ALEXIS KIDD

• Field-based role serving as the primary point of contact for healthcare providers and their staff to educate and assist in navigating access processes at both the national and regional payer levels
• Provide proactive and reactive issue resolution with HCP staff to ensure expedited patient access to prescribed specialty immunology therapies
• Navigation of complex payer landscape and product coverage processes including prior authorizations, appeals, affordability, and specialty pharmacy fulfillment
• Execute live education programs in collaboration with regional sales team and other key matrix partners
• Serve as subject matter expert for HUB offerings and programs available for every patient and insurance type including commercial, government payers, and those that are under and uninsured
• Manage weekly routing schedule covering a vast geography to meet metrics including travel for in-person and virtual interactions with customers
• Meet and exceed fulfillment goals and metrics while remaining compliant with KPIs and SLAs set forth by client

• Supervise a team of direct reports including both FTE and contractors, monitoring individual performance and attendance
• Deliver consistent and adequate coaching for all associates; Performance Improvement Plans and Corrective Action Plans based on individual performance and behavior
• Create, develop, and execute a training program for a team of 60+ associates for new program and product launches
• Partner with external client team including District Sales Managers and Strategic Account Managers to collaborate on payer strategy and reimbursement efforts to drive sales
• Prepare reports and present data to ensure contractual obligations including KPIs and SLAs are being met
• Review of daily, weekly, monthly, and quarterly business data for client review.

• Manage multi-state territory of clinics, acting as single point of contact for provider and client field inquiries
• Act as subject matter expert in payer coverage, reimbursement, and cost support of specialty medications
• Complete all tasks associated with client program offerings as needed, including benefits verification, prior authorization, specialty pharmacy follow up, and quality control
• Support clinics and field team to educate on payer trending and navigate reimbursement challenges to ensure optimal access to care

Notable Projects and Development:

• Interim Quality Analyst - 2019 Annual Reverification
• Interim Team Lead - 2020 Annual Reverification

• Supervise Customer Care team including both inbound call center and data entry agents, including both FTE and contractors
• Deliver consistent and adequate coaching for all associates; Performance Improvement Plans and Corrective Action Plans based on individual performance and behavior
• Train team to maximize productivity and meet contractual obligations as agreed upon by client
• Recommend process and system enhancements to increase productivity, elevate customer experience, and execute all client deliverables

Notable Projects and Development:

• Interim Team Lead - 2018 Annual Reverification

• Manage multi-state territory of clinics, acting as single point of contact for provider and client field inquiries
• Act as subject matter expert in payer coverage, reimbursement, and cost support of specialty medications
• Complete all tasks associated with client program offerings as needed, including benefits verification, prior authorization, specialty pharmacy follow up, and quality control
• Support clinics and field team to educate on payer trending and navigate reimbursement challenges to ensure optimal access to care.