Sr. Coordinator, Patient Services

Role Summary

The Patient Support Services Patient Access Coordinator (PAC) will be a support role within the PSS Call Center. This role will focus on key areas of Patient Services operations and workforce management including, but not limited to: Call Quality Monitoring & Calibration; Data Entry & Insights; Workforce Management.

Responsibilities

• Monitoring and scoring PAS and PEL team members on their call handling performance to ensure the highest level of quality and excellence are achieved.
• Reporting daily, weekly, and monthly quality score results to compliance and PSS Leadership.
• Providing detailed feedback and performance related recommendations (as necessary) to ensure quality performance.
• Scheduling and leading weekly call calibration sessions with PSS Call Center Leadership Team (Supervisors and Call Center Head) and PEL Leadership (National Director). This includes contributing call feedback, scorecards, and recorded calls for calibration sessions to ensure program compliance and balance on the program.
• Leading and scheduling internal call calibration sessions with cross-functional leadership and/or operational stakeholders to ensure the feedback and continued skill development goals are achieved.
• Working in conjunction with training and onboarding leadership to ensure QA requirements with new hires, and call handling processes for new programs and/or changes to existing programs meet performance expectations.
• Seek knowledge to improve individual skills in delivering positive and constructive feedback.
• Complete data entry on inbound information received from patients, care partners and prescriber offices.
• Identify data in the system that is entered incorrectly or needs to be updated.
• Monitor the system for any quality or compliance concerns, such as missing information and other items.
• Monitor and track PAS schedules to determine if coverage is needed and ensure that individuals are operating within capacity.
• Collaborate with Senior Managers, PSS Call Center to identify gaps in schedule and monitoring of the fax, email and phone queues to ensure optimal customer experience.
• Maintain positive, consistent, and effective communication with agents, peers, and all levels of leadership throughout the Organization.
• Maintain positive, timely, and professional communication with management to ensure goals and objectives are achieved.
• Perform other duties based upon business demands as assigned.

Qualifications

• Required: High School Diploma or equivalent.
• Preferred: Bachelor’s degree.
• Preferred: Patient Services experience.
• Required: 2-3 years customer service call center environment.
• Required: 2-3 years’ experience in call quality monitoring.
• Required: Excellent listening and interpersonal skills.
• Required: Confident, approachable, and positive attitude.
• Required: Excellent oral and written communication skills.
• Required: Analytical thinker and problem solver.

Skills

• Highly PC proficient (Salesforce experience preferred).
• Attention to detail and quality-oriented.
• Multi-task oriented.
• Exposure and/or interest in healthcare products and outcomes.
• Ability to remain highly motivated in a fast-paced, multi-faceted environment.