Job Purpose:

The purpose of this position is to positively contribute to HealthWell’s efforts meeting its mission.  Specifically, persons in the position play a key role in ongoing operational activities in accordance with all standard operating procedures and compliance-related protocols.

Position Overview:

• As part of a dynamic Operations team, provide redundancy across all areas of operations processes and assist in driving projects to completion while ensuring project outcomes align with expectations
• Access data on a daily basis to monitor various fund elements and efficiently manage Foundation funds
• Daily communications with internal and external customers
• Under the direction of the Senior Associate Director of Operations, process adjustments in the Foundation’s Grants Management System (GMS) related to the status and management of funds

Duties and Responsibilities:

• Act as subject matter expert in the areas of processing applications, payments, income documentation, check traces, voids, and refunds; responsible for data check and quality monitoring in these areas
• Consider and accurately respond to questions, concerns, and suggestions made by contact center staff and remote staff regarding the program processes, including system enhancements and refinements, and escalated issues
• Work closely with contact center management to implement process changes, create and maintain scripts, monitor program metrics, ensure the integrity/quality of data entered into the GMS, and overall customer service
• Review and enhance operations as appropriate and possible
• With the operations management team, create, maintain, and regularly review/update standard operating procedures
• Responsible for generating reports for consumption by internal and external stakeholders, in collaboration with other operations team members
• Extract fund data from the GMS as needed to assist the operations management team with analyses and recommendations related to fund utilization, grant amounts, grant replenishments, re-opening funds, preparing funds for closure, estimated out-of-funding dates, and fund balances

• Under the direction of the Senior Associate Director of Operations, implement fund set-up, fund changes, and manage donation documentation uploads
• Maintain ongoing interactions with all other HealthWell departments as it relates to operations and fund set up
• Assist with collaboration of operations among HealthWell staff, contact center, the pharmacy card provider, remote staff and other third-party vendors
• Represent HealthWell at industry conferences as needed
• Monitor and identify industry trends and best practices for consideration
• Provide pharmacy card support including program-level understanding of pharmacy cards, pharmacy card-related configuration in the GMS, and work with the pharmacy card vendor to resolve patient-level pharmacy card issues
• Manage and maintain product information related to HealthWell’s pharmacy card (GPI, NDC, etc.)
• Under the direction and supervision of the Solutions Architect, manage staff user accounts for cloud-based software platforms including, but not limited to, Salesforce, InContact, and ShareFile
• Complete declarative Salesforce configuration tasks including the development of reports and list views, addition and modification of data fields, and development and testing of automated processes
• Coordinate with Solutions Architect to ensure that Salesforce configuration complies with regulatory requirements pertaining to data availability, integrity, and confidentiality
• Supervise Foundation’s remote staff by providing:
  • Day-to-day communications
  • Work assignments
  • Monitoring of workloads and schedules
  • Training and cross-training
  • Answering questions and managing escalations
  • Monitoring quality and productivity, addressing issues as they arise o Driving projects to completion
  • Assist team with program workload as necessary (in backlog and similar situations)
• Other duties as assigned by management

Key Technical Skills and Knowledge (if applicable):

• Experience in healthcare, healthcare insurance/claims processing
• Experience in the use of Salesforce use and configuration, including report and list view creation, field setup, and process automation
• Experience in report development and production using Microsoft Excel
• Strong verbal communication skills
• Essential ability to organize and prioritize tasks based on the needs of the Foundation
• Ability to quickly adapt to changes as needed
• Maintain a full understanding of all applicable laws, regulations, industry codes, and guidance, including but not limited to those provided by the US Department of Health and Human Services, Office of Inspector General that pertain to independent, non-profit, 501(c)(3) patient assistance programs and ensure compliance of the Foundation’s operations

• Understand Medicare, Medicaid, and commercial insurance billing (pharmacy and buy-and-bill), insurance plan design and coverage issues and how those intersect with the Foundation’s program and funds

Qualifications & Education Requirements:

• Bachelor’s degree or 3+ year’s equivalent work-related experience preferred
• 3+ years work-related experience in the setup and use of Salesforce
• Critical thinking and creative problem-solving skills
• Outstanding customer service, communication, and interpersonal skills
• Highly organized, detail-oriented
• Ability to work independently, and exercise sound judgment with regards to issue escalation
• Adept at all applicable computer software, i.e., Microsoft Office Suite products (especially Excel) and Salesforce
• Ability to deal with confidential information and/or issues using discretion and judgment

Preferred Competencies:

• Ability to convey written information clearly and effectively
• Ability to remain calm during all situations, provide constructive feedback and inspire teamwork and respect
• Adapts quickly and successfully to accommodate changing business needs; prepares for change and helps others to adapt
• Ability to work across all departments and on project teams

EEO Employer

The HealthWell Foundation is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected veteran status.

Please send resume to Careers@healthwellfoundation.org

Job Purpose:

This position will provide essential overall organizational support to the Foundation across departments.

Position Overview:

Provide day-to-day administrative support to the HealthWell Foundation team.  This is an entry-level position with a robust benefits package that includes paid time off, 401k, paid holidays, and health, vision, and dental care coverage.

Duties and Responsibilities:

• Maintain the corporate calendar and schedule meetings as needed and requested
• Monitor office supplies, kitchen supplies, equipment, and furniture and place orders as needed
• Manage facilities discussions and needs with the property manager
• Communicate alerts from the property manager to all staff
• Assist the Marketing/Communications department with patient outreach and conference logistics, including registrations, inventory, and placing orders
• Oversee ongoing facility, supplies, and equipment leases, contracts, and agreements
• Monitor the HealthWell’s “Support” email Inbox and forward emails accordingly

• Handle incoming and outgoing mail and delivery services
• Suggest changes to office workflow in order to improve efficiency
• Organize logistical needs for all quarterly Board of Directors meetings, ensuring that all meeting needs are met
  • Communicate with Board of Directors regarding upcoming meetings
  • Arrange for transportation for HealthWell staff and Board members
  • Secure conference room at meeting site, and request all necessary equipment and accessories
  • Order food needed for all Board meetings
  • Coordinate, organize and assemble Board binders
• Keep track of employees’ birthdays and work anniversaries
• Organize team lunches and social events
• Act as host and coordinator for all external visitors
• Communicate general correspondence to all staff regarding events, changes to office procedures, etc.
• Provide other ad hoc support to HealthWell team as assigned

Qualifications & Education Requirements:

• High School Diploma or GED required
• Some experience preferred; HealthWell will provide on-the-job training
• Creative problem-solving skills
• Outstanding customer service, communication, and interpersonal skills
• Highly organized, detail-oriented
• Ability to multitask, work independently, and exercise sound judgment with regards to issue escalation
• Adept at computer software, i.e., Microsoft Office Suite products
• Ability to deal with confidential information and/or issues in a professional manner using discretion and judgment

Preferred Competencies:

• Ability to convey written information clearly and effectively
• Ability to remain calm during all situations, provide and receive constructive feedback and inspire teamwork and respect
• Ability to thrive in a collaborative environment
• Adapts quickly and successfully to accommodate changing business needs; prepares for change and helps others to adapt
• Ability to work across all departments and on project teams

EEO Employer

The HealthWell Foundation is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected veteran status.

Please send resumes to careers@healthwellfoundation.org