Senior PAP Operations & Quality Lead (Onsite, Graveyard Shift)

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

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.