Job Description
Job Purpose:
This role blends leadership and patient advocacy responsibilities, supporting the supervisor in ensuring the team has the tools and guidance needed to succeed while maintaining direct patient care responsibilities.
Job Duties:
Patient Advocacy & Clinical Support
Maintain direct patient support responsibilities including benefit investigations, prior authorizations and financial assistance programs.
Troubleshoot insurance rejections and claim issues.
Communicate professionally with patients, clinicians, and payors.
Demonstrate clear and concise documentation practices to ensure accurate, timely, and compliant record-keeping across patient interactions and workflow processes.
Team Leadership & Support
Assist the supervisor in monitoring daily team activities and work queues.
Provide mentorship and stabilization support for new hires.
Share and educate team members on workflow best practices and system navigation.
Support clinic growth and stabilization efforts across therapeutic areas.
Provide coverage for clinics with staffing gaps or PTO needs.
Manage overflow work needs of supported clinics
Lead by example, fostering a collaborative and positive team culture
Build strong relationships with internal teams, clinic partners, and cross-functional teams.
Actively participate in team meetings, training sessions, and knowledge-sharing forums.
Operational Excellence
Perform audits to ensure workflow adherence and quality standards.
Contribute to special projects and process improvement initiatives.
Report feedback and insights to supervisors to optimize team performance.
Monitor Key Performance Indicators (KPIs), assess gaps in meeting site and organizational goals, and develop targeted action plans to drive continuous improvement.
A core responsibility of this role is to ensure the team consistently achieves performance metrics that reflect broader organizational objectives, with a focus on collective outcomes rather than individual contributions.
Experience/ Education:
Nationally certified Pharmacy Technician (CPhT via PTCB or ExCPT).
Registered or willing to register with the state of employment.
2+ years of experience in specialty pharmacy, patient engagement, or prior authorization.
Internal candidates: Minimum 6 months in the Patient Support Center.
Proven track record of exceeding performance expectations and service levels.
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