The BioPharmaceuticals Business Unit (BBU) creates and executes meaningful therapeutic area and product strategies that are focused on addressing the unmet needs of patients around the world. We are committed to changing the course of medicine and bringing innovative therapies to enhance the quality of life for our patients. The BBU integrates commercial, market access, medical, digital, and corporate functions to drive scientific development and commercial excellence in the core areas of respiratory, cardiovascular, renal and diabetes disease.
As a Patient Access Manager, you'll play a pivotal role in channeling our scientific capabilities to make a positive impact on changing patients' lives. North American Commercial is the 'face' of AstraZeneca to our many healthcare clients. They represent many of the most well recognized and respected products in the industry and build strong relationships with healthcare professionals.
The Patient Access Manager (PAM) will be an essential member of the Access 360 team. This position is responsible for supervising the day to day activities of the Access 360 team members which may include Intake Specialist, Patient Access Specialist, Patient Access Team Leads and Patient Access Associates. Access 360 team members will include AstraZeneca full time and/or External Managed Resources (EMRs). The EMRs or Contingent Worker positions will include both seasonal hires and longer-term roles. The PAM responsibilities will include recruiting, onboarding, training, productivity/quality monitoring, coaching and performance reviews. The PAM will provide their subject matter expertise to address complex coverage and reimbursement escalations. The PAM will support the implementation of new capabilities, program enhancements and collateral for the Access 360 program. This position will also attend various meetings, trainings and conferences to represent Access 360. The PAM will collaborate with the following departmental team members to successfully execute all program requirements: Sr. Program Managers, Work Force Management team, PMO team, Quality and Training team, and Marketing Team.
Key Roles / Responsibilities
Recruit, train, manage, coach and contribute to retention efforts of employees
Plan, organize, and direct day to day activities for Access 360 team to ensure 100% case fulfillment with 100% customer satisfaction o Manage assignments and troubleshooting
Collaborate with Workforce team to schedule team members appropriately to match the demands of the daily/weekly/monthly workflow
Actively coach team members to maximize performance
Maintain morale and work standards to ensure compliance with federal, state, local and company policies
Directly monitor the timeliness and quality of support provided by agents
Assertively seeks solutions at the root level of problems
Monitor and report program performance and results against Key Performance Indicators (KPIs) and global standards
Communicate all production and non-production standards, guidelines and information to the supervised staff
Ensure on-time delivery of performance reports and responses to inquiries from other functional areas
Support the development of plans to meet future resource needs
Work with Access 360 Quality and Training team to establish training plans for the supervised staff
Conduct employee evaluations and coach employees on their individual development plans
Provide weekly feedback to External Resource Management Organization (ERMO) point of contact on the performance of all EMR Contingent Worker team members
Provide sound analytics and solutions around general reimbursement trends and access barriers
Prepare and present presentations to Senior Leadership summarizing service utilization, gaps, improvements and opportunities
Support development and implementation of collateral and processes for the Access 360 program, including but not limited to standard operating procedures, work instructions, reference documents, business rules, call scripts, templates, training presentations, and certification requirements
Support implementation of new Access 360 program capabilities including participation in design/brainstorming meetings, requirements gathering, review and project implementation meetings, user acceptance testing, verification of production.
Participate upon request in various meetings or communications with cross functional teams (Field Reimbursement Manager (FRM) Regional calls, Strategic Field Communications, Patient Safety, Commercial Learning, Marketing, Compliance, etc) to represent Access Services.
Support the Senior Program Managers in assessing and meeting the Therapeutic Area (TA) resource needs
Provide support as required to the Operations Director(s) to assist in the fulfillment of his/her responsibilities
Ability to hire, train, manage, coach and retain staff
Ability to drive projects and cases to completion, be self-directed, have excellent verbal and written communication skills
Analytical thinking, problem solving and decision making
Effective organizational management
Provide organization systems for designing and measuring work processes
Dedication to continuous improvement through empowerment and management by data and market research
Creates a climate in which people want to do their best
Can motivate many kinds of direct reports and team or project members
Expertise in using Word, Excel and PowerPoint
Can design practices, processes, and procedures which allow managing from a distance
Dedicated to providing organization or enterprise-wide common systems for designing and measuring work processes
Ability to multitask and manage multiple parallel projects
Business acumen; knowledgeable in current and possible future policies, practices, trends, technology and information affecting Access Services programs
Managing through ambiguity
Managing without authority
Bachelor's degree or 10+ years of healthcare/healthcare reimbursement experience in lieu of a degree
Minimum 5 years of healthcare/healthcare reimbursement experience; high level of proficiency in reimbursement and access
Benefit investigations, specialty pharmacy distribution
Commercial and Government payer reimbursement policies and procedures, regulatory and administrative rules
Expert knowledge of specialty medicines
Proven track record for consistently meeting or exceeding qualitative, as well as any relevant quantitative, targets and goals
Experience with HIPAA policy, patient access data and analytics
Business travel, by air or car, may be required for internal and external business meetings up to 20%
Must be able to support all hours of operations (Hours of operations are 8am-8pm ET)
Master's Degree in related field
Billing/Coding background in buy and bill and Specialty Pharmacy markets
Project Management experience
Next Steps - Apply today!
To be considered for this exciting opportunity, please complete the full application on our website at your earliest convenience - it is the only way that our Recruiter and Hiring Manager can know that you feel well qualified for this opportunity. If you know someone who would be a great fit, please share this posting with them.