Lead Patient Support-Afford

ConnectiveRx; Whippany (NJ); On-site; USD 29,976 - 40,914; Full time

Benefits offered by this job

Health insurance

401(k) plan

Paid time off

Job summary

ConnectiveRx in Whippany, NJ is seeking a Lead, Patient Support for an 11:30am–8pm shift. You will guide a team of Specialists delivering white-glove patient concierge services and facilitate access to care for prescription medications, interacting with patients, physicians, and pharmacies as needed.

The role requires strong communication, leadership, and engagement skills with experience in patient/health care case management.

Qualifications

• 5+ years in health care or case management in a high-volume contact center.
• High School or GED required; Associate/Bachelor’s preferred.
• Experience with pharmacy benefits, health care insurance, or medical billing.
• Must meet all Quality standards.

Responsibilities

• Provide SME support to PSS/Claims team; track progress and assist with daily deliverables.
• Lead training sessions to advance the teams' technical proficiency related to Affordability programs.
• Handle escalated patient calls; coordinate with Program Management, IT, and other contact center teams to resolve issues.
• Coordinate with Quality and Training to improve processes and team training.
• Performs other projects as assigned.

Skills

Leadership

Communication

Mentoring

Healthcare knowledge

Case management

Education

Associates/Bachelor’s preferred

Job description

This is an 11:30am-8pm shift on Medical Claims.

Getting prescriptions to patients has become increasingly complex. When things get messy along the prescription journey, pharmaceutical manufacturers rely on us to untangle the process and create a clear path—allowing patients to build trusting relationships with their medication brands.

The Lead, Patient Support provides subject matter expertise, guidance, and instruction to a team of Specialists who provide white glove patient concierge health care services and access to care for prescription medications. The incumbent has daily interactions with approximately 10 team members and, as needed, will also interact with patients, physicians, and/or pharmacies regarding access to care on behalf of our client’s programs. The incumbent is required to possess great communication, leadership, and engagement skills and has experience in patient/health care case management.

Responsibilities

• Provides support in monitoring and assisting the PSS and/or Claims Processing team members with daily responsibilities by acting as the subject matter expert. Keeps track of the team's progress to help ensure that it completes its daily deliverables and updates the Supervisor as necessary to aid in work rebalancing.
• Engages in peer coaching in accordance with supervisor's instructions. Helps and leads training sessions to advance the teams' technical proficiency in relation to Affordability programs.
• Handles escalated patient calls; refers requests for escalation as needed and engages other internal areas such as Program Management, IT, and other contact center teams to resolve issues. Brings forward to management escalated technical issues, process gaps, or other opportunities.
• Coordinates with the Quality and Training departments as the program's subject matter experts and provides feedback and suggestions to improve processes and procedures and team training.
• Performs other projects as assigned.

Qualifications

• High School or GED required. Associate/Bachelor’s Degree preferred.
• 5+ years in health care or case management experience in a high-volume contact center environment.
• Must meet all Quality standards.
• Experience working in pharmacy benefits, health care insurance, and/or medical billing.

Compensation & Benefits

Compensation for this role varies based on factors such as location, relevant skills, experience, and capabilities.

Employees can enroll in comprehensive benefit plans, including medical, dental, vision, life, and disability insurance. The company retains the right to update or modify health, welfare, and other fringe benefit policies. Employees may also participate in the company's 401(k) plan.

Time-Off & Holidays

ConnectiveRx provides paid time off (PTO) to non-exempt employees for vacations and personal leave. Eligible non-exempt employees receive Sick Time Off (STO) for sick leave in accordance with company policy. PTO and STO are prorated during the first year of service. Employees also receive eight standard company holidays and three floating holidays annually, with floating holidays prorated in the first year.

Posted Salary Range

USD $21.76 - USD $29.70 /Hr.