At Genmab, we are dedicated to building extra(not)ordinary® futures, together, by developing antibody products and groundbreaking, knock-your-socks-off KYSO antibody medicines® that change lives and the future of cancer treatment and serious diseases. We strive to create, champion and maintain a global workplace where individuals' unique contributions are valued and drive innovative solutions to meet the needs of our patients, care partners, families and employees.
Our people are compassionate, candid, and purposeful, and our business is innovative and rooted in science. We believe that being proudly authentic and determined to be our best is essential to fulfilling our purpose. Yes, our work is incredibly serious and impactful, but we have big ambitions, bring a ton of care to pursuing them, and have a lot of fun while doing so.
Does this inspire you and feel like a fit? Then we would love to have you join us!
Patient Access Coordinator Job Overview: The Patient Support Services Patient Access Coordinator (PAC) will be a support role within the PSS Call Center. This role will focus on key areas of Patient Services operations and workforce management including, but not limited to:
- Call Quality Monitoring & Calibration: listening to and verifying Patient Access Specialist (PAS) and Patient Engagement Liaison (PEL) calls on a regularly, cadenced basis. During these calls, the PAC will be responsible for completing a pre-approved scorecard and reporting back to leadership on the outcomes.
- Data Entry & Insights: completing data entry of key information within the PSS Customer Relationship Management (CRM) system as well as gleaning insights based on the data being gathered
- Workforce Management: ensuring coverage is up to date within the system and that the team is operating within their assigned capacity
To be successful in this role, the PAC is required to have call center knowledge, basic computer skills, a positive outlook and multitasking capabilities. Patient Support Services experience is highly preferred.
Role and Responsibilities: A PAC will be responsible for:
- Monitoring and scoring PAS and PEL team members on their call handling performance to ensure the highest level of quality and excellence are achieved.
- Reporting daily, weekly, and monthly quality score results to compliance and PSS Leadership.
- Providing detailed feedback and performance related recommendations (as necessary) to ensure quality performance.
- Scheduling and leading weekly call calibration sessions with PSS Call Center Leadership Team (Supervisors and Call Center Head) and PEL Leadership (National Director). This includes contributing call feedback, scorecards, and recorded calls for calibration sessions to ensure program compliance and balance on the program
- Leading and scheduling internal call calibration sessions with cross-functional leadership and/or operational stakeholders to ensure the feedback and continued skill development goals are achieved.
- Working in conjunction with training and onboarding leadership to ensure QA requirements with new hires, and call handling processes for new programs and/or changes to existing programs meet performance expectations.
- Seek knowledge to improve individual skills in delivering positive and constructive feedback.
- Complete data entry on inbound information received from patients, care partners and prescriber offices
- Identify data in the system that is entered incorrectly or needs to be updated
- Monitor the system for any quality or compliance concerns, such as missing information and other items
- Monitor and track PAS schedules to determine if coverage is needed and ensure that individuals are operating within capacity
- Collaborate with Senior Managers, PSS Call Center to identify gaps in schedule and monitoring of the fax, email and phone queues to ensure optimal customer experience
- Maintain positive, consistent, and effective communication with agents, peers, and all levels of leadership throughout the Organization.
- Maintain positive, timely, and professional communication with management to ensure goals and objectives are achieved.
- Perform other duties based upon business demands as assigned.
Qualifications and Education Requirements - High School Diploma or equivalent, Bachelor's degree preferred.
- Patient Services experience highly preferred.
- 2-3 years customer service call center environment
- 2-3 years' experience in call quality monitoring
- Excellent listening and interpersonal skills
- Confident, approachable, and positive attitude
- Excellent oral and written communication skills
- Analytical thinker and problem solver
Preferred Skills - Highly PC proficient (Salesforce experience preferred)
- Attention to detail and quality-oriented
- Multi-task oriented
- Exposure and/or interest in healthcare products and outcomes
- Ability to remain highly motivated in a fast-pace, multi-faceted environment
- undefined
For US based candidates, the proposed salary band for this position is as follows:
$76,000.00---$114,000.00
The actual salary offer will carefully consider a wide range of factors, including your skills, qualifications, experience, and location. Also, certain positions are eligible for additional forms of compensation, such as discretionary bonuses and long-term incentives.
When you join Genmab, you're joining a culture that supports your physical, financial, social, and emotional wellness. Within the first year, regular full-time U.S. employees are eligible for:
- 401(k) Plan: 100% match on the first 6% of contributions
- Health Benefits: Two medical plan options (including HDHP with HSA), dental, and vision insurance
- Voluntary Plans: Critical illness, accident, and hospital indemnity insurance
- Time Off: Paid vacation, sick leave, holidays, and 12 weeks of discretionary paid parental leave
- Support Resources: Access to child and adult backup care, family support programs, financial wellness tools, and emotional well-being support
- Additional Perks: Commuter benefits, tuition reimbursement, and a Lifestyle Spending Account for wellness and personal expenses
About You - You are genuinely passionate about our purpose
- You bring precision and excellence to all that you do
- You believe in our rooted-in-science approach to problem-solving
- You are a generous collaborator who can work in teams with a broad spectrum of backgrounds
- You take pride in enabling the best work of others on the team
- You can grapple with the unknown and be innovative
- You have experience working in a fast-growing, dynamic company (or a strong desire to)
- You work hard and are not afraid to have a little fun while you do so!
Locations Genmab maximizes the efficiency of an agile working environment, when possible, for the betterment of employee work-life balance. Our offices are crafted as open, community-based spaces that work to connect employees while being immersed in our powerful laboratories. Whether you're in one of our office spaces or working remotely, we thrive on connecting with each other to innovate.
About Genmab Genmab is an international biotechnology company with a core purpose to improve the lives of patients through innovative and differentiated antibody therapeutics. For 25 years, its hard-working, innovative and collaborative team has invented next-generation antibody technology platforms and harnessed translational, quantitative and data sciences, resulting in a proprietary pipeline including bispecific T-cell engagers, antibody-drug conjugates, next-generation immune checkpoint modulators and effector function-enhanced antibodies. By 2030, Genmab's vision is to transform the lives of people with cancer and other serious diseases with Knock-Your-Socks-Off (KYSO®) antibody medicines.
Established in 1999, Genmab is headquartered in Copenhagen, Denmark with international presence across North America, Europe and Asia Pacific. For more information, please visit Genmab.com and follow us on LinkedIn and X.
Genmab is committed to protecting your personal data and privacy. Please see our privacy policy for handling your data in connection with your application on our website Job Applicant Privacy Notice (genmab.com).
Please note that if you are applying for a position in the Netherlands, Genmab's policy for all permanently budgeted hires in NL is initially to offer a fixed-term employment contract for a year, if the employee performs well and if the business conditions do not change, renewal for an indefinite term may be considered after the fixed-term employment contract.
