SUMMARY

Supervises the day-to-day operations of the Patient Support Department. Leads patient support associates’ activities, including, but not limited to, pre-procedure patient education, in-treatment patient support, and long-term follow-up. The Patient Support Manager will focus on providing high quality patient care, teamwork, as well as proactively managing and resolving patient or staff issues that arise. 

PRIMARY RESPONSIBILITIES

• Supervise the Patient Support department to ensure efficient operations in line with department strategy to include day-to-day operations of Patient Support Associates. 
• Develop and implement patient support solutions to meet patient needs and territory support.
• Ensure compliance with Company compliance.
• Serve as liaison between Field Sales Team, Inside Sales Support, Clinical Affairs, Sales Management, SPRcare, IT and other internal partners to resolve issues and activities related to patient support resources, support of the field sales team, and patient support technology. 
• Continuously analyze work group feedback and departmental needs. Develop ways to improve productivity, accuracy, and quality of patient support activities and collection of data. 
• Maintain departmental standards for quality, productivity, and workplace discipline. 
• Work with Sales Management Leadership to develop and rollout new policies, workflows, and expectations with all employees. 
• Interview candidates for Patient Support Associate as necessary to maintain appropriate staffing levels to meet Department needs. 
• Onboard and train new members of the Patient Support Department.
• Oversee performance and any related counseling of Patient Support Associates.  
• Oversee annual review process for Patient Support Associates.
• Responsible for PTO management to maintain appropriate phone support at all times. 
• Work alongside the Director to oversee call quality process for Patient Support Department.
• Generate reports on Patient Support metrics for routine review and presentation.
• Responsible for tracking and reporting out on important KPI information as requested by upper management. 
• Meets with Area Sales Management leadership frequently to align goals, collaborate, and resolve any concerns related to patient support.
• Develops and maintains workflows, guidelines, and training tools in collaboration with the Director.
• Lead by example and demonstrate the SPR Credo.
• Assumes responsibility for patient calls for department PTO and/or as needed as volume increases and until staffing levels are established.   
• Other related duties as assigned.

KNOWLEDGE AND SKILL REQUIREMENTS

Experience, Competencies, Education:

• Bachelor’s degree (or excellent related experience).
• Minimum 5 years of experience working in a customer facing industry. 
• Minimum 3 years of supervisory experience. 
• Working knowledge of Salesforce or other CRM.
• Ability to organize, prioritize, and supervise in a fast-paced environment with demanding internal and external deadlines.
• Strong self-starter who is also an effective leader and team player.

Beneficial Skills and Experience:

• Supervisory experience in a healthcare intake or related clinical field.

WORKING CONDITIONS

• Ability and willingness to “get the job done”, and work flexible and extended hours as needed for business needs.
• Office environment (does own documentation and interacts directly with others in virtually all situations).
• Travel: Will be minimal, primarily attending conferences, trainings, field observation for training purposes.