Manager, Patient Support - Afford Svcs

• →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. Respond 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 escalate 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 procedures. Prepares CAPA documentation for internal issues and provides SOC-2 auditing materials as required.

• College Degree or the equivalent amount of experience required.
• 7-10 years in a healthcare setting, including experience in claims processing and high-volume call centers. Experience in pharmacy benefits and healthcare insurance is strongly preferred.
• Strong experience in a healthcare payor or patient experience setting. Healthcare or pharmaceutical experience is required.
• Demonstrated leadership abilities. Excellent oral and written communication skills. Excellent organizational skills. Demonstrated ability to drive world-class customer service and patient outcomes. Must have an extreme sense of patient/customer empathy. Strong creative problem-solving skills and ability to manage effectively through ambiguity and complex situations – Self Lead. Skilled at operational execution and driving results.

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.