Neovance

Provide operational and reimbursement support by managing patient assistance programs, insurance verifications, and customer inquiries to facilitate patient access to therapies. | Requires high school diploma or GED, 1-2 years call center customer service experience, and preferred healthcare reimbursement and safety reporting knowledge. | Program Specialist USA – Remote Neovance delivers streamlined, outcomes-driven patient support solutions that help clients achieve their goals of getting patients on and staying on therapy. More agile and responsive than traditional providers, Neovance leverages 30+ years of experience and a proprietary CRM platform that enables real-time adaptability and better analytics. This allows us to drive patient access and optimize program performance. Our core services include HUB Operations, Patient Assistance Programs (PAP), nursing, field reimbursement, and non-commercial pharmacy. With a flexible model and commitment to client success, we help patients access the therapies they need—when they need them. We are seeking a Program Specialist to be responsible for serving as the customer’s primary point of contact providing operational and reimbursement support to complex programs within Neovance, including but not limited to marketing support, reimbursement hotlines, patient assistance programs, Hubs, foundations, safety surveillance programs, case management, and compliance programs. The focus of the Program Specialist is to own issues and remove obstacles that prevent patients or providers from accessing the therapies requested. In this role, the selected candidate will be a self-starter who is comfortable taking initiative, identifying barriers, being on the phones and working with the appropriate parties to eliminate these obstructions for the customer. Must be proficient and knowledgeable about all the services provided on an assigned program and may support multiple client products or programs. The Program Specialist Should Be • Proficient in English, verbal and written skills including proper grammar and correct, concise language • A quick learner who is able to easily navigate between multiple computer programs with dexterity and multitasking skills and adhere to schedules and meet deadlines; have attention to detail and a problem solving mentality; adapt to changes and anticipate the next steps especially in ambiguous situations • Be able to demonstrate solid customer service skills obtained in prior office, retail, or volunteer work and understand each customer’s needs and tailor responses with those needs in mind • Be motivated to help customers every day and operate with a sense of accountability and urgency and express empathy while speaking with customers • Thrive working in a very scheduled and collaborative work environment while also being able to work independently. Responsibilities • Quickly and efficiently respond to incoming calls and faxes, identifying how best to assist. • Conduct outbound calls of insurance verifications to understand if a patient’s prescribed therapy is eligible for coverage and document the results in an appropriate tracking system. • Document calls in appropriate tracking systems, and handle/escalate calls per established procedures. • Process patient applications and follow the program's specifications to determine their eligibility. Document results in an appropriate tracking system and manage follow-ups as appropriate. Place follow-up calls and respond to enquiries from patients and/or healthcare providers as necessary. • Maintain a professional, calm and friendly demeanor. Express thoughts and instructions clearly in both verbal and written communication, i.e. use grammatically correct and concise language. • Coordinate the order and transfer of prescriptions based on their degrees of urgency to specialty pharmacies as appropriate. • Be familiar with the marketplace and the insurance options available for patients. Educate patients on the available options as appropriate. • Adherent to all organizational standards and regulatory requirements related to the handling of patient information, including patient safety reporting practices.  • Complete all training requirements related to patient privacy and data handling, and apply these practices consistently across all interactions with patients, healthcare providers, and patient data Education And Experience • A high school diploma/GED is required; Bachelor’s degree is preferred • A minimum of 1-2 years of prior customer service experience in a call center • 1+ years of experience in safety reporting preferred. • US healthcare and reimbursement knowledge preferred. Benefits: All job offers will be based on a candidate’s location, skills and prior relevant experience, applicable degrees/certifications, as well as internal equity and market data. Regular, full-time, or part-time employees working 30 or more hours per week are eligible for comprehensive benefits including: Medical, Dental, Vision, Life, STD/LTD, 401(K), Paid time off (PTO) or Flexible time off (FTO), Company bonus where applicable.   Please note that Neovance conducts all official hiring processes exclusively through verified channels. We do not extend employment offers or confirm hiring decisions based solely on email communication. We encourage you to be vigilant against fraudulent hiring messages—especially those offering unusually high pay, requesting personal information early in the process, or claiming to extend an offer without an interview.  Please visit us at www.neovance.com.

Lead and manage offshore call center operations to ensure high-quality service delivery, operational efficiency, and client satisfaction. | 5+ years leadership experience managing offshore call center teams serving U.S. clients, strong strategic and operational skills, and proficiency with CRM and performance analytics. | Remote, USA Our Patient Access team is a scaled leader in the HUB services and patient access market, serving the biopharmaceutical industry with comprehensive patient support, product access, affordability, and adherence solutions for more than 30 years. Further advanced by its recently expanded non-commercial specialty pharmacy, to support enhanced distribution of cold-chain and ambient free goods products, we are committed to driving patient outcomes and improving healthcare accessibility through its extensive experience while currently supporting more than 2.5 million patients and over 100 unique brands across more than 25 disease indications. Neovance delivers streamlined, outcomes-driven patient support solutions that help clients achieve their goals of getting patients on and staying on therapy. More agile and responsive than traditional providers, Neovance leverages 30+ years of experience and a proprietary CRM platform that enables real-time adaptability and better analytics. This allows us to drive patient access and optimize program performance. Our core services include HUB, Patient Assistance Programs (PAP), nursing, field reimbursement, and non-commercial pharmacy. With a flexible model and commitment to client success, we help patients access the therapies they need—when they need them. The Delivery Director will lead and manage operations for Patient Access call center. This role is critical to ensuring high-quality service delivery, operational efficiency, and client satisfaction for clients. The ideal candidate will have a strategic mindset and deep experience in handling offshore call center operations, with a strong understanding of American market standards and the ability to lead high-performance teams. Key Responsibilities • Strategic Leadership and Operational Management • Oversee all aspects of the call center operations to meet and exceed the needs of clients. • Develop and implement operational strategies that align with client expectations, focusing on efficiency, quality, and cost-effectiveness. • Ensure achievement of key performance indicators (KPIs), service level agreements (SLAs), and client satisfaction metrics. • Stakeholder Management • Serve as the primary contact for stakeholders, providing transparent updates on operational performance and improvements. • Partner with stakeholders to understand evolving needs, anticipate challenges, and proactively implement solutions. • Performance Optimization and Process Improvement • Drive continuous improvement initiatives to optimize workflow, boost productivity, and maintain consistency in service delivery. • Lead quality assurance processes to ensure adherence to client and organizational standards, compliance regulations, and client expectations. • Leverage data analytics to identify trends, drive process enhancements, and recommend innovative approaches to elevate service quality. • Team Leadership and Development • Build, lead, and mentor a high-performing team fostering a culture of excellence and continuous learning. • Implement training and development programs to upskill team members and maintain alignment with client and company objectives. • Create recognition and reward systems to motivate team members, improve retention, and cultivate a positive work environment. • Financial and Budget Management • Develop and manage the budget for call center operations, ensuring financial efficiency without compromising service quality. • Work closely with leadership to control operational costs, enhance profitability, and support strategic business goals. • Compliance and Risk Management • Ensure adherence to relevant U.S. and India regulations, including data privacy, security, and compliance standards. • Identify and manage potential risks within the operations, implementing preventive measures to maintain business continuity. Qualifications • Experience: • 5+ years of experience in call center or contact center operations, with at least 5 years in a leadership role overseeing offshore operations. • Proven track record managing call center teams delivering services to U.S. clients from India. • Strong understanding of U.S. customer service standards and compliance requirements. • Education: • Bachelor’s degree in Business, Management, or a related field. MBA is a plus. • Skills: • Strategic, data-driven thinker with experience in optimizing call center operations. • Exceptional client relationship management skills with the ability to build strong, trust-based client partnerships. • Strong leadership and people management skills, capable of inspiring and managing a large and diverse team. • Proficiency in call center technology, CRM systems, and performance analytics. Preferred Qualifications • Experience in Business Process Outsourcing (BPO environments). • Familiarity with quality management systems and CRM platforms. Benefits: All job offers will be based on a candidate’s skills and prior relevant experience, applicable degrees/certifications, as well as internal equity and market data. Regular, full-time, or part-time employees working 20 or more hours per week are eligible for comprehensive benefits including: Medical, Dental, Vision, Life, STD/LTD, 401(K), Paid time off (PTO) or Flexible time off (FTO), Company bonus where applicable. Please note that Neovance conducts all official hiring processes exclusively through verified channels. We do not extend employment offers or confirm hiring decisions based solely on email communication. We encourage you to be vigilant against fraudulent hiring messages—especially those offering unusually high pay, requesting personal information early in the process, or claiming to extend an offer without an interview. Please visit us at www.neovance.com.