KPH Healthcare Services

  • Hub Services Supervisor

    Job Locations US-NY-Syracuse
    Posted Date 4 months ago(11/9/2018 9:16 AM)
    Requisition ID
    # of Openings
    Location : Location
  • Overview

    Scope of Responsibilities: Works under general supervision.  Follows standard procedures to accomplish assigned tasks. Assist in orienting and training employees


    Job Summary: Responsible for all aspects related to management of hub services relationships, entering of medication orders, preparations for audits, and customer service for patients/providers in a call center environment.    


    Job Duties:

    • Provide direct support and serve as primary point of contact for hub and pharma partners
    • Develop customized patient support service models and programs to meet and exceed client expectations
    • Follow established protocol and non-standard service models to provide the highest quality of services to patients
    • Develop quality assurance process to ensure that all services are being provided and executed with complete accuracy
    • Supervise staff of Hub Services Specialists in inbound/outbound call center
    • Provide timely reporting, feedback, and information to support the training and development of Hub Services Specialists team
    • Direct and seek enhancements to call center workflow on a daily basis
    • Ensure that team maintains and keeps reasonable production as determined by management
    • Develop and manage department schedule, time off requests, etc.
    • Manage audit response process by processing audits, performing research, and compiling documentation to reduce the risk of losses
    • Manage Medicare denial response process
    • Assist with rebilling process for all specialty claims
    • Prepare and maintain all Medicare Part B paperwork that is required
    • Responsible for accurate data entry of incoming prescriptions
    • Responsible for accurately selecting billing and shipping methods for incoming patient orders
    • Customer service coverage for incoming calls and directing incoming calls to appropriate staff as needed
    • Provide clinical services in TherigySTM
    • Provides resolution to customer service issues to ensure complete patient satisfaction
    • Work with patients and partners to provide resolution to payment related issues on accounts/orders
    • Maintain and keep reasonable production as determined by supervisor
    • Participate in after hours on-call rotation with the management team
    • Manage orientation process and training new employees
    • Responsible for completing all mandatory and regulatory training programs
    • Perform other duties as assigned


    Attendance Requirements:

    • Must be available, and on-time for scheduled work shifts.
    • Must be able to work nights and weekends as required.


    Educational Requirements:

    • Minimum: High School Diploma or GED
    • Preferred: Pharmacy technician or related certification



    • Past experience in a customer service related field
    • 12 months experience in a call center environment
    • 24 months experience as a pharmacy technician


    Special Conditions of Employment:

    • Criminal background check and/or drug test
    • Initial and continuous exclusion and sanction/disciplinary monitoring


    Job Skill Requirements:

    • Broad knowledge of medications, physician orders, and pharmacy systems
    • Strong communication skills
    • Outstanding customer service skills
    • Excellent organization skills
    • Ability to multitask and prioritize
    • Excellent computer and keyboarding skills
    • Successful completion of a pre-employment and/or random drug screening test


    Required Training:

    • HIPPA Privacy Course
    • HIPPA Security Course
    • Fraud, Waste, and Abuse Course
    • MethGuard Course
    • HIPPA Privacy CE Mastery Exam
    • HIPPA Security CE Mastery Exam
    • Fraud, Waste, and Abuse CE Mastery Exam
    • MethGuard CE Mastery Exam


    Behavioral Traits Required:

    • Cooperation: Must work harmoniously and effectively  with  fellow employees, supervisors and others you are in contact with
    • Initiative: Must work within supervision guidelines and assume additional responsibilities
    • Flexibility: Must be willing to work variable work schedules, nights and weekends, assist others as requested and available, and be willing to perform all assigned work
    • Adaptability: Must respond to new situations in a positive way, accept change, support new ideas, master new routines and grasp explanations, apply current knowledge in new environments and experiences
    • Involvement: Must enjoy the demands of the job and work with interest and enthusiasm
    • Customer Service: Must provide superior customer service (for Noble customers, fellow employees and business partners), listen attentively to their needs and respond appropriately
    • Safety: Must take care of equipment and employ good safety habits
    • Leadership: Must gain acceptance of ideas and accomplish goals through subordinates, peers and teams


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