Senior PAP Operations Lead & SME (Onsite)

Cognizant Technology Solutions Corporation; Taguig; On-site; PHP 700,000 - 1,000,000; Full time

Job summary

Cognizant in Taguig is seeking a Senior Specialist for Patient Assistance Program operations to serve as SME, provide real-time guidance, ensure quality and compliance, and resolve complex cases.

You will lead coaching, audits, and reporting, handle escalations, and collaborate with stakeholders while adhering to HIPAA and client expectations.

This role requires 4-5 years US Healthcare PAP experience, 1-2 years as SME/lead, and onsite graveyard shift with fixed weekends off.

Qualifications

• Bachelor's degree in a healthcare or related field.
• 4–5 years of US Healthcare PAP/Healthcare Operations experience.
• 1–2 years experience as Senior Specialist/SME/Team Lead.
• Willing to work onsite in Taguig City.
• Willing to work graveyard shift with fixed weekends off.

Responsibilities

• Provide real-time guidance to PAP Specialists on complex cases and exceptions.
• Escalation point for guidelines, eligibility decisions, approvals/denials, renewals, and patient support processes.
• Review and resolve cases outside standard SOPs.
• Conduct quality audits and call monitoring for compliance and service excellence.
• Identify trends, gaps, and errors; recommend corrective actions and improvements.
• Support onboarding, refresher training, calibration sessions, and coaching.
• Prepare operational reports, KPI summaries, and status updates for leadership and clients.
• Ensure adherence to HIPAA, quality standards, compliance, and audit readiness.

Skills

PAP operations

Escalation management

Quality audits

Training delivery

Stakeholder management

Coaching

Education

Bachelor's degree in Healthcare, Pharmacy, Life Sciences, or related fields

Tools

Excel

Power BI

Salesforce Health Cloud

Job description

Cognizant in Taguig is seeking a Senior Specialist for Patient Assistance Program operations to serve as SME, provide real-time guidance, ensure quality and compliance, and resolve complex cases.

You will lead coaching, audits, and reporting, handle escalations, and collaborate with stakeholders while adhering to HIPAA and client expectations.

This role requires 4-5 years US Healthcare PAP experience, 1-2 years as SME/lead, and onsite graveyard shift with fixed weekends off.