NewAgeSys Inc | Supervisor, Intake Program

All Jobs / Req# NOVPJP00003378

Req Number:

NOVPJP00003378

Req Title:

Supervisor, Intake Program

Client:

A Major Pharma Company

Work Address:

East Hanover, NJ

Req Release Date:

09/12/2025

Duration:

12 months

Hours a week:

37.5 Hours

Position Summary

The Engagement Center’s Data Intake Specialist will support the patient journey team by verifying various data sources and transcribing the information into the CEC’s customer relationship management system.
The Data Intake Specialist role is critical to start the process of helping patients gain access to our products and programs.
Working under the Associate Director, Case Management, the Team Lead, Intake Specialist is responsible for supporting the day-to-day operations of the Patient and Specialty Services (PSS) Patient Support Center (PSC).
The Supervisor will be responsible for the direct oversight and management of a team of Intake Specialists in order to monitor the team’s activity, achievement of Key Performance Indicators (KPIs), productivity and quality.
As Team Lead you will also participate in development and design pre-implementation sessions that may include testing and system simulations.
You will be responsible for assuring the Intake Specialists on the team are able to
1. access and utilize the CRM system for day-to-day data entry of faxed information such as Start Forms, insurance cards, and other information to help enroll a patient in services,
2. access knowledge and content to help Intake Specialists be successful in their role,
3. ensure the team is appropriately trained and ready to support the assigned program.
Team Lead will also be responsible for man-aging any escalations surrounding process and/or systems, as well as providing performance feedback to CNs during performance reviews and other touchpoints throughout the year.

Responsibilities:

Your responsibilities will include, but are not limited to:

Lead and manage a team of 10-15 Intake Specialists.
Review source documents such as faxed patient service request forms.
Accurate and timely data entry of source documents (within key performance indicators).
Postal mail, email, or other source document intake, review and processing.
Held accountable to departmental metrics as designed.
Review source documents for Potential Adverse Event identification and reporting.
Supporting the day-to-day operations, escalations, and performance of highly customer-focused Intake Specialist team across channels such as Web, Chatbot, e-fax etc.
Monitor performance, attendance, and quality at the team level and lead coaching, training, and support to drive service excellence and KPI achievement.
Identify trends in associate behavior and performance to guide coaching, training and communication; assist in identification of process improvements.
Share and encourage best practices for motivating Intake Specialists, foster a collaborative team environment; foster a culture of innovation.
Communicate regularly with the team regarding policy changes, improvement opportunities, and policies.
Other special projects as assigned.

Qualifications:

Education: Bachelors Degree required
Role is office-based in East Hanover, NJ.
This job requires you live within 90 miles of the East Hanover site of the Client.

Shift Timing: 8:00 am EST - 5:00 pm EST (1 week onsite / 3 weeks Remote).

Required Experience:

2-3 years of general office experience or equivalent training.
Minimum of 1 year of data entry/computer experience in an office or healthcare related environment.
Network computer system and personal computer proficiency; office copier, scanner, FAX ma-chine, miscellaneous office equipment.
Strong verbal and written communication skills, attention to detail, and interpersonal skills.
Proficient in MS Outlook and basic MS Office tools (Word).

Preferred Experience:

Post-secondary education (certificate program, Associate’s degree).
Experience working with Salesforce CRM.
Familiarity with HIPAA regulations and handling Protected Health Information.
Medical office experience and familiarity with medical terminology.

Other Work Requirements:

When working from home, a quiet dedicated space with internet/WiFi service or the ability to obtain such service (the Client offers a subsidy to partially cover the cost of this technology) where the employee can work without interruption.
For Patient Support Center (PSC) Roles with a Dedicated Training Period: The individual hired for this role will be required to successfully complete initial training, including passing simulations and become certified to do the role.

Job Details