Sr. Coordinator, Patient Services

Role Summary

Sr. Coordinator, Patient Services. 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 and calibration, data entry and insights, and workforce management to ensure appropriate coverage and capacity.

Responsibilities

• Monitoring and scoring PAS and PEL team members on their call handling performance to ensure quality and excellence.
• Reporting daily, weekly, and monthly quality score results to compliance and PSS Leadership.
• Providing detailed feedback and performance-related recommendations to ensure quality performance.
• Scheduling and leading weekly call calibration sessions with PSS Call Center Leadership Team and PEL Leadership, including contributing feedback, scorecards, and recorded calls for calibration.
• Leading and scheduling internal calibration sessions with cross-functional leadership and operational stakeholders to support skill development goals.
• Collaborating with training and onboarding leadership to ensure QA requirements for new hires and call handling processes meet performance expectations.
• Seeking knowledge to improve individual skills in delivering positive and constructive feedback.
• Completing data entry on inbound information from patients, care partners, and prescriber offices.
• Identifying data in the system that is entered incorrectly or needs updating.
• Monitoring the system for quality or compliance concerns, such as missing information.
• Monitoring PAS schedules to determine coverage needs and ensure capacity usage.
• Collaborating with Senior Managers, PSS Call Center to identify gaps in schedule and monitoring of fax, email, and phone queues for optimal customer experience.
• Maintaining positive, timely, and professional communication with management and team members to achieve goals.
• Performing other duties as assigned based on business demands.

Qualifications

• High School Diploma or equivalent; Bachelor‚Äôs degree preferred.
• Patient Services experience highly preferred.
• 2-3 years in a customer service call center environment.
• 2-3 years‚Äô experience in call quality monitoring.
• Excellent listening and interpersonal skills.
• Confident, approachable, and positive attitude.
• Excellent oral and written communication skills.
• Analytical thinker and problem solver.

Preferred 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.

Education

• High School Diploma or equivalent; Bachelor's degree preferred.