Supervisor

Job Summary

We are looking for an experienced Associate Manager / Supervisor Service Delivery to lead day-to-day operations for US healthcare patient access programs, including Patient Assistance, Co-pay, and Reimbursement services.

The role will be responsible for managing and developing a team, driving productivity and quality, monitoring KPIs and SLAs, identifying operational trends, and partnering with Program Managers to ensure seamless program delivery and achievement of client goals.

The ideal candidate should have strong experience in US healthcare operations, healthcare contact centers, reimbursement, patient assistance, or US Patient Access services, along with demonstrated people-management and coaching capabilities.

Key Responsibilities

Team Management, Coaching & Development

• Supervise, guide, and motivate associates to consistently meet or exceed productivity, quality, and service-level expectations.
• Conduct regular performance reviews, coaching sessions, and development discussions.
• Identify proficiency and performance gaps and implement appropriate improvement plans.
• Support interviewing, onboarding, mentoring, and development of new hires.
• Monitor training effectiveness and provide recommendations for improvement.
• Conduct call monitoring to assess customer service, quality, compliance, and communication standards.
• Ensure associates complete assigned work accurately and within defined turnaround times.
• Foster a positive, collaborative, and performance-driven team environment.

Operations & Service Delivery

• Monitor daily program volumes, productivity, quality, and service levels.
• Identify volume fluctuations and recommend staffing or workflow adjustments.
• Identify operational trends, process gaps, and deviations and escalate them appropriately.
• Own escalations related to workflow, process, productivity, and turnaround-time deviations.
• Develop and track action plans to resolve operational issues.
• Ensure processes are followed accurately, efficiently, and consistently.
• Collaborate with Program Managers and cross-functional teams to ensure operational requirements are met.
• Participate in client meetings and provide operational support as required.

Reporting & Analytics

• Generate and monitor productivity, data-quality, KPI, and SLA reports.
• Analyze operational data to identify trends, performance gaps, and improvement opportunities.
• Generate and review Time Assessment Query (TAQ) reports to ensure accurate staff billing.
• Address productivity, billing, data-quality, and service-level issues in a timely manner.
• Provide insights, recommendations, and action plans based on operational performance.

Patient Access & Program Knowledge

• Develop and maintain a strong understanding of US Patient Access processes and systems.
• Demonstrate knowledge of patient assistance, co-pay, reimbursement, and related healthcare support programs.
• Ensure the team has the resources and process knowledge required to deliver accurate and timely services.
• Drive continuous process improvement while maintaining quality and compliance.
• Support special projects and other operational initiatives as assigned.

Required Skills & Qualifications

• Bachelor's degree in Business Administration, Public Health, Clinical Science, Health Services Research, Health Economics, or a related discipline preferred.
• 5+ years of relevant experience in:
  
• US Healthcare Operations
• US Healthcare Contact Center
• Patient Assistance Programs
• Co-pay / Reimbursement Operations
• US Patient Access Services
• Healthcare Program Management
• Prior people-management / supervisory experience preferred.
• Strong understanding of US healthcare / Patient Access operations and systems navigation.
• Strong people-management, coaching, mentoring, and performance-management skills.
• Strong customer-service orientation with the ability to demonstrate empathy while interacting with customers.
• Excellent verbal and written communication skills.
• Strong analytical and problem-solving capabilities.
• Intermediate to advanced proficiency in MS Excel, PowerPoint, and Word.
• Strong attention to detail and ability to work with urgency and meet deadlines.
• Ability to analyze processes, identify issues, anticipate next steps, and recommend solutions.
• Strong time-management and prioritization skills.
• Ability to work effectively in a collaborative environment as well as independently.
• Ability to remain calm, professional, and solution-oriented while managing diverse teams and situations.