PAP Continuity Assistant Manager

SUMMARY: The Customer Experience Assistant Manager is responsible for the day-to-day leadership, performance, and operational success of the newly established PAP Continuity Team. This role supports a blended inbound, outbound and email in the call center environment focused on PAP resupply, patient retention, therapy continuity, revenue recovery, and patient experience. The Assistant Manager will provide direct leadership to Patient Continuity Specialists, ensuring exceptional service, high productivity, strong patient retention, and achievement of departmental goals. This position is responsible for overseeing training, coaching, quality assurance, performance improvement, and execution of retention and revenue strategies that support both patient outcomes and organizational growth. The ideal candidate is an experienced leader with strong coaching skills, a passion for patient care, and a proven ability to drive operational results in a fast-paced healthcare environment.. ESSENTIAL FUNCTIONS: 1.Team Leadership & Performance Management•Provide daily leadership and support for a team of Patient Continuity Specialists.•Establish clear performance expectations and accountability measures.•Conduct regular coaching sessions, one-on-one meetings, and performancereviews.•Recognize and reward high performance while addressing performanceconcerns promptly.•Foster a positive, patient-focused culture centered on service excellence andretention.•Partner with leadership to execute departmental initiatives and strategicobjectives.2. Call Center Operations & Workforce Management•Assist in managing daily call center operations including staffing, scheduling,queue management, and workload balancing.•Monitor real-time service levels and adjust resources to meet operational goals. #IND100