Lead | Patient Services - US Healthcare

Cognizant Technology Solutions Philippines Inc.; Taguig; On-site; PHP 700,000 - 1,100,000; Full time

Benefits offered by this job

iPhone 18 Pro Max (FIRST WIN Promo)

Job summary

Cognizant Technology Solutions Philippines Inc. in Taguig is seeking a subject matter expert for Patient Assistance Program (PAP) operations. You will provide real-time guidance, ensure quality and compliance, and drive knowledge excellence across the team.

The role requires 4–5 years in US healthcare/PAP, on-site work in Taguig, and experience in coaching, analytics, and complex case resolution. You’ll manage escalations, conduct audits, and report KPIs to leadership.

Qualifications

• Bachelor's degree in a related field is required.
• Experience in US Healthcare, PAP, Patient Access, Specialty Pharmacy, or reimbursement support.
• Experience as Senior Specialist, SME, or Team Lead is preferred.
• Strong knowledge of PAP, eligibility, coverage, and patient support operations.
• Excellent communication and problem-solving skills.
• Experience managing escalations and compliance requirements.
• Willing to work onsite in Taguig City and in graveyard shifts with fixed weekends off.

Responsibilities

• Provide real-time guidance to PAP Specialists on complex cases.
• Escalate guidelines, eligibility decisions, and renewal scenarios.
• Review cases outside SOPs and conduct quality audits and call monitoring.
• Identify trends and recommend process improvements.
• Support onboarding, training, and coaching sessions.
• Prepare KPI reports and status updates for leadership and clients.
• Ensure HIPAA compliance and audit readiness.

Skills

Communication

Coaching

Stakeholder management

Problem solving

Education

Bachelor's degree

Tools

Salesforce Health Cloud

Five9

CRM platforms

Job description

Job Summary

Serve as the primary subject matter expert for Patient Assistance Program (PAP) operations by providing real-time support, ensuring quality and compliance, resolving complex cases, and driving knowledge excellence across the team.

Key Responsibilities

• Provide real-time guidance and support to Patient Assistance Program Specialists on complex cases and exceptions.

• Act as the escalation point for application guidelines, eligibility decisions, approval and denial scenarios, renewals, prescription status, and patient support processes.

• Review and resolve cases that fall outside standard operating procedures.

• Conduct quality audits and call monitoring activities to ensure compliance and service excellence.

• Identify trends, process gaps, and recurring errors, and recommend corrective actions and process improvements.

• Support onboarding, refresher training, knowledge calibration sessions, and coaching initiatives.

• Prepare operational reports, KPI summaries, and status updates for leadership and client stakeholders.

• Ensure adherence to HIPAA, quality standards, compliance requirements, and audit expectations.

Qualifications

• Bachelor's degree required; Healthcare, Pharmacy, Allied Health, Life Sciences, Business, or related fields preferred.

• At least 4-5 years of experience in US Healthcare, Patient Assistance Programs (PAP), Patient Access, Specialty Pharmacy, Reimbursement Support, or Healthcare Operations.

• Minimum of 1-2 years experience as a Senior Specialist, SME, Quality Analyst, Team Lead, or Subject Matter Expert.

• Strong knowledge of patient assistance programs, healthcare eligibility, coverage processes, and patient support operations.

• Excellent communication, coaching, stakeholder management, and problem-solving skills.

• Experience managing escalations, compliance requirements, and complex case resolutions.

• Willing to work onsite in Taguig City.

• Willing to work on a Graveyard Shift schedule with fixed weekends off.

Preferred Skills

• Expertise in Patient Assistance Programs (PAP), Patient Access, Benefits Verification, Reimbursement Support, Specialty Pharmacy, or Healthcare Provider Services.

• Experience performing Quality Assurance, Call Monitoring, Root Cause Analysis, Process Improvement, and Training Delivery.

• Advanced reporting and analytics skills using Excel, Power BI, or similar tools.

• Experience with Salesforce Health Cloud, CRM platforms, Five9, or healthcare support systems.

• Strong understanding of HIPAA, healthcare compliance, quality management, and audit readiness.

Why Join Us:

At Cognizant, we don’t just offer jobs—we build careers that thrive in the digital era.

• Growth That Matters – Clear career paths, continuous learning, and opportunities to move into leadership or specialized roles. You’re not just filling a seat—you’re building a future.

• Support That Empowers – A collaborative culture where your voice is heard, your ideas matter, and your well‑being is prioritized through strong benefits and work‑life balance.

• Impact That Inspires – Work on global accounts that shape industries, influence millions of users, and give you a sense of purpose beyond the paycheck.

Qualified hires may get a chance to win an iPhone 18 Pro Max through our FIRST WIN Promo.

Terms and conditions apply.*

Your future starts here—grow, thrive, and make an impact with Cognizant.