Back to jobsProvide direction and guidance on day-to-day Patient Services operations to Case Managers and Associate Case Managers
Build and sustain positive, effective working relationships with key internal and external customers
Responsible for identifying regional trends and driving the development and implementation of short and long-term strategies
Maintain close collaboration with key functions and support business work streams to achieve company goals and objectives
Work closely with regional leadership team to ensure customer success for staff and patients
Work collaboratively with other members of the Patient Services management team to proactively drive business process improvements.
Actively participate and be responsible for recruiting activities for respective team
Identify and address training, performance, and competency needs to ensure achievement of business objectives. Continuously assess performance and work environment needs against business need. Identify external and internal factors impacting performance and develop a plan to address them
Ensure functional coverage of hours of operation. Manage caseload distribution to enable individual and business unit success
Act as resource to employees, in management and technical knowledge, as appropriate
Ensure that staff documents/records all interactions with patients, caregivers/family members, health care providers, payers, and service partners in the CRM.
Develop and implement tracking and measurement systems. Ensure data integrity of direct reports’ data entry. Assign, manage and report on goals and performance to goals
Review and monitor specific customer requests to ensure excellent customer service and customer experience
Manage and ensure there is a high level of focus on customer service. Ensure that customer complaints and inquiries are satisfactorily resolved
Stay abreast of the changing conditions in the market to ensure that all patient service’s activities reflect actual business/organizational needs while meeting the needs of the target audience and maintaining highest quality of service
Enhance the customer experience via benchmarking and external and internal customer feedback
Keep current on reimbursement trends
Manage own workload, prioritize, plan, and organize projects and work with respect to timelines
Complies with all corporate policies, internal procedures and training and applicable laws and industry codes in collaboration with Alnylam Legal, Regulatory and Compliance
