Ardon Health

Based in Portland, Oregon, Ardon Health offers specialty pharmacy care with a human touch. We embrace the full health ecosystem —because getting better isn't just about filling a prescription. To foster good health, we connect patients, providers, manufactures, payers and the community with healthy tools and resources.

Ardon offers a unique and modern work environment that blends teamwork, excellence and open communication. Our team members grow and develop skills together while providing a high-quality, well-rounded patient experience.

We are currently looking to expand our team and develop Ardon team members in all areas of core business functions.

We are looking for a Supervisor of Insurance. This position provides leadership to the customer service and insurance staff to ensure patient inquiries are adequately answered and effectively resolved; assists team with troubleshooting, and resolution of escalated inquiries; maintains current knowledge of prescription intake and enrollment, benefit verification and billing processes. The Supervisor of Insurance works with staff to promote a high degree of patient focus and dedication to exceed expectations. The Supervisor of Insurance is further responsible for assisting with quality assurance, process improvements, audits, accreditation, surveys, tracking, workflow, and providing support in other functional areas of operations in the call center.

Primary Functions:
1.    Provides day-to-day leadership guiding the team to success in achieving patient service goals.
2.    Continuously assesses workflows in order to better understand the needs of the customers and the organization.  
3.    Provides effective two-way feedback to motivate high performance and a productive environment.
4.    Becomes a subject matter expert in all areas related to insurance, billing, and patient financial assistance. 
5.    Has working knowledge of insurance, billing, and copay assistance programs with the ability to utilize that knowledge to complete work within all departmental queues as needed. 
6.    Monitors weekly staff members’ performance and schedules according to departmental standards.
7.    Ensures all customer service staff are properly trained/cross-trained and adheres to defined security procedures, as well as communicates sources of potential loss to management.
8.    Performs monthly audits of departmental files, procedures, and records to ensure quality and compliance.
9.    Partners with Clinical and Operational departments on patient satisfaction issues and in support of policy and communications.
10.    Develops and manages weekly departmental reports for volume, service levels, productivity, and other markers.
11.    Develops escalation processes that empower customer service staff to meet patient needs.  
12.    Recruits, selects, trains, develops, evaluates, motivates, terminates, and retains staff for the successful performance of the department and achievement of company objectives.
13.    Trains new employees on operational compliance and performs annual training for current employees.
14.    Plans, prepares, and devises work schedules according to budgets and workloads.
15.    Develops, recommends, and implements programs and objectives to achieve business strategies and goals relative to profitability, cost control, and organizational effectiveness.
16.    Develops, recommends and implements short and long range objectives.
17.    Demonstrates the behavioral and technical competencies necessary to effectively complete job responsibilities. Takes personal initiative for technical and professional development.
18.    Recognizes customer needs, delivers on customer commitments, recovers quickly from errors, and removes barriers to customer service.
19.    Audits customer services accreditation standards for consistency and periodic recertification.
20.    Works with the Legal & Regulatory department on compliance audits and documentation of training.
21.    Provides scripts to guide phone calls.
22.    Keeps abreast of new company products and services.
23.    Handles major incidents that cannot be resolved by customer service staff.
24.    Analyzes data and statistics.
21.    Trains customer service staff on how to adequately address problems over the phone and how to write correspondence. 
22.    Maintains active Oregon license. Immediately informs supervisor (and Oregon Board of Pharmacy within 10 days) of any arrests, convictions, suspected or known violations of law, or any other conduct that might affect or has affected license status. Reports to Oregon Board of Pharmacy within 15 days any residence address or employment changes.
23.    Regular attendance in conformance with the standards, which may be revised from time to time, is essential to the successful performance of this position. 
24.    Actively participates and provides support as needed to leadership and quality program staff to ensure activities related to the company’s quality management program and quality improvement activities maintain priority focus and are effectively executed. This may include but is not limited to activities that promote objective and systematic measurement, monitoring, and evaluation of services and defined Quality Improvement Projects (QIPs) that may result from such efforts.
25.    Is considered quality management program staff, and allocates approximately 25% of overall job requirements to quality management activities.
26.    Complies with the company’s Human Resources policies, Employee Handbook, Code of Conduct, and all department policies and procedures, including protecting confidential company, employee, and customer information; attending work punctually and regularly; and adhering to good safety practices in all activities.
25.     Performs other duties and projects as may be assigned.
 

What is a day at Ardon like? When we aren’t diligently working to change our patients’ lives, we’re planning potlucks, playing foosball, or celebrating this month’s birthdays (cake and balloons required). Each day we come to work excited and enjoy what we do. Our progressive environment embodies the notion that life is meant to be shared and lived well, through hard work, compassion, camaraderie and community.

We work to build trusted relationships and to be a resource that patients can turn to for help. We value this responsibility and take great pride in the opportunity we have to meet the specialty pharmacy needs of our customers. Team Ardon has a passion for providing great service and helping others. 

Ardon Health seeks to allow equal employment opportunities for all qualified persons without regard to race, religion, color, age, sex, sexual identification or orientation, national origin, marital status, disability, veteran status or any other status protected by law.