Patient Access Manager

The Patient Access Manager (PAM) will be an essential member of the US Patient Support Operations.  This position is responsible for supervising the day-to-day activities of the Access 360 and AZ&ME programs which may include Intake Specialist, Patient Access Specialist, Patient Access

Team Leads and Patient Access Navigators.  US Patient Support team members will include AstraZeneca full time and/or External Managed Resources (EMRs).  The EMRs or Contingent Worker positions will include both seasonal hires and longer-term roles.  The PAM responsibilities will include recruiting, on boarding, training, productivity/quality monitoring, coaching and performance reviews.  The PAM will provide their subject matter expertise to address complex coverage and reimbursement escalations.  The PAM will support the implementation of new capabilities, program enhancements and collateral for the US Patient Support Programs (Access 360 and AZ&ME).  This position will also attend various meetings, trainings and conferences to represent US Patient Support.  The PAM will collaborate with the following departmental team members to successfully execute all program requirements: Brand Engagement Team, Work Force Management team, Business Solutions team, Quality and Training team, and Vendors and Capabilities Team. 

Responsibilities:  

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

• Plans, organizes, and directs day to day activities for US Patient Support teams to ensure 100% 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 

• 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 

• Assertively seeks solutions at the root level of problems 

• 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 of performance reports and responses to inquiries from other functional areas 

• Support the development of plans to meet future resource needs 

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

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

• Provide weekly feedback to External Resource Management Organization (ERMO) point of contact on the performance of all EMR Contingent Worker team members 

• Provide sound analytics and solutions around general reimbursement trends and access barriers 

• Prepare and present presentations to Senior Leadership summarizing service utilization, gaps, improvements and opportunities 

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

• Support implementation of new US Patient Support programs capabilities including participation in design/brainstorming meetings, requirements gathering, review and project implementation meetings, user acceptance testing, verification of production. 

• Participate upon request in various meetings or communications with cross functional teams (Field Reimbursement Manager (FRM) Regional calls, Strategic Field Communications, Patient Safety, Commercial Learning, Marketing, Compliance, etc) to represent US Patient Support. 

• Support the Brand Engagement Team in assessing and meeting the Therapeutic Area (TA) resource needs 

• Provide support as required to the Operations Director(s) to assist in the fulfillment of his/her responsibilities 

Requirements Minimum: 

• Bachelor’s degree or equivalent experience 

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

• Benefit investigations, specialty pharmacy distribution, 

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

• Patient Assistance Programs/Free Drug Programs 

• 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  

• Business travel, by air or car, may be required for internal and external business meetings up to 20% 

• Training experience 

• Hybrid work location with 25% designated on-site team collaboration days 

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

Preferred:  

• Master’s Degree 

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

• Project Management experience 

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 

• Provide organization systems for designing and measuring work processes 

• Dedication to continuous improvement through empowerment and management by data and market research 

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

• Can motivate many kinds of direct reports and team or project members 

• Expertise in using Word, Excel and PowerPoint 

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

• Dedicated to providing organization or enterprise-wide common systems for designing and measuring work processes 

• Ability to multitask and manage multiple parallel projects 

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

• Managing through ambiguity 

• Managing without authority 

• Presentation skills