs. Services managed include processing claims and answering inbound phone inquiries (and making outbound phone requests for information) across a suite of clients and products, focusing on customer experience, world-class service and executing against all company MBOs and client obligations.
Job description
Responsibilities
- Sets strategic direction for the team and is accountable for overall performance and attainment of company and/or client service levels, converting department MBOs into team and individual performance goals.
- Communicates results internally to senior and executive-level management; responds to service-level issues by determining root cause and developing action plans to remediate them.
- Ensures teams are compliant with all applicable compliance and regulatory requirements.
- Conducts performance reviews and one-on-one coaching sessions with Supervisors; creates individual development plans and maintains focus on succession planning and bench strength.
- Provides input into budget creation and is accountable for attaining budget goals throughout the year.
- Utilizes call performance data to identify opportunities to improve patient/HCP experience, partnering with Workforce Management and approving staffing models.
- Drives operational efficiencies, improves productivity, and reduces administrative costs.
- Works closely with Program Management partners to ensure flawless program execution.
- Participates in weekly or bi-weekly client meetings and Quarterly Business Review meetings, including developing meeting content and presenting materials.
- Partners with IT to escalate and correct system deficiencies, identify system enhancements, and test implementation of new products or system functionality.
- Prepares CAPA documentation for internal issues and provides SOC-2 auditing materials as required.
Qualifications
- College Degree or the equivalent amount of experience required.
- 7-10 years in a healthcare setting, including experience in claims processing and high-volume call centers.
- Experience in pharmacy benefits and healthcare insurance is strongly preferred.
- Strong experience in a healthcare payor or patient experience setting.
- Healthcare or pharmaceutical experience is required.
- Demonstrated leadership abilities.
- Excellent oral and written communication skills.
- Excellent organizational skills.
- Demonstrated ability to drive world-class customer service and patient outcomes.
- Extreme sense of patient/customer empathy.
- Strong creative problem-solving skills and ability to manage effectively through ambiguity and complex situations.
- Skilled at operational execution and driving results.
Requirements
- College Degree or equivalent experience required
- 7-10 years in a healthcare setting
- Experience in claims processing
- Experience in high-volume call centers
- Experience in pharmacy benefits and healthcare insurance strongly preferred
- Strong experience in a healthcare payor or patient experience setting
- Healthcare or pharmaceutical experience required
- Demonstrated leadership abilities
- Excellent oral and written communication skills
- Excellent organizational skills
- Demonstrated ability to drive world-class customer service and patient outcomes
- Extreme sense of patient/customer empathy
- Strong creative problem-solving skills
- Ability to manage effectively through ambiguity and complex situations
- Skilled at operational execution and driving results
Benefits
- Medical, Dental & Vision
- Life & Disability Insurance
- 401(k) Matching
- Flexible PTO
- 8 Company Holidays
- 3 Floating Holidays
- Bonus Opportunities
Company overview
ConnectiveRx is a leading technology-enabled patient support and access solutions provider specializing in specialty and branded medications. Founded in 2015 and headquartered in Whippany, New Jersey, the company serves as a critical commercialization partner for pharmaceutical manufacturers, offering comprehensive hub services that streamline the prescription journey. Their solutions encompass patient support, affordability programs, awareness campaigns, and adherence services designed to facilitate access to specialty medications. With proprietary technology platforms and a human-centered approach, ConnectiveRx manages complex processes including benefit verification, prior authorizations, copay assistance, and therapy fulfillment. The company supports over 90 million patients annually, processes $6.5 billion in patient benefits, and handles 2 billion prescription transactions each year. Their integrated approach combines automation with personalized patient support, helping pharmaceutical brands navigate regulatory complexities while ensuring patients receive timely access to life-changing therapies.