Supervisor, Patient Enrollement - 11:30am-8:00pm Shift

Organisation Description
EMD Serono, Inc. is a leader in US biotechnology, focusing on reproductive health, metabolic endocrinology, and neurology. More than 500 people work in the world-class facilities in Rockland, MA, and approximately 250 work in the field.
Description

PURPOSE OF THE ROLE:This individual will handle direct management of the Patient Enrollment Specialist Team. This includes scheduling, and forecasting staffing needs, managing Patient Enrollment Specialist shift adherence and attendance. Assists with the development, documentation and implementation of operational policies and procedures and continually evaluate performance benchmarks for the team to ensure consistency, productivity and meeting of customer expectations. This individual will also, implement and maintain analytical and reporting capabilities to provide timely information and data to senior management and to support call center and sales activities. This individual will also handle escalated customer contacts. He/She will address customer concerns such as special requests for medical information, program fulfillment materials (including correspondence and local patient program event mailings), inbound/outbound customer calls and reimbursement support and/or triage. His/Her main objective is to achieve customer satisfaction and ensure timely initiation of prescription requests and initial patient contact/notification. He/She will accomplish this by managing SRF volume trends, staffing as appropriate, providing ongoing training and coaching to the Patient Enrollment Specialist.The Supervisor, Patient Support Programs will manage all customer information in the strictest of confidence and will enter all required information accurately and expeditiously into the program database. PRIMARY RESPONSIBILITIES:Monitor scheduling and ensure time compliance for all team members. Coordinate and review workloads within the team. Schedule regular staff meetings, ensuring all necessary information is being relayed to staff. Monitor queue status, and report statistics. Monitor Specialist phone calls to ensure accurate, exceptional service and timelt database input. Update Manager with feedback from customers to improve services, or provide recognition of staff members. Handle escalated customer calls. Interface with Serono field employees and specialty partners. Manage special projects and initiatives. Provide specific feedback to management regarding team and individual performance. Actively work to develop processes and reengineer existing processes and workflows. Interview, hire, and take responsibility for training of new staff members. Mentor, coach, advise Specialists. Ensure a high level of customer service to both internal (support specialists, sales force, managed care, marketing, product safety and medical information) and external customers (patients, families and carepartners, physicians, nurses, pharmacies, insurers). Provide and analyze data for reporting and trending. Maintain a collaborative approach with members of call center team. Assist other teams in the absence of their direct Supervisor. Demonstrate sensitivity and professionalism; maintain a high level of patient confidentiality. Assume additional projects on an as needed basis. Perform the duties and responsibilities of Customer Support Specialist as necessary. MAIN INTERFACES:INTERNALLY:Ensure privacy of patient information that is provided.Ensure accurate and timely database input - ensure update of therapy start dates and dose.EXTERNALLY:Account Specialists and Sales Representatives Colleagues and business partners Patients, families and carepartners Healthcare Professionals (Physicians, nurses, pharmacists, etc.) External MSLL Teams with pharmacies (i.e., MSLL Nursing Force at Theracom, Curascript, Caremark, etc.) Insurers, as needed.KEY ROLE FACTORS:MANAGEMENTDirect management of the Patient Enrollment Support Team, including scheduling, forecasting staffing needs, fair balance of workloads, and time reporting. Evaluates and reports performance benchmarks for the team to ensure consistency, productivity and initiation of customer's drug therapy. ACCOUNTABILITY AREAThe Supervisor, Patient Enrollment Support is responsible for servicing internal and external nationwide (US) customers, including patients, healthcare professionals, and sales representatives. AUTONOMY & AUTHORITYThe Supervisor, Patient Enrollment is responsible for Assisting with the development, documentation and implementation of operational policies and procedures and continually evaluate performance benchmarks for the team to ensure consistency, productivity and meeting of customer expectations He/she will also, implement and maintain analytical and reporting capabilities to provide timely information and data to senior management and to support call center, managed care, and sales activities. Facilitates working relations with external customers (pharmacies, insurance companies, physicians' offices) and helps develop and deliver presentations to educate both internal and external customers In handling calls, problem resolution is a key function. He/she must determine what actions to take to resolve unique issues. Such actions may include contacting pharmacies to clarify prescription information, insurance companies to confirm benefits, and physician's offices in a collaborative fashion to resolve the patient issue.FUNCTIONAL KNOWLEDGESupervisor, Patient Enrollment will assist with the training and supervision/direction of the Patient Enrollment Specialists, and assist with the monitoring of patient contacts, SRF entry and varied operational issues Responsible for reassigning workflows and/or daily assignments for the benefit of the entire team/patient population requirement vs. individuals. Maintain current and working product knowledge and options available for patients.

LEADERSHIP

Demonstrate sensitivity and professionalism; maintain a high level of patient confidentiality.

Commitment to guide and motivate his/her team to achieve their goals; and to work closely with regional team members for the best possible case outcome for each patient.

Ensures that telephonic information dispensed by his/her team is fully aligned with MSLL and Serono policies.

Encourages and assists with the professional development of his/her team.

NATURE & AREA OF IMPACT

Provide feedback from customers on services offered and share unique situations/issues to ensure common response from patient support services.

Provide feedback relative to specific difficulties with other departments and agencies to improve the quality of the consumer (patient and HCP) information developed by Serono.

**11:30am-8:00pm Shift**
EDUCATION LEVEL AND LANGUAGES REQUIRED:High School Diploma or equivalency required, College Degree preferred (Associates/ Bachelors) Fully Bilingual capability (Spanish) a plus. Continued education is required. Technical expertise in assigned therapeutic area may be necessary and updates in current therapy will be required. For example in MS - keep up-to-date of new therapies, Internet feedback/comments, and industry advancements. Attendance of certain association meetings during the year may be required to receive updated information or competitive review. PROFESSIONAL SKILLS, QUALIFICATONS AND EXPERIENCE (years experience minimally necessary for success in role)A minimum of three to five years of varied customer care experience, preferably with Call Center, Operations or Customer Service. Two years direct supervisory or management experience preferred. COMPETENCIES (knowledge, skills, abilities, traits)Exceptional customer service and telephone skills. Strong computer skills (customer contact databases, Windows, Word, Excel) preferred. Data Entry/Typing skills necessary. Ability to manage multiple and/or repetitive tasks. Supervisory skills ADA REQUIREMENTS (i.e., normal office duties; must be able to push, lift, pull up to 30 pounds; etc.)Normal office duties. Must be flexible in working hours, shift work and weekend shifts may be required.Limited travel will be required.