Patient Concierge Lead — White-Glove Care

ConnectiveRx; Pittsburgh (Allegheny County); On-site; USD 48,000 - 70,000; Full time

Benefits offered by this job

Bonus opportunities

Medical, dental, vision insurance

401(k) plan

Job summary

ConnectiveRx in the United States (Pittsburgh) is seeking a Supervisor, Patient Support to lead a team providing concierge health care services that enable access to prescription medications. You will ensure delivery of exceptional patient experiences, manage escalations, and collaborate with Program Management, IT, and other centers of excellence.

The role emphasizes achieving SLAs and KPIs, coaching staff, and maintaining compliance with healthcare requirements while working on-site in a

Qualifications

• Associate’s degree or equivalent experience (4 years) required in business, marketing, or related discipline.
• Two years in a healthcare setting, including experience in a claims processing or high-volume call center. Minimum one year of relevant supervisory experience in a capacity such as team lead or project lead.
• Minimum 1 year of relevant supervisory experience in a capacity of team lead, project lead, etc.
• Strong experience in a healthcare payor or patient experience setting; healthcare or pharmaceutical experience is strongly preferred (such as insurance verifications, claims, etc.).Advanced skill level in Microsoft Excel, Word, PowerPoint, and Access.

Responsibilities

• Responsible for ensuring that their team of approximately 15 members provides extraordinary “white glove” patient concierge health care services by meeting all agreed-upon SLAs and KPIs.
• Identifies process improvements and enhancements utilizing customer and employee feedback, as well as data such as QA results, SLA performance, and turnaround times.
• Provides regular feedback and coaching, fostering a positive work environment to enable world-class customer service and an outstanding patient/provider experience; exemplifies strong leadership with a focus on employee engagement.
• Monitors workloads, rebalances as needed, manages attendance, and approves time.
• Responds to escalations as needed and engages other internal areas such as Program Management, IT, and other Contact Center teams to resolve issues.
• Provides input and feedback to Quality and Training as the subject matter expert to improve processes, procedures, and training.
• Ensures the team follows all pharmacovigilance processes, including timely submission of AE/PQC and completion of training.
• Participates in special projects and performs other duties as assigned, including performing other duties as needed.

Skills

Supervisory experience

Healthcare experience

Customer service leadership

SLA/KPI management

Education

Associate degree

Tools

Microsoft Excel

Microsoft Word

PowerPoint

Access

Job description

ConnectiveRx in the United States (Pittsburgh) is seeking a Supervisor, Patient Support to lead a team providing concierge health care services that enable access to prescription medications. You will ensure delivery of exceptional patient experiences, manage escalations, and collaborate with Program Management, IT, and other centers of excellence.

The role emphasizes achieving SLAs and KPIs, coaching staff, and maintaining compliance with healthcare requirements while working on-site in a