Patient Services Operations Specialist - CRM Exp in Healthcare Required

Core Duties/Responsibilities

• Support Patient Services operations, including workflow coordination, issue tracking, escalation support, and operational assistance for patient coordinator team members.
• Support Patient Services leadership in monitoring operational priorities, case progression, program expectations, and team workflow needs.
• Serve as an operational partner for Salesforce implementation and migration activities, including requirements gathering, user acceptance testing, workflow validation, data review, training support, adoption, and post-launch stabilization.
• Partner with internal stakeholders to translate patient services workflows, patient coordinator needs, provider interactions, and program requirements into clear business and functional requirements.
• Assist with the development, documentation, and optimization of standard operating procedures, process flows, job aids, training materials, and quality expectations.
• Support patient coordinator onboarding, training reinforcement, knowledge-sharing, and process clarification to promote consistent execution across the team.
• Using Tableau and Salesforce, monitor operational data, dashboards, scorecards, audits, and reports to identify trends, risks, gaps, and opportunities for improvement.
• Prepare and maintain routine reporting related to patient services activity, program performance, case status, team productivity, survey results, and other operational metrics.
• Support execution of marketing surveys or patient/provider feedback initiatives, including tracking participation, monitoring data quality, summarizing results, and escalating insights.
• Collaborate with Market Access, Clinical Adherence, Pharmacy, Revenue Cycle Management, Technology, and Client Services teams to support an integrated patient access experience.
• Identify opportunities to streamline workflows, reduce manual effort, improve data integrity, and strengthen the patient, provider, and client experience.
• Support business reviews, leadership updates, client-facing materials, and internal presentations by gathering data, organizing insights, and preparing clear summaries.
• Create high-quality reports and presentations for client stakeholders and internal leaders using Microsoft PowerPoint and Word.
• Serve as a resource for operational questions, system issues, process clarification, and complex case support as appropriate.
• Promote a culture of accountability.