ConnectiveRx
  • Operations - Operations - Contact Center General
  • Whippany, NJ, USA
  • Full Time

ConnectiveRx was formed in late 2015 by bringing together PSKW, pioneers in affordability solutions, and PDR, innovators in advanced adherence communications products. We continue to be the home of the PDR, trusted by healthcare professionals to deliver credible drug information for over 70 years. ConnectiveRx brings industry leadership from pharma services, e-prescribing network services, retail pharmacy and commercial payers to deliver affordability and adherence solutions excellence. We work with over 150 pharmaceutical manufacturers and serve hundreds of brands at all stages of the product lifecycle.

With tremendous growth in our Patient Access and Affordability business we are looking to hire a seasoned Customer Care Director to lead or Whippany, NJ Call Center.

This is great opportunity to roll up your sleeves and be a hands-on manager while still having exposure to client facing issues as well as helping grow an already very successful business line.

Our Customer Contact Center

Is a highly concierge 'white glove' service team that manages the patient experience from start to finish. Providing program information, eligibility, reimbursement support and general assurances and ease of use in supporting our client's copay assistance programs is essential.

Call Center Manager Responsibilities

  • Under the direction of the Department Leader, is responsible for ensuring that the overall team provides extraordinary patient concierge health care services enabling access to care for prescription medications.
  • This individual will interact directly with approximately 45-60 staff members (including 7 direct reports) as well as our patients, physicians and pharmacies relating to access of care on behalf of our client's copay assistance programs.
  • This position requires someone with excellent leadership and employee engagement skills, ensuring a culture of empathy and customer service while possessing strong empathy soft skills and experience in patient care / health care case management engagement.
  • We operate a matrix environment, interfacing with multiple internal areas who are focused on training/quality and often interacting with clients on how to improve the program offering.  
  • Experience providing input and feedback to Quality Management and Training as a subject matter expert to improve processes, procedures and training. 
  • Working closely with the Director to ensure that all client requirements are met.

Knowledge, Skills and Experience

7-10 years of hands on high call volume call center management experience in a Healthcare, Case Management or related customer service environment.

Pharmacy benefits, health care insurances or Medical billing background a plus.

­College Degree or the equivalent amount of experience required. 

 

ConnectiveRx
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