Supervisor, Patient Support - Afford Svcs

ConnectiveRx; Hanover Township (NJ); On-site; USD 55,000 - 78,000; Full time

Benefits offered by this job

Medical, dental, vision insurance

401(k) plan with employer contribution

PTO & holidays

Job summary

ConnectiveRx is seeking a Supervisor, Patient Support to lead a team of about 15 staff in delivering white-glove patient concierge healthcare services. You will drive SLA/KPI results, coach staff, and manage escalations within a matrix environment, interfacing with Training, Quality, Program Management, HR and IT.

The role requires a 2+ year healthcare setting background (claims processing or high-volume call center) and supervisory experience, with strong MS Excel skills and a focus on

Qualifications

• Associates' degree or equivalent experience in business, marketing, or related discipline.
• Minimum 2 years in a healthcare setting, including claims processing or high-volume call center.
• Minimum 1 year of supervisory experience such as team lead or project lead.
• Healthcare payor or patient experience background preferred (insurance verifications, claims, etc.).
• Advanced MS Excel, Word, PowerPoint and Access skills.

Responsibilities

• Lead a team of approximately 15 staff to deliver extraordinary white-glove patient concierge services.
• Identify process improvements using feedback, QA results, SLA performance and data.
• Provide regular coaching to foster a positive work environment and exceptional patient/provider experience.
• Monitor workloads, manage attendance, approve time, and handle escalations with cross-functional teams.
• Contribute to quality and training efforts to improve processes and procedures.

Skills

Team leadership

Customer service

Healthcare experience

Excel

Education

Associate degree or equivalent

Tools

MS Excel

MS Word

PowerPoint

Access

Job description

Overview

Shift : 11:30-8pm

Being on medication is tough enough.We want to make getting it the easy part. 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.

We’re not only committed to taking the pain out of the prescription process, but we’re also devoted to bringing the brightest minds together under one roof. We bring together diverse voices—engineers, pharmacists, customer service veterans, developers, program strategists and more—all with one vision. Each perspective and experience makes ConnectiveRx better than the sum of its parts.

Under the direction of the department leader, the Supervisor, Patient Support is responsible for ensuring that their team provides extraordinary patient concierge health care services enabling access to care for prescription medications. The incumbent will be interacting directly with approximately 15 staff members and patients, physicians, and/or pharmacies related to providing access to care on behalf of our clients’ copay assistance programs. This includes call center services (inbound and outbound) and claims processing operations. They are part of a highly concierge ‘white glove’ service team that will manage the patient experience from start to finish by providing program information, eligibility, reimbursement support, and general assurances and ease of use in supporting our client’s copay assistance programs. The incumbent will be working in a matrix environment and interfacing with multiple internal areas including Training, Quality, Program Management, Human Resources and Technology and will often interact with our clients on how to improve the program offering,

Responsibilities

• Responsible for ensuring that their team (approximately 15 team members) provides extraordinary “white glove” patient concierge healthcare services by meeting all agreed-upon SLAs and KPIs.
• Identifies process improvements/enhancements utilizing customer and employee feedback and data (QA results, SLA performance, turnaround times, etc.)
• Provides regular feedback and coaching, fostering a positive work environment to enable world‑class customer service and outstanding patient/provider experience. Exemplifies strong leadership with a focus on employee engagement.
• Monitors workloads and rebalances as needed, manages attendance, and approves time.
• Respond to escalations as needed and engage other internal areas such as Program Management, IT, and other Contact Center teams to resolve issues.
• Provide input and feedback to Quality and Training as subject matter experts to improve processes, procedures, and training.
• Ensures team follows all pharmacovigilance processes, including timely submission of AE/PQC and completion of training.

Qualifications

• Associates' degree or equivalent experience (4 years) required in in business, marketing, or related discipline.
• Minimum 2 years in a healthcare setting, including experience in a claims processing or high-volume call center.
• 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 MS Excel, Word, PowerPoint and Access

Process Knowledge: Identifies, documents, and monitors key processes needed to achieve successful business results. Maps and documents processes. Develops framework for process improvement. Identifies and documents processes within area of responsibility. Seeks guidance on aspects of process that are out of immediate scope. Drafts procedures that comply with the process. Implement process improvement recommendations within the context of overall business processes.

Decision Quality: Ability to make appropriate, informed and timely decisions while ensuring compliance with company policies, practices and core values. Uses a combination of analysis, knowledge, experience, and judgment to make decisions. Makes effective decisions, even in the absence of complete information. Evaluates and prioritizes factors, weighs decisions in order to reach a sound and effective solution to a problem.

Service Orientation: Anticipate, identify, and address the needs of customers/clients, sometimes before those needs are voiced. Actively looks for ways to help people; ability to be thoughtful, empathetic to the needs of others. Is prompt and courteous in ensuring that the customer's immediate needs or complaints are satisfied. Focuses on improving the level of service provided to external and internal customers.

Consultation Communication: The ability to provide guidance to organizational stakeholders. Offers solutions based upon best practices, generates specific organizational interventions (e. g., culture change, change management, restructuring, training, etc. ) to support organizational objectives.

Travel is not required for this position

This position is an on-site, in office position.

Adhere to all Company Policies, Procedures, and other training consistent with ConnectiveRx's Information Security and Compliance Programs, including but not limited to the following compliances and regulations: SOC1, SOC2, PCI, HIPAA

Maintain strict compliance with company and client policies regarding business rules and ethics, as well as applicable local, state and national federal laws

Compensation & Benefits: This position offers opportunities for a bonus (or commissions), with total compensation varying based on factors such as location, relevant skills, experience, and capabilities.

Employees at ConnectiveRx can access comprehensive benefits, including medical, dental, vision, life, and disability insurance. The company regularly reviews and updates its health, welfare, and fringe benefit policies to ensure competitive offerings. Employees may also participate in the company’s 401(k) plan, with employer contributions where applicable.

Time-Off & Holidays: ConnectiveRx provides a flexible paid time off (PTO) policy for exempt employees, covering sick days, personal days, and vacations. PTO is determined based on an employee’s first year of service. Employees also receive eight standard company holidays and three floating holidays annually, with prorations applied in the first year.

The company remains committed to providing competitive benefits and reserves the right to modify employee offerings, including PTO, STO, and holiday policies, in accordance with applicable laws and regulations.

Posted Salary Range

USD $54,700.00 - USD $77,800.00 /Yr.