Associate Director, Customer Reimbursement Services
Location
Bridgewater, NJ | United States
Job description
Job Title
Associate Director, Customer Reimbursement Services
Requisition JR000013927 Associate Director, Customer Reimbursement Services (Open)
Location US Specialty Brand Headquarters - USA501
Additional Locations Atlanta, GA, Bedminster, NJ, Bridgewater, NJ, Charlotte, NC, Chicago, IL, Jacksonville, FL, Orlando, FL, Philadelphia, PA, Savannah, GA
Job Description The Associate Director, Customer Services, will be responsible for overseeing and leading key projects within the Customer Strategy and Services team. This individual will understand the customer experience and be responsible for delivering enhancements and services that streamline the reimbursement process. This individual will meet with customers and utilize market research to implement effective strategies that will help guide the organization in delivering the best possible customer experience while recognizing and adhering to all compliance guardrails. This role will have hands-on management of vendors and working cross functionally to support the development and maintenance of continuous quality improvement processes. This NJ office or remote-based position requires an individual that collaborates well with other cross-functional partners and key stakeholders to ensure that brand objectives and outcomes are met. Position will require 25% travel to US destinations.
Primary Responsibilities - Continuously evaluates and evolves brand reimbursement services, creating efficiencies and improving experience to drive results. Utilizes data, insights, and feedback to continuously optimize support services, positioning, and messaging.
- Develops and manages vendors associated with the customer experience and works closely with program partners to monitor SOP compliance.
- Collaborates across Global Patient Access team, marketing and leadership teams to develop reimbursement and office tools and offerings that are aligned with the strategic vision and goals.
- Represents Customer Experience in senior leadership / Hub/specialty pharmacy business review meetings; create relevant presentations for leadership/business review meetings.
- Collaborates in the development of tools and resources for use with HCP's and to engage them regarding services available while enhancing the experience.
- Collaborates with Market Research/consultants and elicits feedback from customers to continually evaluate reimbursement process or offerings.
- Partner with Access & Reimbursement counterparts (field and leaders), Marketing, Market Access and Trade team, Sales Field Teams, along with external partners such as Pharmacy Providers to identify gaps and ensure best-in-class offerings and services.
- Collaborates with internal and external partners to ensure all programs meet legal, regulatory, quality, and compliance standards.
- Drives executional excellence while working closely with the HUB Program Team, Internal Stakeholders, and Legal and Compliance to ensure adherence to company policies and guardrails while continuing to evolve processes/SOPs/Policies across teams for enhanced customer experience.
- Develops and tracks KPI's, continually assessing and monitoring impact of reimbursement services, including feedback from customers and internal stakeholders.
- Leads through case reviews and escalation trends solution development and cross-functional action plans around improvement. May also include point of contact for triaging cases throughout internal and external key points of contact and working closely with Hub team role on monthly reporting and tracking of trends for continuous improvement and actions
- Collaboration with trade team on ensuring specialty pharmacy programs are optimized as added to network.
- Lead customer insight processes such as ad boards or other input into marketing research projects.
- Focused efforts on intake and processing of referrals including ePA and eRX new solutions including vendor assessments and capabilities to enhance current program offerings. This role should continue to remain up to date on technology and industry vendor offerings to continue to provide insights on new solutions for consideration
- Core lead for continuing to manage through annual re-enrollment period and re-verification process throughout the year.
Requirements - Bachelor's degree or equivalent experience.
- Minimum of 10 years of experience in the specialty pharmaceutical reimbursement space with a specialty pharmacy, biotech/specialty pharmaceutical manufacturer or payer.
- Must have a deep understanding of benefit designs, payer processes, prior authorization, and appeal processes.
- Must understand manufacturer hub processes, including Patient Assistance services including copay assistance, product assistance and sample/starter programs.
- Must possess excellent problem-solving capabilities and working cross-functionally within groups to influence without authority.
- Mature individual who is conscientious, detail-oriented, and highly organized with the ability to schedule and complete a significant amount of work within time requirements; can work independently with minimal supervision or as part of a team to accomplish his/her tasks; and possesses project management skills.
- Excellent written and verbal skills and be comfortable providing feedback to staff and/or vendors that they may manage.
- Express opinions or information in a clear, concise, and friendly manner on a level understandable to the audience to which it is intended is critical.
- Must be willing to travel and to work long and/or irregular work hours as necessary.
- Extreme sense of urgency and dedication to helping improve patient lives is necessary.
Position located in Bridgewater, NJ or Remote Based Home office location.
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