Patient Access Supervisor
AstraZeneca

At AstraZeneca, we turn ideas into life changing medicines. Working here means being entrepreneurial, thinking big and working together to make the impossible a reality. We're focused on the potential of science to address the unmet needs of patients around the world. As a Patient Access Supervisor, you'll play a pivotal role in helping patients access our life changing medicines.

The Patient Access Supervisor (PASup) will be an essential member of the Patient Support Operations team. This position is responsible for supervising the day to day activities of the Patient Support Operations team members which may include Intake Specialist and Patient Access Specialist. Patient Support Operations team members will include AstraZeneca full time. The responsibilities will include recruiting, onboarding, training, productivity/quality monitoring, coaching and performance reviews.

The PASup will provide their subject matter expertise to address complex coverage and reimbursement escalations. This position will ensure that core services for the Patient Support Operations teams are completed in an efficient and quality manner providing the best customer experience for patients and providers. The Supervisor will collaborate with the following departmental team members to successfully execute all program requirements: Patient Access Managers, Brand Engagement Directors, Work Force Management team, Business Solutions team, Quality and Training team and more.

Essential Job Functions:

• Recruit, train, manage, coach and contribute to retention efforts of employees

• Plans, organizes, and directs day to day activities for Patient Access Specialists to ensure case fulfillment with 100% customer satisfaction

• Manage assignments and troubleshooting

• Collaborates with Workforce team to schedule team members appropriately to match the demands of the daily/weekly/monthly workflow

• Actively coaching team members to maximize performance and hold them accountable for meeting expectations/job requirements

• Maintains morale and work standards to ensure compliance with federal, state, local and company policies

• Directly monitor the timeliness and quality of support provided by agents

• Monitor and report program performance and results against Key Performance Indicators (KPIs) and global standards

• Communicate all production and non-production standards, guidelines and information to the supervised staff

• Ensure on-time delivery responses to inquiries from other functional areas

• Support the development of plans to meet future resource needs

• Work with Quality and Training team to establish training plans for the supervised staff

• Conduct employee evaluations and coach employees on their individual development plans

• Prepare and present presentations to Patient Access Managers summarizing service utilization, gaps, improvements and opportunities

• Support implementation of collateral and processes for the Patient Support Operations programs, including but not limited to standard operating procedures, work instructions, reference documents, business rules, call scripts, templates, training presentations and certification requirements

• Support the Patient Access Managers in assessing and meeting the Therapeutic Area (TA) resource needs and implementing general Patient Support Operations improvements and efficiencies

Expected Competencies:

• Ability to hire, train, manage, coach and retain staff

• Ability to drive projects and cases to completion, be self-directed, have excellent verbal and written communication skills

• Analytical thinking, problem solving and decision making

• Effective organizational management

• Creates a climate in which people want to do their best

• Can motivate many kinds of direct reports and team

• Expertise in using Word, Excel and PowerPoint

• Can design practices, processes, and procedures which allow managing from a distance

• Ability to multitask and manage multiple parallel projects

• Business acumen; knowledgeable in current and possible future policies, practices, trends, technology and information affecting Patient Support programs

• Managing through ambiguity

• Managing without authority

• Presentation skills

Education, Qualifications, Skills and Experience Requirements:

• Bachelor's degree or equivalent experience

• Minimum 5 years of healthcare/healthcare reimbursement experience; high level of proficiency in reimbursement and access

• Knowledge of benefit investigations, specialty pharmacy distribution, patient assistance program enrollment, copay savings program enrollment, etc.

• Commercial and Government payer reimbursement policies and procedures, regulatory and administrative rules

• Expert knowledge of specialty medicines

• Proven track record for consistently meeting or exceeding qualitative, as well as any relevant quantitative, targets and goals

• Experience with HIPAA policy, patient access data and analytics

• Training experience

• Must be able to support all hours of operations (Core hours of operations are 8am-6pm ET)

• Hybrid work location with a minimum 25% designated on-site team collaboration days with at least 1 day/week on-site on designated team day

Desirable:

• Master's Degree

• Billing/ Coding background in buy and bill and Specialty Pharmacy markets

• Project Management experience

At AstraZeneca, we 're dedicated to being a Great Place to Work. Where you are empowered to push the boundaries of science and unleash your entrepreneurial spirit. There's no better place to make a difference to medicine, patients and society. An inclusive culture that champions diversity and collaboration, and always committed to lifelong learning, growth and development. We're on an exciting journey to pioneer the future of healthcare.

Are you already imagining yourself joining our team? Good, because we can't wait to hear from you!

Where can I find out more?

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AstraZeneca embraces diversity and equality of opportunity. We are committed to building an inclusive and diverse team representing all backgrounds, with as wide a range of perspectives as possible, and harnessing industry-leading skills. We believe that the more inclusive we are, the better our work will be. We welcome and consider applications to join our team from all qualified candidates, regardless of their characteristics. We comply with all applicable laws and regulations on non-discrimination in employment (and recruitment), as well as work authorization and employment eligibility verification requirements.

AstraZeneca requires all US employees to be fully vaccinated for COVID-19 but will consider requests for reasonable accommodations as required by applicable law.