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HUB Case Manager
| Company | McKesson |
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| Location | Morrisville, NC, USA |
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| Salary | $26 – $27 |
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| Type | Full-Time |
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| Degrees | |
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| Experience Level | Senior |
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Requirements
- Typically requires 5+ years of related experience.
- HS Diploma or equivalent
- 4+ years’ customer service experience
- Ability to actively monitor workflow and provide technical coaching and feedback to front line employees regarding quality service and output.
- Proven problem solving skills and the ability to successfully adapt to changes that impact volume at program level.
- Demonstrated organizational skills and attention to detail.
- Ability to identify, analyze and resolve issues within a specified time frame.
- Strong written, interpersonal, listening and verbal communication skills. The ability to interface positively with customers, clients and employees.
- Ability to learn quickly and process flow knowledge of Hub related services i.e. Benefits Investigation, Patient Assistance Program, Co-Pay Services etc.
Responsibilities
- Daily first line support of Patient Services Specialist for a wide variety of program, procedural and systems issues.
- Monitors incoming fax queues, workload and assigns and route daily work to frontline staff to ensure productivity levels are achieved with in a specific program/indication.
- Reviews case documentation to ensure quality and accuracy of frontline staff output.
- Provides operational support to the Supervisor and Unit Coordinator and act upon undesired results for productivity and workflow management.
- Available to support other franchises/indications within the same program and provide back-up support to other SMEs on the team
- Interacts with other departments (quality, client management, pharmacy) to support Hub services related activities, goals, and objectives.
- Provides training and technical support for onboarding of new hires on the team and ensure readiness before new hires go live.
- Cover staffing gaps and assist with front line activities during busy times by processing cases to ensure no impact on program level productivity.
- Review escalations and assist in resolving escalated cases and work collectively with front line staff and client management team for resolution.
Preferred Qualifications
- Patient Access and Reimbursement experience preferred
- Ability to multi-task and manage multiple priorities within a changing environment
- CPR+ system knowledge preferred
