Supervisor, Intake Specialist

Employer
AbbVie
Location
Lake County, Illinois, USA
Posted
Mar 22, 2018
Ref
1802102
Required Education
Bachelors Degree
Position Type
Full time
Purpose :
Describe the primary goals, objectives or functions or outputs of this position. The Supervisor of Intake Services provides leadership, support and supervision for the Intake Specialist team with the Patient Assistance Program (PAP) within Pharmacy Solutions. The individual is a subject matter expert in all aspects of the Intake role including system navigation, data entry process and application review. The supervisor ensures that all day to day activities of the team operate smoothly and seamlessly to provide the best customer experience for both HCP's and Patients. This position is responsible for ensuring all performance metrics, workload deliverables and customer service activities are completed in alignment with business model.

Key Responsibilities Include :
  • Supervise and oversee intake specialists responsible for initial triaging of patient applications, including data entry and coordination of work through the appropriate channels as determined by established business rules
  • Monitors and assigns work, adjusting workload and staffing requirements to ensure that all cases are addressed in a timely and efficient manner while achieving established KPIs and quality goals
  • Perform administrative tasks such as work hour scheduling, attendance monitoring and counseling, vacation request scheduling and overtime allocations. Participate in the hiring process and handle all employee issues for their direct reports
  • Use effective coaching and management techniques to maintain a highly motivated and interactive work staff
  • Meets or exceed department standards relative to performance metrics. Responsibility and accountability for the day to day execution of tasks and is responsible for providing periodic progress reports on goals and metrics
  • Provide activity metrics, status updates and program intelligence to management on an as needed basis to ensure program success and compliance
  • Responds, investigates and resolves escalated patient cases and communicates to management as deemed appropriate
  • Consistently build and maintain collaborative relationships cross functionally to ensure processes are followed according to business rules and policies
  • Ensure all patient cases are documented in the CRM in accordance with all business rules and policies
  • Readily assists on special project within job scope to provide process optimization when requested by management

Qualifications Basic:
  • High school diploma or equivalent required. Bachelor's Degree or Associate Degree in health sciences or business preferred. Comparable or relevant experience will be considered
  • A minimum of 3-5 years' experience within a healthcare provider, PBM, Specialty Pharmacy or Retail/Mail Order Pharmacy setting, strong core insurance (Medical and Pharmacy Benefit) knowledge
  • Previous leadership in a call center, integrated health care provider, managed care, or healthcare insurance setting desired
  • Strong understanding of health care reimbursement channels including; commercial pharmacy, major medical and governmental programs
  • High quality customer service skills. Maintains a positive service image at all times even when dealing with challenging issues and unsatisfied customers
  • Proven organizational, time management, and problem solving skills, elevating to management when appropriate
  • Strong analytical skills preferred
  • Ability to express ideas clearly in both written and oral communications
  • Strong attention to detail and with the ability to multi-task required

Equal Opportunity Employer Minorities/Women/Veterans/Disabled