Manager of Patient and Provider Relations

About us :

We're a unique organization. We help patients who need financial assistance every day. We make a difference. We change lives. Our vision is to see the day when no person goes without medication due to an inability to pay. Until then, we exist so that patients don't have to miss taking their medication because of cost.

Every TAF team member plays an important role in helping our organization support our patients. We strive to do this in the most efficient, compliant and compassionate manner possible.

Summary of Position :

The Manager, Patient and Provider Relations is responsible for seamless communication between healthcare providers, patients, and internal teams to facilitate timely access to medications, timely resolutions to patient, pharmacy and provider escalations, efficient approvals of claim overrides, coordination of patient and provider portal requests. This role ensures efficient processing, a high level of customer satisfaction, and adherence to company policies and procedures. This includes providing direct leadership to the Resolutions Specialist, Provider Relations Specialist and Portal Support team members ensuring accountabilities for all aspects of operations. This role serves as the primary liaison between providers, pharmacies, patients, and internal Operations teams to resolve complex access or billing issues, managing workflows, and ensuring compliance with relevant regulations and company policies. Also responsible for building a culture of trust, where team members enjoy their work, have opportunities for growth and have fun.

Responsibilities :

The Manager, Patient and Provider Relations responsibilities include but are not limited to :

Service Level Achievement & Operational Management :

• Serve as the primary liaison between providers, patients, and internal pharmacy teams to resolve complex access or billing issues.
• Manage 2nd level escalations related to reimbursements and override requests.
• Provide education to providers and patients on portal access, develop strategies and take actions to increase Patient and Provider Portal Adoption.
• Oversee daily workflow of the provider and patient relations team to ensure service levels and quality metrics are met.
• Ensure that payroll records are accurate and approved by both team members and appropriate supervisor.
• Approve or deny PTO as driven by volume forecasts to provide adequate coverage.
• Prepare service center performance reports by collecting, analyzing, and summarizing data and trends.
• Maintain transparent communication by appropriately communicating organization information to team through department meetings, one-on-one meetings, appropriate email, chat and regular interpersonal communications.
• Assist in the preparation of reports for management, highlighting key metrics and performance indicators.

Performance Management & Continuous Improvement :

Service Excellence & Quality Oversight :

Qualifications :

Employee Benefits & Culture :

At The Assistance Fund (TAF), we believe that taking care of our people is essential to the work we do. That's why we offer a comprehensive benefits package designed to support your well-being and future. After 90 days of employment, employees are eligible to participate in our 401(k) Retirement Plan, with TAF matching 100% of contributions up to 6%. Health, dental, vision, and life insurance coverage begins the first of the month following 30 days of employment. We offer three medical plan options, with two fully covered by TAF for employees and their dependents. TAF also provides a range of other benefits in accordance with our summary of plan offerings. In addition to paid time off, employees receive one Wellness Day annually to recharge and focus on self-care, as well as three Volunteer Days to give back to causes that matter most to them. We also close the office for a full week during the Christmas holiday and offer Summer Fridays to help staff enjoy a healthier work-life balance. At TAF, we are committed to fostering an inclusive, respectful, and welcoming work environment where every team member feels valued and supported. We invest in our people because when you're supported, you can do your best work and make a meaningful impact.