Supervisor, Medical Trial Retrieval
AbleNet, Inc. - Saint Paul, MN
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POSITION SUMMARY:The Supervisor, Medical Trial Retrieval is responsible for supervising and facilitating the retrieval of all trial units. This role is responsible for investigating, determining, addressing, and capturing information pertaining to return of trial units with a goal of improving the trial retrieval process while ensuring the trial program meets or exceeds customer expectations. The position is also responsible for working directly with speech language pathologists and parents/caregivers to better understand how the trial experience can be improved both in experience and in efficiency to meet the goal of operational excellence surrounding the trial program. This role works collaboratively with other AbleNet staff to support a continuous improvement philosophy around the customer experience, and productivity while using Salesforce and other applications used by the department to facilitate workflow. POSITION RESPONSIBILITIES: Supervise and facilitate the delivery of key metrics assigned to the Medical Trial Retrieval Team with a focus on meeting or exceeding both internal and external customer expectations. Work collaboratively with various internal and external stakeholders to ensure prompt and effective response and resolution of issues associated with retrieval of trial units.Identify, document, and analyze incoming issues and trends, and seek/recommend technical solutions that improve speed and effectiveness of response to ensure success of the retrieval process. Hire, train and provide daily direction to the Trial Retrieval Team - emphasizing Listen, Learn and Lead philosophy. Encourage and participate in collaboration with all members of the Medical Service team to support a successful trial retrieval process. Respond timely and keep records of customer interactions, recording details of inquiries, complaints, and comments, as well as actions taken in accordance with HIPAA policies. Collect and maintain data to ensure the integrity of medical information, support continuous improvement, and maintain compliance with HIPAA, FRPA, and all other AbleNet regulatory and compliance requirements. Work effectively as a cross-functional team member that supports company initiatives and goals, and demonstrates the core Medical Funding Service department's philosophy of Listen, Learn and Lead. Other duties as assigned. CORE COMPETENCIES, SKILLS & ABILITIES Excellent written and verbal communication skills Ability to actively participate and work in cross-functional teams throughout the company Must be self-motivated and able to work alone and within a team Must be responsible and willing to take on responsibilities Ability to multi-task under pressure efficiently and accurately Ability to adapt to fast-changing environment Computer literate and demonstrated ability to learn new programs Data entry and/or account management skills Demonstrated track record of identifying and implementing process improvements Efficient problem analysis and problem-solving skills, and ability to apply general rules to specific problems to produce answers that make sense Education & ExperienceBachelor's degree required, Business Administration, Communications, or other related field preferred4+ years medical insurance experience2+ years supervisory or team leadership experience Physical, Time, Presence & Other RequirementsPhysical: Standard Office Environment: Work is performed in an office environment and requires the ability to operate standard office equipment and keyboards.Time: Full-Time, Exempt employees work an average of 40 hours per week. Additional hours may be required as necessary.Presence: Hybrid: Part-time onsite presence is requiredOther:
Created: 2024-10-10