Supervisor, Customer Business Operations - Chesapeake, Virginia
As a member of the corporate team, you’ll focus on enhancing the relationship with our clients as we provide outstanding business solution services. Within departments like Accounting & Finance, Human Resources, and Engineering, Conduent is actively staffing all teams with roles like Recovery Analyst, Client Services Specialist, and Senior Management Consultant. At Conduent, we give our employees the opportunity to further develop their career skills with the intention of growing them into leaders within the organization.
- Full Time
- Professional Development Opportunities
What will make you successful at Conduent?
Check out the traits we’re looking for and see if you have the right mix.
- Adaptable 9
- Detail-Oriented 9
- Multi-Tasker 8
- Strategic 10
- Expressive Presenter 6
- Conceptual 4
Conduent is proud to offer comprehensive and competitive benefits that reflect the value of our employees. Benefits will differ by country, please contact your recruiter for details specific to your location.
Maintaining a work/life balance is the key to success.
Department learning opportunities and company-wide digital knowledge share.
Additional resources to support employees with families.
Conduent offers programs to help advance the careers of our employees.
The Conduent Patient Access Solutions group is dedicated to delivering the highest-quality, leading-edge services so patients can experience the best possible medical outcomes.
The Program Supervisor strives to manage program staff, activities, processing, order fulfillment and deliverables associated with assigned Reimbursement Program(s).
The Supervisor will be expected to lead a team of Reimbursement Specialists and Case Managers and reports to the Program Manager.
Key Job Responsibilities:
(Duties may include, but not limited to all or some of the following)
Supervise, train and direct the activities of the staff for reimbursement and access program(s)
Exhibit strong knowledge of pharmaceutical reimbursement environment and funding sources, including but not limited to Pharmacy and Medical benefits design, Affordable Care Act, Medicare, Medicaid, managed care organizations, VA, etc. to ensure staff is performing the appropriate reimbursement service(s) for each case and apply knowledge to maximize program processes
Exhibit/Maintain subject matter expertise (clinical knowledge is not required) in the area of liver disease, including but not limited to the condition, treatment, and community to ensure staff is providing the appropriate support / service(s)
Understands prescription drug benefit management techniques including Formularies, Prior Authorizations, etc.
Maintain program processes while continuously looking for design improvements to positively impact program profitability
Work in conjunction with Manager regarding day-to-day activities and continuous process design
Manage the quality, productivity and case processing within the department
Insure adherence to and maintain the program SOPs, KPIs and business rules
Ensure quality within department through call monitoring and case audits
Provide training and ongoing performance feedback
Handle escalated calls into the program in a call-center environment
Complete bi-weekly time sheets and distribution of pay checks
Run and validate all department reports (both internal and external)
Act on manager's behalf in her/his absence
Interact with pharmacies and / or distribution centers as part of program business rules
Advocates on behalf of the patient or the provider to problem-solve any issues or obtain necessary information
Performs clerical and administrative functions such as mailing and faxing correspondence, data entry, scheduling, etc.
Reports Adverse Events (AE) and Product Quality Complaints (PQC), as required and as per policy
College degree (Associates or Bachelors)
3 to 5 years prior call center supervisory experience in specialty pharmacy, medical insurance or pharmaceutical manufacturer
Product launch experience
Knowledge of Reimbursement investigation and counseling, i.e. Private and government insurance investigation, medical & pharmacy benefits, Advocacy counseling, Alternative payment options (third party payers) and Insurance and medical coding (ICD9/10, J coding, etc.)
Strong knowledge of patient assistance programs, healthcare benefits, coordination of benefits (COB) etc. highly preferred
In depth knowledge of customer service operations
Excellent interpersonal skills
Extremely customer focused
Ability to handle multiple tasks and solve complex problems
Very strong management techniques
Clinical knowledge as it pertains to program
Team player/consensus builder
Ability to write/speak clearly and concisely
Ability to interact with a diverse group
Strong organizational and presentation skills
Bilingual Spanish a plus
Working knowledge of Microsoft Office (Word, Excel, Outlook)
Must be able to work on a rotational basis; shift hours between 7:45 am – 8:15 pm.
Conduent is the world's largest provider of diversified business process services with leading capabilities in transaction processing, automation, analytics and constituent experience. We work with both government and commercial customers in assisting them to deliver quality services to the people they serve.
We manage interactions with patients and the insured for a significant portion of the U.S. healthcare industry. We are the customer interface for large segments of the technology industry and the operational and processing partner of choice for public transportation systems around the world.
Whether it's digital payments, claims processing, benefit administration, automated tolling, customer care or distributed learning - Conduent manages and modernizes these interactions to create value for both our clients and their constituents. Learn more at www.conduent.com.
Conduent is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, gender expression, sex/gender, marital status, sexual orientation, physical or mental disability, medical condition, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law. People with disabilities who need a reasonable accommodation to apply for or compete for employment with Conduent may request such accommodation(s) by clicking on the following link, completing the accommodation request form, and submitting the request by using the "Submit" button at the bottom of the form. For those using Google Chrome or Mozilla Firefox please download the form first: click here to access or download the form.
The Conduent difference
We’re the world’s largest business process services company — and we’re modernizing the constituent experience.Learn More
We improve moments in millions of lives in a variety of industry sectors.Learn More
We celebrate new ideas and turn them into unique customer value.Learn More