POSITION SUMMARY :
Reporting to the Senior Manager, Training Excellence (Corporate) within the Performance Excellence team, the Performance Excellence Collaborator is part of a multi-
disciplinary team focused on providing enterprise wide support based on the business’ current priorities and can be accessed to augment existing resources in various areas of the business.
The Performance Excellence Collaborator is a highly skilled, flexible and agile associate ready to focus on various opportunities such as Reimbursement Support, Call Excellence (call quality evaluation), Training facilitation, Cameron Stewart Lifesciences support, and other duties as required.
PRIMARY DUTIES AND RESPONSIBILITIES :
Assist with reimbursement support including investigation / renewals and management of retroactive reimbursement
Coordinate and manage all aspects required in order to obtain prescription drug coverage for patients
Coordinate cases with insurance companies, physician’ offices and healthcare professionals in order to maximize reimbursement solutions
Coordinate documents, submissions and all related paperwork to insurance companies, public / federal funding programs
Implement Financial Means Test as required in an effort to maximize patient’s prescription drug coverage
Coordinate pharmacy processes required once funding has been obtained
Conduct follow-up calls to patients, payers and HCPs as required based on Program SOPs
Comply with all appropriate policies, procedures, safety rules and regulations
Conduct call monitoring utilizing the Avaya, NICE, I3 and ICBM phone methodology, and sampling
Complete and send call evaluations to associates and provide constructive feedback supporting associate development
Makes recommendations to the Senior Manager Training Excellence (Corporate) on training opportunities to improve operational performance through business level data analysis
Provide immediate feedback to the Senior Manager Training Excellence (Corporate) that requires performance or corrective action per the quality review process, and adherence to all policies and procedures of the program and organization
Participate in call calibrations to ensure credibility and consistency of the quality monitoring scoring process
Complete outgoing calls, as required, including market research surveys, calls to physician’s offices, pharmacy calls
Assist with copay processing and pharmacy accounts receivable including calls to pharmacy and patients, troubleshooting financial assistance issues, etc.
Develop training materials such as e-modules, live sessions and webinars to meet business needs as required
Incorporate interactivity (games, exercises, quizzes) in learning materials to increase engagement and retention of material
Facilitate Associate training as required including Reimbursement and Customer Service modules
Manage multiple competing priorities to meet established deadlines demonstrating organizational maturity
Make decisions effectively and take initiative with minimal direction
Responsible for utilizing all technology and resources effectively and efficiently
What your background should look like (minimum qualifications)
EXPERIENCE AND EDUCATIONAL REQUIREMENTS :
Completion of a Bachelors’ degree program or equivalent combination of experience and education of at least 3-5 years in a related field
Proven expertise in patient reimbursement services with both private and public payors
Knowledge of biologics, specialty drugs or the pharmaceutical industry is preferred
Broad training in fields such as business administration, operations, continual process improvement, and quality
Advanced communication skills
Quality and / or process improvement experience an asset
Bilingualism an asset
Excellent proficiency with all Microsoft Office applications
Advanced Power Point skills required
Professional / courteous / efficient telephone manner
Extensive and proven excellent customer service skills
MINIMUM SKILLS, KNOWLEDGE AND ABILITY REQUIREMENTS :
Strong ability to adapt to change and desire for changing priorities and variety in their work
Customer and results focused
Demonstrates strong interpersonal and partnership skills
Strong verbal and written communication with the ability to communicate within cross-functional / organizational teams
Ability to work independently and in a team environment
Strong time management skills and multi-tasking abilities, ability to prioritize, organize and plan work
Ability to effectively cope with change, and can decide and act without having the total picture
Models a professional and responsible demeanor at all times
Able to respond / react with appropriate urgency / professionalism and make decisions under pressure
High level attention to detail
Positive, team-oriented attitude and approach to getting work done
Advanced ability to learn and understand new systems and software
Nice to haveWhat AmerisourceBergen offers WHAT AMERISOURCEBERGEN OFFERS : We offer competitive total rewards compensation.
Our commitment to our associates includes offering benefit programs that are comprehensive, competitive and will meet the needs of our associates.
Competitive compensation packages
Comprehensive health and dental plans
Flexible & remote working options
Online peer-to-peer recognition program
Corporate discounts with multiple establishments, including fitness centers
Health & Wellness program with onsite yoga and massage therapy
About AmerisourceBergen ABOUT AMERISOURCEGERGEN : AmerisourceBergen is a publicly traded Fortune 11 global healthcare solutions company and is one of the world's largest pharmaceutical services companies.
Innomar Strategies , a part of AmerisourceBergen, is Canada’s leading patient support provider for specialty pharmaceuticals.
Through our Integrated Service Model, we deliver customized solutions to improve product access, increase supply chain efficiency, and enhance patient care.
Innomar is the trusted expert in specialty pharmaceuticals with an unwavering commitment to patients.