Job Summarv:Supervises all Patient Assistance Program customer service activities, data entry, order fulfillment, etc., within specific PAP department.
Key Job Responsibilities:
(Duties may include, but not limited to all or some of the following)
• Supervise and direct the activities of the PAP personnel
• Assure timely processing of applications
• Monitor calls handled by CSAs
•Insure adherence to the program SOPs and business rules
• Provide training and ongoing performancefeedback for CSAs and Data Entry Administrators
•Complete bi-weekly time sheets and distribution of pay checks
• Handle escalated calls into the PAP
• Oversee daily staff coordination
• Interact with distribution center
• Run daily department reports
• Review external correspondencesfrom PAP
• Provide phone coverage
• Troubleshootinternal processes
• Measure performance against standards
• Act on manager'sbehalf in her/his absence
• Interact with IT/IS department
• Work in conjunction with Department Manager regarding day-to-day activities and continuousprocess design improvement