Patient Services Manager

Job Description SummaryThe Patient Services Manager is responsible for overseeing all patient services support center programs. They will provide day to day support and oversight of the patient services support center vendor to ensure exceptional customer experience and appropriate, compliant, operational excellence. This individual must ensure compliant and seamless integration between our patient services support centers and the dedicated Field Reimbursement Managers as well as the Payor Account Executive team. The ideal candidate will need to be self-directed and proficient at ensuring world class customer support is consistently maintained, while driving innovation to continually raise that standard. Proven experience in how to translate VOC into an improved customer experience is a must.

The PDx business is the number one global supplier of contrast media and molecular imaging agents used to enhance medical imaging exams for major disease area diagnostic and treatment pathways. PDx products support three patients every second around the world.

This position will report to the Director of Patient Services.

Job Description

Roles and Responsibilities

• Oversee daily operations of all patient services support center programs and activities.
• Will be the subject matter expert on all patient services support center programs, including operations, processes, commercial integration, and strategy.
• Ensure seamless coordination of case escalation between all patient services support center programs and the Field Reimbursement Managers.
• Will develop and drive program specific KPIs, analytics and dashboards to ensure program performance and service.
• Ensure exceptional customer experience with all patient services support centers through systematic  VOC.
• Responsible for the development of all launch activities related to all patient services support programs, and the patient services short- and long-term strategy.
• Provides recommendations on support center programs enhancements/additions to mitigate customer challenges and help improve patient experience.
• Lead and coordinate the development of SOPs, business rules, work instructions, talking points and job aids related to all patient services support center programs.
• Drive innovation by identifying process improvements that will enhance our customers experience, engagement, and efficiencies.
• Ensure all patient support activities are compliant with all applicable laws, regulations and internal policies and procedures.

Required Qualifications

• Bachelor’s degree
• Minimum of 8 years’ experience in the US healthcare medical device, or pharmaceutical sector.
• Minimum of 3 - 5 years’ US Patient Service experience including directly working for or with HUBs or reimbursement call centers.
• Knowledge of and experience with medical benefit reimbursement and payment mechanisms including medical coding, claims and billing processes.
• Strong knowledge of Government (Medicare/Medicaid, etc.) & Commercial coverage/ reimbursement dynamics.
• Familiarity with provider office and hospital outpatient department reimbursement, regulations, customers, and account-based planning.
• Knowledge of the radiology authorization process including but not limited to understanding HCPCS, CPT, and ICD-10 codes and associated regulations.
• Ability to establish close collaboration with strategic partners and peers and lead collaborative initiatives.
• Problem solving and decision-making skills with the ability to “think on feet” and suggest alternatives and solutions.
• Strong customer focus with an ability to build relationships, identify and resolved (access) challenges, and manage complex project skills.
• Ability to operate independently and successfully as a leader in a matrix environment.
• Highly organized, strategic thinker with excellent verbal and written presentation skills.
• Demonstrated competence with CRM systems, PowerPoint, Excel & Word.

Desired Characteristics

· Experience in radiopharmaceuticals, imaging, or diagnostics.

· Product launch experience.

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For U.S. based positions only, the pay range for this position is $122,400.00-$183,600.00 Annual. It is not typical for an individual to be hired at or near the top of the pay range and compensation decisions are dependent on the facts and circumstances of each case. The specific compensation offered to a candidate may be influenced by a variety of factors including skills, qualifications, experience and location. In addition, this position may also be eligible to earn performance based incentive compensation, which may include cash bonus(es) and/or long term incentives (LTI). GE HealthCare offers a competitive benefits package, including not but limited to medical, dental, vision, paid time off, a 401(k) plan with employee and company contribution opportunities, life, disability, and accident insurance, and tuition reimbursement.

Additional Information

GE HealthCare offers a great work environment, professional development, challenging careers, and competitive compensation. GE HealthCare is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law.

GE HealthCare will only employ those who are legally authorized to work in the United States for this opening. Any offer of employment is conditioned upon the successful completion of a drug screen (as applicable).

While GE HealthCare does not currently require U.S. employees to be vaccinated against COVID-19, some GE HealthCare customers have vaccination mandates that may apply to certain GE HealthCare employees.

Relocation Assistance Provided: No

Application Deadline: December 30, 2024 Apply