Manager of Patient & Provider Relations

The Assistance Fund Inc; Orlando (FL); Hybrid; USD 80,000 - 90,000; Full time

Benefits offered by this job

401(k) with employer match

Medical, dental, vision, and life保险

Paid time off

Wellness Day

Volunteer Days

17 paid holidays

Job summary

The Assistance Fund (TAF) is seeking a Manager, Patient and Provider Relations in Orlando to ensure seamless communication among providers, patients, and internal teams. You will oversee the Provider Relations and Portal Support teams, drive education, and improve access to medications while ensuring compliance and service quality.

This hybrid role requires onsite presence in Orlando two days per week and offers a salary range of $80,000 to $90,000 annually, plus eligibility for an annual bonus

Qualifications

• Bachelor’s degree or equivalent work experience.
• Minimum 5 years in a specialty pharmacy, managed care, or patient access environment.
• Minimum 3 years in a leadership or supervisory role.
• Experience with Medicare, commercial plans, and patient assistance programs.
• Knowledge of specialty pharmacy operations and payer policies.

Responsibilities

• Serve as a key operational liaison between providers, patients, pharmacies, and internal teams.
• Build and maintain a provider network and strengthen collaboration with stakeholders.
• Lead provider education and outreach through webinars and sessions.
• Manage escalations related to reimbursements, portal overrides, and payments.
• Oversee daily workflow of the provider and patient relations team.

Skills

Leadership experience

Medicare knowledge

Salesforce experience

Reimbursement processing

Multi-tasking

Education

Bachelor’s degree or equivalent work experience

Tools

Salesforce

Job description

About the Organization The Assistance Fund (TAF) is a national nonprofit organization dedicated to helping patients access the medications they need when cost is a barrier. Every day, we provide financial assistance to individuals facing serious and chronic health conditions, helping them access and remain on their prescribed treatment.

Our vision is simple but powerful: a future where no person goes without medication because of an inability to pay. Until then, we are committed to helping patients overcome financial barriers to treatment.

Our work requires precision, compliance, and compassion. Every team member at TAF plays a meaningful role in delivering financial assistance responsibly, efficiently, and with integrity.

EOE Statement Reasonable Accommodation: TAF is committed to providing equal employment opportunities to qualified individuals with disabilities. Reasonable accommodations are available to applicants and employees with disabilities to support participation in the application process and performance of the essential functions of the position.

Applicants who require a reasonable accommodation during the application or interview process may contact Human Resources for assistance

Equal Employment Opportunity: The Assistance Fund is an Equal Opportunity Employer. TAF provides equal employment opportunities to all applicants and employees and prohibits discrimination and harassment based on any characteristic protected by applicable federal, state, or local law.

Description

About Us: The Assistance Fund (TAF) is a national nonprofit organization dedicated to helping patients access the medications they need when cost is a barrier. Every day, we provide financial assistance to individuals facing serious and chronic health conditions, helping them access and remain on their prescribed treatment.

Our vision is simple but powerful: a future where no person goes without medication because of an inability to pay. Until then, we are committed to helping patients overcome financial barriers to treatment.

Our work requires precision, compliance, and compassion. Every team member at TAF plays a meaningful role in delivering financial assistance responsibly, efficiently, and with integrity.

Summary of Position: The Manager, Patient and Provider Relations is responsible for seamless communication between healthcare providers, patients, and internal teams to facilitate timely access to medications, timely resolutions to patients, pharmacy and provider escalations, efficient approvals of claim overrides, coordination of patient and provider portal requests. This role ensures high levels of patient and provider satisfaction, and adherence to organizational policies and procedures while strengthening provider relationships and expanding education and outreach. This includes providing direct leadership to the Resolutions Specialist, Provider Relations Specialist and Portal Support team members ensuring accountabilities for all aspects of operations. This role serves as the primary liaison between providers, pharmacies, patients, and internal Operations teams to resolve complex access or billing issues, managing workflows, and ensuring compliance with relevant regulations and company policies. Also responsible for building a culture of trust, where team members enjoy their work, have opportunities for growth and have fun.

Work Model and Compensation: This is an Orlando-based hybrid position requiring employees to work onsite at TAF's Orlando office two days per week. The anticipated salary range for this position is $80,000 to $90,000 annually, with final compensation determined based on experience and qualifications. This position is also eligible for an annual bonus.

Responsibilities

Service Level Achievement & Operational Management:

• Serve as a key operational liaison between providers, patients, pharmacies, and internal Operations teams to resolve complex access or billing issues.
• Build and maintain a strong provider network by proactively developing relationships with healthcare providers, specialty pharmacies, and patient support teams to increase awareness of TAF programs and strengthen collaboration.
• Lead provider education and outreach through webinars, informational sessions, and practical navigation tools that help providers understand eligibility requirements, enrollment, reimbursement processes, and use of the Provider Portal.
• Manage escalations related to reimbursements, payments, patient and provider portal and override requests.
• Develop strategies and take actions to increase Patient and Provider Portal Adoption.
• Oversee daily workflow of the provider and patient relations team to ensure service levels and quality metrics are met.
• Review and approve timekeeping and payroll records for assigned employees in accordance with established payroll procedures.
• Review and approve PTO requests for assigned employees based on operational coverage needs and organizational policy.
• Review and analyze performance reports, summarize data and coach for continuous improvement.
• Maintain transparent communication by appropriately communicating organization information to team through department meetings, one-on-one meetings, appropriate email, chat, and regular interpersonal communications.
• Assist in the preparation of reports for management, highlighting key metrics and performance indicators.

Performance Management & Continuous Improvement:

• Monitor case turnaround times and identify process improvements to enhance patient experience and provider satisfaction.
• Partner with Operations Optimization team to establish and implement departmental process flows, policies and procedures as needed.
• Identify and implement process improvements related to reimbursement and claims, address overrides, claim reprocessing, and payment discrepancies.
• Develop Performance Management plans that include motivational and corrective action processes to ensure continuous improvement. Coach and Counsel employees as required by the plan.
• Ensure that all members have monthly one-on-ones that include coaching for quality, efficiency, schedule adherence, and attendance, as well as career development action plans.
• Develop, maintain, and analyze performance management reporting. Take appropriate action to ensure that challenges are addressed.
• Drive individual team motivation to improve performance through competitions, games, and incentives.

Service Excellence & Quality Oversight:

• Establish and implement departmental policies, goals, objectives, and procedures as needed.
• Collaborate with billing and reimbursement teams to address overrides, claim reprocessing, and payment discrepancies.
• Partner with Operations optimization leadership to establish performance goals, track outcomes, and report key performance metrics.
• Identifying, assigning, and coordinating expertise resources to assist in efficient escalations resolution.
• Manage escalated calls as needed in support of Resolutions Specialists, Provider Relations Specialists, Portal Support Specialists.
• Ensure that policies and procedures follow federal and state regulations, including Medicare Part D and commercial payer requirements.
• Function as subject matter expert for Senior Leadership as needed to support TAF programs.
• Maintain professional and technical knowledge by tracking emerging trends.
• Partner with the Learning & Development department to develop and implement necessary on-going individual and group training sessions.
• Support strategic organizational initiatives and goals by taking ownership of new initiatives and exploring opportunities to add value.

Qualifications:

• Bachelor’s degree or equivalent work experience
• Minimum 5 years of experience in a specialty pharmacy, managed care, or patient access environment.
• 3+ years of prior leadership or supervisory experience
• Proven experience with Medicare, commercial insurance plans, and patient assistance programs
• Strong understanding of specialty pharmacy operations and payer policies
• Experience working with Salesforce is highly preferred.
• Experience in processing patient reimbursements, medical or pharmacy claims
• Effective communication skills: written and interpersonal
• Ability to multi-task and think creatively and apply knowledge to effective problem solving.

Benefits: At TAF, we believe taking care of our people is essential to the work we do. We offer a comprehensive and competitive benefits package designed to support your health, well-being, work-life balance, and long-term financial security.

Financial and health benefits include a 401(k)-retirement plan with a 100% employer match on contributions up to 6% after 90 days of employment, as well as medical, dental, vision, and life insurance beginning the first of the month following 30 days of employment. TAF offers two medical plan options, including one that is fully covered for employees and their eligible dependents.

To support work-life balance and time away from work, TAF offers generous paid time off, one annual Wellness Day dedicated to self-care and well-being, three Volunteer Days each year to support causes meaningful to employees, and 17 paid holidays annually, which includes a one-week company-wide office closure at year-end to rest, recharge, and return refreshed.

Reasonable Accommodation: TAF is committed to providing equal employment opportunities to qualified individuals with disabilities. Reasonable accommodations are available to applicants and employees with disabilities to support participation in the application process and performance of the essential functions of the position.

Applicants who require a reasonable accommodation during the application or interview process may contact Human Resources for assistance.

Equal Employment Opportunity: The Assistance Fund is an Equal Opportunity Employer. TAF provides equal employment opportunities to all applicants and employees and prohibits discrimination and harassment based on any characteristic protected by applicable federal, state, or local law.

This position is currently accepting applications.