Position Summary: Responsible for the daily operational effectiveness of a dedicated team within the Sponsor’s support division.
Ensures the proper completion of all daily tasks in a timely fashion whiles ensuring compliance with all standard operating procedures.
The information contained herein is intended to be an accurate reflection of the duties and responsibilities of the individuals assigned to this position.
They are not intended to be an exhaustive list of the skills and abilities required to do the job.
Sponsor reserves the right to revise the job or to require that other or different tasks be performed as assigned.
Primary Responsibilities: 1.
Oversee the performance of the various “clusters” within the call center 2.
Work closely with the Program Director and the Executive Management Team to meet departmental goals and performance 3.
Plan, review and optimize workflows within the call center 4.
Ensure employee training and quality of work is always above expectations 5.
Oversee accurate completion of data entry, benefits, funding, free drug dispensing and other related daily tasks to ensure compliance with SOP’s and SLA’s.
6.
Ensure the KPI’s are aligned with daily activities and tasks 7.
Schedule and delegate work load amongst team members, as needed to accommodate vacation and illness.
8.
Manage your team member’s work loads to effectively manage cost and reduce overtime 9.
Audit and verify team members work to ensure information accuracy 10.
Work cross-functionally with dedicated QA Trainers for optimal training, onboarding, and continuous development of staff 11.
Answer staff and customer questions and recommend corrective services to address customer complaints 12.
Provide product/service information by answering questions, aiding customers, providers and fellow employees 13.
Work with call center leadership to identify improvements and provide plan of action on improvements 14.
Complete all employee documentation in a timely manner, including annual performance appraisals.
Skills: Project management, Clinical project management, ICH GCP, proposals, Program management, Development, workflow, quality assurance Top Skills Details: Project management, Clinical project management, ICH GCP ,proposals, Program management, Development, workflow, quality assurance Additional Skills & Qualifications: Required Qualifications: 1.
Associate’s Degree or equivalent previous management experience 2.
Minimum 3 years’ experience in pharmacy, healthcare, medical billing, insurance verification or similar experience 3.
Minimum 1 year managing a team of three or more, or completion of HR Manager training with team lead experience 4.
Exceptional communication and facilitation skills, both verbal and written, with a proven ability to communicate to all levels of the organization 5.
Data entry skills and ability to type 30wpm Preferred Qualifications: 1.
Experience verifying insurance eligibility and coverage including but not limited to: benefits, pre-certification and referrals, reimbursement 2.
Previous supervisory experience of remote staff About Actalent: Actalent connects passion with purpose.
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Every day, our experts around the globe are making an impact.
We’re supporting critical initiatives in engineering and sciences that advance how companies serve the world.
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Actalent is an operating company of Allegis Group, the global leader in talent solutions.
The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.