Director, Patient Advocates

 

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ROLES AND RESPONSIBILITIES

· Provide leadership and motivation to departmental personnel

· Oversee all Supervisors and Patient Advocates for the day-to-day operations

· Provides encouragement to team members, including communicating team goals and identifying areas for new training and skill checks

· Assists management with hiring processes and new team member training

· Answers team member questions, helps with team member problems, and oversees team member work for quality and guideline compliance

· Conduct team meetings to update members on best practices and continuing expectations

· Provides quality customer service, including interacting with customers/patients, answering customer/patient enquiries, and effectively handing customer/patient escalated complaints

· Understand the details in how POP works with our patients and clients

· Ensure alignment of process with all stakeholders involved internally and externally

· Act as a liaison between external and internal stakeholders

· Contribute to the definition, design, documentation, and maintenance of the POP program

· Have a patient centric mindset and a high sense of urgency

· Support the Supervisors in the day-to-day people management

· Coaching and development of staff to ensure all Business Objectives are met

· Ensure we have solid plans for our team members and their career development

MINIMUM QUALIFICATIONS AND EDUCATION

· 5 years’ experience in a mid-level management position

· Previous practical team leadership experience within a customer support environment

· Ability to work closely with others is imperative

· Self-starter with a strong attention to detail.

· Solid time management and follow through.

· Ability to work effectively in a team environment.

· Intermediate skills in MS Word, Excel, Visio, PowerPoint.

· Ability to communicate clearly, present complex information to members and clients.

· Ability to organize and prioritize multiple deadlines and work independently, define problems as they arise, and recommend alternative solutions.

· Demonstrate problem-solving skills, information gathering, research, alternatives analysis, applying creative solutions to unique and/or immediate problems.

PREFERRED QUALIFICATIONS

· Healthcare or pharmaceutical industry experience.

· Experience in account management and member support.

· Experience with process flow definition.

· Experience providing end user support.

· Experience in process improvement.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to talk and hear and to use hands to finger, handle, or feel. The employee frequently is required to sit. The employee is occasionally required to stand and walk. The employee must occasionally lift and/or move up to 10 pounds.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Seniority Level

Mid-level

Industry

Pharmaceutical Benefits Management

Employment Type

Full-time

Job Type: Full-time

Pay: From $120,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Tuition reimbursement
• Vision insurance
• Wellness program

Schedule:

• Monday to Friday

Supplemental pay types:

• Bonus opportunities

Education:

• Bachelor's (Preferred)

Experience:

• Management: 5 years (Required)
• Customer support: 3 years (Required)
• Pharmacy: 3 years (Required)

Work Location: Remote

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