Senior Manager, Patient Access & Reimbursement
EMD Serono

Job Info

A career with EMD Serono is an ongoing journey of discovery: our 58,000 people are shaping how the world lives, works and plays through next generation advancements in Healthcare, Life Science and Electronics. For more than 350 years and across the world we have passionately pursued our curiosity to find novel and vibrant ways of enhancing the lives of others. EMD Serono is a business of Merck KGaA, Darmstadt, Germany.

United As One for Patients, our purpose in Healthcare is to help create, improve and prolong lives. We develop medicines, intelligent devices and innovative technologies in therapeutic areas such as Oncology, Neurology and Fertility. Our teams work together across 6 continents with passion and relentless curiosity in order to help patients at every stage of life. Joining our Healthcare team is becoming part of a diverse, inclusive and flexible working culture, presenting great opportunities for personal development and career advancement across the globe.

Location may be flexible including remote.

Your Role:

At EMD Serono the Senior Manager, Patient Access & Reimbursement oversees the activities of a non-clinical team within MS LifeLines (MSLL), consisting of Case Manager staff, and directly manages ten employees. In this role you will oversee a team of employees who respond to reimbursement inquiries from assigned regional territories, offer information and assistance on available alternate funding programs for eligible participants involved in various programs. Your team will also manage and develop specific activities to help support patients using various assistance programs which include both EMD Serono's Copay Assistance program and the Patient Assistance Program. In addition, you will manage the team's response to incoming calls, faxes, and HCP portal inquiries ensuring efficient and effective patient education and onboarding.
• Lead, inspire and engage with passion by modeling EMD Serono behaviors and working with a sense of urgency to achieve organizational goals.
• Identify, hire, coach, and develop employees.
• Motivate the team to deliver results that are aligned with EMD Serono values and customer experience standards in accordance with applicable laws and EMD Serono's compliance policies.
• Cultivate an atmosphere of cross-functional collaboration and reciprocal communication that creates a winning environment and inspires all to hold themselves and others accountable for delivering excellence
• Act as the primary contact for escalated issues or advanced questions from staff, or secondary contact for callers.
• Ensure effective communication and coordinate processes and procedures among teams within MSLL and other departments and provide feedback to the Associate Director of Customer Solutions and Reimbursement Support and other departments on customer needs and expectations.
• Analyze and maintain staffing requirements to drive increased first call resolution and minimize call overflow.
• Maintain appropriate servicing of inbound and outbound customers while meeting customer service measures and ensuring achievement of Service Level Agreements. Recommend improvements where appropriate.
• Oversee data entry of all Service Request Forms (SRF) and any other documentation submitted via fax servers, or via HCP Portal.
• Ensure data is entered timely and accurately according to department metrics and SOPs.
• Monitor queue status for call and fax/case volume.
• Maintain received mail and ensure timely handling of receipts
• Review (weekly/bi-weekly) with direct reports' quality interactions and performance.
• Ensure there is appropriate management presence during call center hours.
• Perform walk around review, discussions, and monitoring with agents to ensure proper responses are being provided to external customers. Train and monitor complaints.
• Triage and ensure medical questions are being transferred to the appropriate party and appropriate elevation of adverse events.
• Ensure the appropriate expectations for Quality Monitoring of Specialist phone calls: meet the departmental standards to ensure accurate, exceptional service and timely database entry.
• Manage, monitor and train staff regarding "Welcome Call" experience.
• Ensure products and items (e.g. patient materials) are successfully distributed through MSLL distribution vendors.
• Propose solutions, opportunities, recommendations for improvements.
• Work collaboratively with our BT (Business Technology) team to develop and maintain process from a systematic standpoint support Salesforce/iBond.
• Work collaboratively with our Specialty Pharmacy partners to support triaged patient's SRFs.
• Oversee the technical systems support for MSLL technologies to ensure the technical and functional needs of MSLL /N&I systems are met.
• Work with IT to identify "bug fixes" and brainstorm systemic enhancements for periodic upgrades and releases.
• Manage upgrades/production releases to ensure a seamless customer experience.
• Oversee Telecom/IS issues and improvements for Patient Support.
• Drive a Performance culture which includes mentoring, coaching, developing measurable objectives and overall performance management of staff.
• Run daily call reports to analyze volumes, trends.
• Create standard reporting package that provide high level insight for unit.
• Create standard reporting package on individual performance results that allow for employee differentiation.
• Report and analyze MSLL Data for Marketing and members of management.
• Provide training and scheduling of staff on procedures of the call center.
• Coordinate training with other appropriate departments such as USPS, USMI, Regulatory, HR, Legal, Compliance and IT.
• Ensure that all Standard Operating Procedures (SOP) are up to date, reflect the current process, and all staff is trained according to SOPs and staff are periodically audited, at a minimum, twice annually, to ensure compliance.
• Coordinate with Marketing to ensure proper literature is available to promote all programs.
• Prepare monthly analytics and reporting package for both Patient Solutions and Reimbursement Teams
• Oversee the expenses associated with a 8-10-member team (FTE, incentive programs, etc.).

Who You Are:
Minimum Qualifications:
• Bachelor's Degree in any discipline with 5+ years of experience in a pharmaceutical, healthcare, managed care, or insurance case management capacity
• 5+ years of direct management experience
• 3+ years of call center or contact center experience
• 3+ years of experience using SalesForce, or SalesForce Lightning

Preferred Qualifications:
• Master's degree or MBA
• Bilingual Spanish / English
• Experience in reimbursement and health care consulting, provider relations, operations, nursing, medical marketing, or customer service programs
• Experience working with Specialty Pharmacies
• Knowledge of Co-Pay foundations
• Strong computer skills including Windows systems
• Experience with attracting, retaining and engaging talent.
• Ability to translate complex information into succinct and impactful messages
• Ability to identify themes and data and make strong recommendations towards improvement in customer satisfaction and retention
• Strong understanding of current legal and regulatory environment a must and the ability to operate and be successful in such an environment
• Ability to consider and analyze a broad range of factors such as policies, practices and trends to make decisions, design plans, and develop tactics
• Current understanding of pharmaceutical and promotional rules and regulations
• Strong interpersonal and relationship-building skills. Ability to collaborate effectively across functions in a complex organization and business environment
• Ability to develop logical cases that effectively influence collaboration, alignment, and execution across all levels of the organization.
• Excellent team building skills with a creative approach.

RSRSOLocation

What we offer: With us, there are always opportunities to break new ground. We empower you to fulfil your ambitions, and our diverse businesses offer various career moves to seek new horizons. We trust you with responsibility early on and support you to draw your own career map that is responsive to your aspirations and priorities in life. Join us and bring your curiosity to life!

Curious? Apply and find more information athttps://jobs.vibrantm.com

The Company is an Equal Employment Opportunity employer. No employee or applicant for employment will be discriminated against on the basis of race, color, religion, age, sex, sexual orientation, national origin, ancestry, disability, military or veteran status, genetic information, gender identity, transgender status, marital status, or any other classification protected by applicable federal, state, or local law. This policy of Equal Employment Opportunity applies to all policies and programs relating to recruitment and hiring, promotion, compensation, benefits, discipline, termination, and all other terms and conditions of employment. Any applicant or employee who believes they have been discriminated against by the Company or anyone acting on behalf of the Company must report any concerns to their Human Resources Business Partner, Legal, or Compliance immediately. The Company will not retaliate against any individual because they made a good faith report of discrimination.

Job Requisition ID: 225292

Location: Rockland

Career Level: D - Professional (4-9 years)

Working time model: full-time