Patient Support Center Supervisor

Patient Support Center Supervisor

The incumbent is responsible for executing program requirements and managing daily workflow.

Job Scope and Major Responsibilities:

• Managing the workflow of their employees and delegating tasks.
• Hold engaging team meetings and/or one-on-ones routinely with Team Leads.
• Monitor quality and performance of the team and demonstrate the ability to provide feedback in an effective manner that drives change in behavior and results.
• Accomplishes staff job results by coaching, counseling, and disciplining employees.
• Training and onboarding.
• Work in conjunction with Management Team and the Quality Assurance Team to communicate productivity gaps and quality as it pertains to the program.
• Interface with programmers as needed to address any system enhancements or difficulties.
• Creating team schedules and time and attendance management.
• Setting goals for workers and making sure they comply with the companys policies and procedures.
• Identify potential training gaps, escalating these to site leadership.
• Alert site leadership to any potential staff matters, including performance or behavioral issues.
• Ensuring that business goals, deadlines and performance standards are met
• Maintain tracking document and crosscheck to ensure platform/tracking document accuracy
• Attend manufacturer meetings to support ongoing program development
• Establish effective rapport with other employees, clients, physicians, pharmacies, and clients
• Adheres at all times to physical, administrative and technical safeguards related to core business when executing job functions.
• Effectively perform in a high-volume call center hub requiring a blend of soft skills (patience, empathy/compassion, active listening, problem solving) and technical/process skills (mastery of tools, knowledge base, adherence to SOPs, efficient multitasking, problem-solving) to handle numerous calls quickly and accurately, use available resources like knowledge bases, and maintain quality through focused communication and efficient workflow, ensuring quick resolutions while balancing speed with customer satisfaction.
• Adhering to company policies and procedures.
• Possess a professional demeanor, focused on respectful communication, a positive and reliable attitude, and responsible behavior. This includes dressing appropriately, being punctual, maintaining composure, and demonstrating accountability for your actions.
• Working outside of core business hours may be required.
• Some travel may be required.
• Other duties as assigned.
• Compliance with the provisions of the Health Insurance Portability and Accountability Act of 1996 and its implementing regulations, as amended (HIPAA).

Performance Criteria:

Success is defined by accurate and timely routing of referrals and reporting as well high levels of customer service.

Required Minimum Qualifications:

• New Jersey Office ONLY: Must be registered with the State of New Jersey Board of Pharmacy as a Pharmacy Technician.
• Must successfully complete the ASPN Pharmacies New Jersey Policies and Procedures: Assessment.
• Nevada Office ONLY: Must have Nevada Pharmacy Technician License. Technician Trainee License, issued by the Nevada State Board of Pharmacy is permitted only for internal candidates striving to obtain their Nevada Pharmacy Technician license.
• Arizona Office ONLY: Pharmacy Technician License (requires national certification by PTCB or ExCPT), or Technician Trainee License, issued by the Arizona State Board of Pharmacy.
• Pennsylvania Office ONLY: Must have Pennsylvania Pharmacy Technician License.
• Remote Workers: Must be registered as a Pharmacy Technician with both their home state Board of Pharmacy and the Board of Pharmacy in the state where their assigned office is located.

ALL LOCATIONS:

• Bachelor's degree in a related field such as healthcare administration, business, life sciences, or nursing; Associate's degree or a High School diploma/GED with significant amount of relevant experience (typically 5-12+ years in customer service or a patient support role).
• 3-5 years in a healthcare, patient services, or contact center environment with 2+ years of previous supervisory or team leadership experience.
• Specific experience with patient access, case management, and insurance verification (including commercial pharmacy, major medical, and governmental programs) is crucial.
• Experience with specialty drug products or patient assistance programs (PAPs) is often a plus.
• Experience in a call center setting is desired.
• Possess exceptional leadership skills, including the ability to motivate, train, and develop a team, manage performance, and resolve conflicts.
• Possess strong verbal and written communication skills which are essential for interacting with patients, staff, and management.
• Possess a deep understanding of healthcare regulations, compliance (such as HIPAA), medical terminology, and adverse event reporting procedures is a must.
• Ability to use a compassionate, patient-focused approach with high-level customer service skills, including empathy and active listening.
• Proficiency with computer systems, including CRM (Customer Relationship Management) platforms, patient management software, and Microsoft Office Suite.
• Possess strong analytical and problem-solving skills, with the ability to handle complex and potentially stressful situations while maintaining a high attention to detail.
• Possess a strong sense of personal initiative and accountability for team performance and results.
• Knowledge of ASPN network capabilities is also preferred.
• Must be able to travel when required.
• Possess and maintain professional demeanor and courteous attitude at all levels.
• Reliable and consistent attendance is required.

ASPN Pharmacies is committed to Equal Employment Opportunity (EEO) and to compliance with all Federal, State and local laws that prohibit employment discrimination on the basis of race, color, age, natural origin, ethnicity, religion, gender, pregnancy, marital status, sexual orientation, gender identity and expression, citizenship, genetic disposition, disability or veteran's status or any other classification protected by State/Federal laws.