Manager, Patient Support - Afford Svcs

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 Connective Rx better than the sum of its parts.

Under the direction of the department leader, the Manager, Patient Support is a senior leader responsible for managing approximately 45‑60 staff members across one or more teams, delivering extraordinary patient concierge healthcare services, and enabling access to care for prescription medications. They will lead a high concierge ‘white glove’ service team managing the patient experience from start to finish by providing program information, eligibility, reimbursement support, and general assurances and ease of use in supporting our clients’ copay assistance programs.

Services managed include processing claims and answering inbound phone inquiries (and making outbound phone requests for information) across a suite of clients and products, focusing on customer experience, world‑class service and executing against all company MBOs and client obligations. The incumbent must possess strong leadership and communications skills and a deep patient or healthcare payor engagement background. The Manager, Patient Support will set direction, monitor performance, manage budget, and drive efficiencies and reductions in administrative costs while meeting and exceeding quality targets and standards.

They will function within a matrix environment and interface with multiple internal areas focused on training/quality. There will be frequent interaction with our clients to communicate performance updates and to collaborate on improving the program offering.

• Sets strategic direction for the team and is therefore accountable for overall performance and attainment of company and/or client service levels. Includes converting department MBOs into team and individual performance goals. Communicates results internally to senior and executive‑level management. Responds to service‑level issues by determining the root cause of issues and developing action plans to remediate them. Escalates internally and with clients as appropriate.
  
  Ensures teams are compliant with all applicable compliance and regulatory requirements.
• Serves as a cultivator of talent who conducts performance reviews and one‑on‑one coaching sessions with supervisors. Creates individual development plans for supervisors and oversees and aligns associate development plans. Maintains focus on succession planning and bench strength for all levels within the team.
• Provides input into budget creation and is accountable for attaining budget goals throughout the year. Utilizes various call performance data to identify opportunities to improve patient/HCP experience. This includes partnering with Workforce Management and approving staffing models, driving operational efficiencies, improving productivity, and reducing administrative costs.
• Works closely with Program Management partners to ensure flawless program execution. Participates in weekly or bi‑weekly client meetings (recurring or ad hoc) to review team performance, discuss program updates, and/or collaborate on improving the program offering. Participates in Quarterly Business Review meetings with clients, including developing meeting content and presenting materials. Partners with IT to elevate and correct system deficiencies, identify and make recommendations for system enhancements, and contribute to and test the implementation of new products or system functionality.
• Accountable to ensure team members follow company and/or client policies and…