As we continue to grow, we are seeking a Supervisor of Patient Services to join our award-winning specialty pharmacy team.

About Ardon Health At Ardon, we are passionate about our mission to inspire people and improve lives through the delivery of high-quality, compassionate healthcare services. Our innovative work environment in Portland, Oregon, centers around uplifting collaboration with our employees as we care for patients. Our commitment to cultivating talent and fostering growth within our organization keeps Ardon ranked among the top 100 companies to work for in Oregon.
*Recognized as a Top Workplace by the Oregonian in 2021, 2022, and 2023* Our specialty pharmacy Our state-of-the-art specialty pharmacy provides medications that are often used to treat complex or rare conditions. We deliver services to enhance the patient experience within the comfort of their home. We remove barriers to care and provide patients with the education, clinical care and supportive services they need on their treatment journey. We work to build trusted relationships and to be a resource where patients can turn for help. What it’s like to work with our team Our progressive work environment embodies the notion that life is meant to be shared and lived well, through hard work, compassion, and camaraderie. Together, we enjoy team meals and celebrate events and company milestones. Employees like to relax in our lounge equipped with amenities that promote wellness and fun. We volunteer to support patient advocacy organizations within our community. Our employee-run DEI Group is dedicated to diversity and inclusion.
To learn more about our team and what we do, watch our video at https://vimeo.com/320864889 . Join us! Do you want a dynamic career opportunity where you can make a difference? Explore the potential of your pharmacy experience in an elevated role.
We are recruiting a Supervisor of Patient Services to join our team of health care professionals. The Supervisor of Patient Services provides leadership to the customer service staff to ensure patient inquiries are adequately answered and effectively resolved. Assists team with troubleshooting, and resolution of escalated inquiries. Works with staff to promote a high degree of patient focus and dedication to exceed expectations. The Supervisor of Patient Services is further responsible for assisting with quality assurance, process improvements, audits, accreditation, surveys, tracking, workflow, and providing support in other functional areas of operations in the call center.
Job type: FT
Pay range: $66,002.98- $82,522.55 annually, depending on experience.
Benefits:

• Competitive pay
• Flexible PTO and paid company holidays
• Medical, dental, vision, disability, and life insurance
• 401(k) match

Position responsibilities:

1. Provides day-to-day leadership guiding the team to success in achieving patient service goals.
2. Continuously assesses workflows in order to better understand the needs of the customers and organization.
3. Provides effective two-way feedback to motivate high performance and a productive environment.
4. Monitors staff members’ performance and schedules according to departmental standards.
5. Ensures all customer service staff are properly trained/cross-trained and adheres to defined security procedures, as well as communicates sources of potential loss to management.
6. Works with compliance to perform monthly audits of departmental files, procedures, and records to ensure quality and compliance.
7. Partners with Clinical and Operational departments on patient satisfaction issues and in support of policy and communications.
8. Develops and manages departmental reports for volume, service levels, productivity, and other markers.
9. Develops escalation processes that empower customer service staff to meet patient needs.
10. Recruits, selects, trains, develops, evaluates, motivates, terminates, and retains staff for the successful performance of the department and achievement of company objectives.
11. Trains new employees on operational compliance and performs annual training for current employees.
12. Plans, prepares, and devises work schedules according to budgets and workloads.
13. Develops, recommends, and implements programs and objectives to achieve business strategies and goals relative to profitability, cost control, and organizational effectiveness.
14. Develops, recommends and implements short- and long-range objectives.
15. Demonstrates the behavioral and technical competencies necessary to effectively complete job responsibilities. Takes personal initiative for technical and professional development.
16. Recognizes customer needs, delivers on customer commitments, recovers quickly from errors, and removes barriers to customer service.
17. Audits customer services accreditation standards for consistency and periodic recertification.
18. Works with the Legal & Regulatory department on compliance audits and documentation of training.
19. Provides scripts to guide phone calls.
20. Keeps abreast of new company products and services.
21. Handles major incidents that cannot be resolved by customer service staff.
22. Analyzes data and statistics.
23. Trains customer service staff on how to adequately address problems over the phone and how to write correspondence.
24. Continuously monitor’s shipping exceptions and best practices
25. Maintains active Oregon license. Informs supervisor within 1 business day (and Oregon Board of Pharmacy within 10 days) of any arrests, convictions, suspected or known violations of law, or any other conduct that might affect or has affected license status. Reports to Oregon Board of Pharmacy within 15 days any changes to name, residence address, or mailing address, email, phone, or employment.
26. Regular attendance in conformance with the standards, which may be revised from time to time, is essential to the successful performance of this position.
27. Actively participates and provides support as needed to leadership and quality program staff to ensure activities related to the company’s quality management program and quality improvement activities maintain priority focus and are effectively executed. This may include but is not limited to activities that promote objective and systematic measurement, monitoring, and evaluation of services and defined Quality Improvement Projects (QIPs) that may result from such efforts.
28. Complies with the company’s Human Resources policies, Employee Handbook, Code of Conduct, and all department policies and procedures, including protecting confidential company, employee, and customer information; attending work punctually and regularly; and adhering to good safety practices in all activities.
29. Performs other duties and projects as may be assigned.

1. Performs or supports administrative tasks as needed.

Position Specifications:

1. Education and experience

1. Required:
   1. 1. High School diploma or GED
      2. Active Oregon Pharmacy Technician License or Certified Oregon Pharmacy Technician License.
2. Preferred:
   1. 1. Bachelor’s degree or equivalent
      2. A minimum of two years Customer Service experience in a supervisory or management role.
      3. A minimum two years’ experience in a medical office, call center, health insurance plan, or pharmacy.
      4. Minimum one year experience in auditing, accreditation, staff training, issue resolution, and process improvement.

1. Physical and mental functions and activities
   1. Must demonstrate leadership and management skills.
   2. Must be able to communicate ideas and recommendations to all levels of staff within the company, using tact, courtesy, persuasion, and discretion to achieve objectives.
   3. Must be able to work under pressure and meet deadlines, with the ability to adapt quickly to changing requirements.
   4. Must be able to effectively solve complex problems by developing and driving corrective action plans.
   5. Must have excellent verbal, written, and interpersonal communication skills.
   6. Must be able to express oneself, detect, perceive, observe, and assess information exchanged in a variety of communication methods.
   7. Must have a proactive approach with creative problem-solving skills and desire to achieve results.
   8. Must have excellent time management and organizational skills.
   9. Must be able to develop, train, and manage others through effective delegation and follow-up skills.
   10. Must be able to demonstrate proficiency with computer applications.
   11. Must be able to work with confidential material and maintain confidentiality is required, along with sensitivity to employee and customer needs and data.
   12. Must be self-motivated, organized and have excellent prioritization skills.
   13. Must have scheduling flexibility and be able to work overtime.
   14. Must be able to work independently as well as part of a team.
2. Working conditions
   1. Work is performed primarily at a desk, with extensive keyboard and telephone work in a stationary position.
   2. Business needs may occasionally require work in excess of 40 hours per week, including work outside of the standard work week.
3. Contact with others:
   1. Internally with Ardon employees across multiple departments.
   2. Externally with patients, prescribers, prescriber agents, clients’ providers, payers, and plans.

Our ideal candidate has:

• Strong communication and interpersonal skills.
• Ability to effectively collaborate in a team setting.
• Proficiency in standard workplace software and/or information management applications.
• Prior experience working in a pharmacy or healthcare setting.
• Ability to navigate computer applications.
• Ability to work in a fast-paced environment.
• Knowledge of pharmacy benefit investigation, prior authorization support, and patient financial assistance connection.
• Prior experience working with physicians, nurses, or other healthcare professionals.

Ardon Health seeks to allow equal employment opportunities for all qualified persons without regard to race, religion, color, age, sex, sexual identification or orientation, national origin, marital status, disability, veteran status or any other status protected by law.