Supervisor / Sr. Supervisor, Access Solutions

South San Francisco, California
United States

Job ID: 3409942318

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The Position

Genentech Access Solutions is committed to ensuring that costs are not barriers to patients getting the medicines they need to start and stay on therapy. Our knowledgeable and experienced Specialists help customers and patients navigate the access and reimbursement process. We understand each patient's insurance and financial situation is unique, and we offer a full range of programs and services to meet their access and reimbursement needs. Supervisors:
  • Identifies and communicates vision and strategy to team
  • Performs ongoing analysis of existing operations and implements new functions and tactics as required
  • Identifies trends/obstacles for distributor/vendor relationships and reimbursement activities
  • Keeps current with applicable laws, regulations and policies that govern the conduct of activities and ensures staff members are adhering to these guidelines
  • Maintains timely and effective communications with management regarding departmental issues
  • Manages the daily workflow, ensuring adequate coverage is available on a daily basis
  • Investigates and responds to customer complaints while concurrently instituting necessary improvements to avoid recurrence
  • Ensures accountability for project timelines and SMART goals
  • Provides staff with clear expectations, consistent direction, coaching and feedback
  • Provides first line of support for escalated calls and external customer support issues
  • Sets performance standards and conducts staff performance evaluations
  • Identifies internal and external training requirements
  • Works with internal business partners/stakeholders to understand their strategies and goals for integration into departmental goals and objectives
  • Creates, disseminates and directly manages special projects, audits and reports for team
  • Identifies and undertakes a variety of special projects aimed at increasing effectiveness and finding efficiencies; also participates on cross-functional teams that help further operational success
  • This position may require some travel and flexibility in work shift

Who You Are

The successful candidate will demonstrate the following competencies critical to this role:
  • Decision making – Thinks through problems clearly and logically; is decisive
  • Communication – Listens well; expresses ideas fluently and logically; is open to input and can be depended on for truthfulness
  • Achieving results – Is goal-directed and persistent; is accountable for meeting commitments’ recognizes the contributions of peers
  • Feedback and coaching – Seeks candid feedback on performance; provides feedback to others’ manages career to personal goals
  • Bachelors degree is preferred
  • Experience in contact center management including, but not limited to, scheduling, call monitoring, call forecasting and data management
  • At least 4 years experience in the healthcare/ healthcarereimbursement field combined with some people management experience
  • Proven ability to plan, prioritize, and manage processes
  • Proficient in all aspects of reimbursement (i.e., payer reimbursement policies, regulatory, and administrative rules).
  • Demonstrated expertise in Access Solutions systems, processes and policies preferred
  • Excellent knowledge of the managed care industry including government payers preferred
  • Possess excellent interpersonal skills with a proven ability to produce quality work under pressure
  • Possess strong analytical skills, business and financial acumen, and capable of effective use of market research, forecasts and business analytics
  • Possess basic understanding of the pharma/biotech industry, Genentech business model, brand and marketplace, preferred
  • Demonstrate strong customer orientation/focus
  • Ability to motivate and energize others while displaying respect for diversity and fairly managing conflict
  • Demonstrates oral and communication skills including presentation skills.

Who We Are

A member of the Roche Group, Genentech has been at the forefront of the biotechnology industry for more than 40 years, using human genetic information to develop novel medicines for serious and life-threatening diseases. Genentech has multiple therapies on the market for cancer & other serious illnesses. Please take this opportunity to learn about Genentech where we believe that our employees are our most important asset & are dedicated to remaining a great place to work.

The next step is yours. To apply today, click on the "Apply online" button.

Genentech is an equal opportunity employer & prohibits unlawful discrimination based on race, color, religion, gender, sexual orientation, gender identity/expression, national origin/ancestry, age, disability, marital & veteran status. For more information about equal employment opportunity, visit our Genentech Careers page.

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