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Director, Patient Support Services

Aplica ya
Mapa de ubicación: Northborough, Massachusetts, United States Full time R1266612

Descripción del trabajo

Position Summary:

Directly manages the relationships with the manufacturer and AllCare Plus Pharmacy Manufacturer Support Services Division. Supervises and coordinates daily workflow of staff within the specific manufacturer program. Responsible for training new hire staff as well as current staff members to ensure that all employees are fully trained on AllCare Plus Pharmacy’s current policies and procedures, job expectations and responsibilities, as well as company growth and industry changes.

The information contained herein is intended to be an accurate reflection of the duties and responsibilities of the individuals assigned to this position. They are not intended to be an exhaustive list of the skills and abilities required to do the job. AllCare Plus Pharmacy reserves the right to revise the job or to require that other or different tasks be performed as assigned.

Primary Responsibilities:

Determine work procedures and expedites daily workflow of specific HUB Client Schedule staff and make necessary changes to reduce overtime to limit company expenses Monitor and verify call center staff phone calls with patients, providers and third party payers Review accuracy on insurance and provider communication for faxing Address staff and customer questions and recommend corrective services Update SOP’s per client request and/or change in protocol while maintaining version control Collect research and data to compile into reports and presentations Delegated to be the direct point of contact with client Provide product/service information to customers, providers and fellow employees Provide key updates and quarterly business reviews for client Keep equipment operational by following established procedures and report malfunctions

Additional Responsibilities:

Updates job knowledge by participating in educational opportunities

Required Qualifications:

Associate’s Degree or higher 2-4 years previous management experience leading a team of 5 or more people Strong analytical mind with problem-solving aptitude Exceptional verbal and written communication skills Minimum 5-7 years of pharmacy, healthcare or related work experience Data entry skills and ability to type 30wpm+

Preferred Qualifications:

Understanding of insurance and adjudication processes Proficient in cross training in various departments, knowledge of interdepartmental coordination and communication procedures

Professional Competencies:

Business Skills and Knowledge

  • General Management

Demonstrate analytic and problem solving skills, and understand the impact of individual

decisions on other parts of the organization and the environment.

  • Financial management

Understanding of financial analysis, reimbursement techniques and strategies, and

financial outcome measures. Application of financial analysis and planning to achieve

organizational objectives.

  • Quality improvement

Application of techniques that continually improve the quality of care provided, patient

safety, organizational performance, and the financial health of the organization.

Knowledge of the Health Care Environment

  • Health Care Systems and Organizations

Demonstrate an understanding of how the various components of the health care

system is organized and financed, and how they interact to deliver medical and health


  • The Patient’s Perspective

Understand the patient experience, demonstrate a commitment to patients’ rights and

responsibilities, and ensure that the organization provides a safe environment for

patients and their families.

Communication and Relationship Management

  • Relationship Management

The ability to build and maintain relationships with internal as well as external

stakeholders that are anchored in trust and where decision-making is shared.

  • Communication Skills

Be able to utilize verbal, written and presentation skills to communicate an

organization’s mission, vision, values and priorities to diverse audiences.


  • The ability to inspire individual and organizational excellence, create and attain a shared vision

and successfully manage change to attain the organization’s strategic ends and successful



  • The ability to align personal and organizational conduct with ethical and professional standards

that include a responsibility to the patient and community, a service orientation, and a

commitment to lifelong learning and improvement.

At IQVIA, we believe in pushing the boundaries of human science and data science to make the biggest impact possible – to help our customers create a healthier world. The advanced analytics, technology solutions and contract research services we provide to the life sciences industry are made possible by our 70,000+ employees around the world who apply their insight, curiosity and intellectual courage every step of the way. Learn more at

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other status protected by applicable law.

IQVIA, Inc. provides reasonable accommodations for applicants with disabilities.  Applicants who require reasonable accommodation to submit an application for employment or otherwise participate in the application process should contact IQVIA’s Talent Acquisition team at to arrange for such an accommodation.

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