Manager, Patient Support Operations
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Job Description
Manager of Patient Support Operations overseeing patient support services and leading a team in healthcare. Focused on operational excellence and improving patient access in a remote environment.
Responsibilities:
- Lead, manage, and develop team members while fostering a people-first culture
- Provide ongoing coaching, feedback, and performance management to ensure achievement of program KPIs
- Establish and optimize work procedures to ensure efficient daily operations
- Oversee call center operations and monitor staff interactions
- Serve as an escalation point for complex patient, provider, and operational issues
- Ensure accuracy and compliance of all communications and documentation
- Manage program performance through KPI tracking and reporting
- Identify workflow bottlenecks and implement solutions for efficiency
- Collaborate with internal teams and external partners to improve patient access
Requirements:
- Bachelor’s degree or equivalent combination of education and relevant professional experience required
- Minimum 5–7+ years of progressive experience in patient support HUB programs, pharmacy, or healthcare services
- At least 3–5+ years in a direct people leadership role managing and developing teams of 6–10+ employees
- Call center management or operational leadership experience required
- Strong understanding of payer reimbursement processes, benefits verification, and prior authorization workflows
- Proven ability to analyze performance metrics and implement process improvements
- Exceptional written and verbal communication skills, with strong client-facing capabilities
Benefits:
- Professional development opportunities
- Health insurance
- Retirement plans
- Paid time off
- Employee wellness programs
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