Lead, Patient Access Programs
Core
Lead a team of Patient Access Specialists to help members enroll in drug savings programs and procure medications through manufacturers.
Role type
Senior IC team lead (patient access operations)
Builds
Patient assistance and drug savings program enrollment workflows
Domain
Healthcare / Pharmacy Benefit Management (PBM)
Required skills
team leadership, recruitment and onboarding, call center operations management, KPI management, conflict resolution, process improvement, cross-functional collaboration, compliance with PHI/HIPAA
Preferred skills
healthcare or PBM call center management experience, patient assistance program navigation, Salesforce, startup environment experience
Technologies
Windows, G-Suite, MS Office, call center telephony tools, Salesforce
Responsibilities
Directly manage, coach, and mentor a team of Inbound and Enterprise Patient Access Specialists; Recruit, hire, and onboard new team members; Manage real-time call center workflows and resource allocation; Serve as an escalation path for complex, high-urgency calls; Manage team to target KPIs including First Call Resolution and QA scores; Perform regular 1:1s, call monitoring, and quality audits; Identify and drive operational process improvements; Collaborate cross-functionally with Account Management and Clinical Strategy.
Seniority
Senior, hands-on IC