Job description
The Sr. Manager, Patient Support supports Pharmacy Leadership through the execution of the assigned program(s). The Sr. Manager, Patient Services provides oversight and assistance to the supervisor in the areas of daily work distribution, quality monitoring and auditing, program and system documentation development and training, client interaction on processes, program performance and feedback on staff performance.
Additional responsibilities include strategic planning and execution of all call center operations. Management and leadership of processes for the continuous improvement of customer experience. Tactical emphasis is on patient care, quality management, workforce planning, recruiting, coaching, and training. Performance metrics include call efficiency, low abandonment rate, acceptable turnover, and financial performance. A commitment to excellence is demonstrated through continuous staff development programs enhancing employee engagement, service, knowledge, skills, and morale.
The Sr. Manager’s success is measured by the organization’s ability to provide high quality services while meeting Service Level Agreements (SLA), improving call performance, increased use of resources and adaptation of new proven technologies to increase efficiency, and achievement of metrics.
KEY RESPONSIBILITIES:
Execute day-to-day operations specific to the assigned program(s) as they pertain to workflow, patient experience, personnel management, and operational strategy
Responsible for overall management of assigned operations to include proper staffing levels are effectively deployed to meet financial objectives
Direct oversight of Supervisors and Team Leads within assigned program(s)
Keep Pharmacy Leadership and client services liaison updated on all activities, metrics, and issues
Ensure that established SLAs are achieved.
Conduct effective resource planning working closely with HR to ensure staffing needs are maintained; interview using established Knipper Heath interviewing best practices
Identify and communicate problems in process or program(s) and recommend solutions.
Identify and drive process improvements to improve efficiencies and overall patient experience
Monitor Key Performance Indicators (KPIs) – Identify, track and utilize KPIs to achieve business objectives and drive continuous process improvement.
Meet regularly with staff and Pharmacy Leadership to identify & resolve issues, establish goals and objectives, and review operative procedures
Work closely with other Pharmacy Leadership (and IT as needed) to identify productivity enhancements and cost savings measures through the use of technology
Develop and maintain effective organization of responsibility, including efficient recruiting, training, coaching, recognition, workflow patterns, performance standards, delineation of duties and responsibilities, staffing levels and supervision
Evaluate effectiveness of current SOPs, Work Instructions (WI) and other work practice documents and recommend changes where necessary.
Operate as subject matter expert for the program operations, disease state, if applicable with a strong focus on the patient experience.
Handle escalated inquires for patient/HCP issue resolution
Monitor competitive landscape and identify key trends that impact the overall program performance and client satisfaction and generate appropriate reports.
In addition to providing leadership to assigned team, work with Pharmacy Leadership to actively engage and support the development of the broader Management team to ensure optimal performance and succession planning
Maintain patient confidentiality at all times.
The above duties are meant to be representative of the position and not all-inclusive.
MINIMUM JOB REQUIREMENTS:
Bachelor's Degree with three (3) or more years related experience or equivalent combination of education and experience
Five (5) years or more of work experience in a contact center, pharmacy, managed care, Medicaid and/or Medicare organizations, pharmaceutical and/or biotech manufacturer, insurance, medical office, or related field
Five (5) years or more of supervisory experience
Experience with HIPAA, PDMA, cGMP adverse events
PREFERRED EDUCATION AND EXPERIENCE:
Specialty pharmacy experience
Supervisory experience in a call center environment
Project management experience
Bi-lingual, English and Spanish
KNOWLEDGE, SKILLS & ABILITIES:
Excellent verbal and written communication skills
Excellent interpersonal skills
Excellent organization skills and detail oriented
Excellent critical, analytical and complex problem-solving skills
Advanced computer skills to include Microsoft Office (Word, Excel, Visio, PowerPoint and Outlook)
Ability to balance multiple priorities to meet expected response deadlines
Ability to establish and maintain effective working relationships with key stakeholders and diverse work groups
Proven track record of developing collaborative working partnerships with other departments and leaders to successfully achieve goals and develop strong end-to-end business processes.
Strong financial and analytical skills – ability to manage cost, identify drivers of lower-than-expected performance, and drive performance improvements.
Possess strong organizational and planning skills to include demonstrated project management, change management, and execution skills along with operational creativity.
Ability to adapt quickly to changing environment
Demonstrated leadership skills in successfully managing teams and collaborating
Demonstrated ability to influence, direct and guide a team
Demonstrated orientation to process improvement
PHYSICAL DEMANDS:
Location of job activities 100% inside
Extensive manual dexterity (keyboarding, mouse, phone)
Use of phone for communication
Noise and/or vibrations exposure
Frequently reach (overhead), handle, and feel with hands and arms
Sit for prolonged periods of time
Occasionally stoop, kneel, and crouch
Occasionally lift, carry, and move up to 25 pounds
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The expected base pay range for this position is $80,000–$100,000 per year. The actual compensation for the position may vary based on market differences and on factors such as skills, experience, qualifications and can vary based on location and/or work schedule. In addition to base pay, CareTria offers a comprehensive benefits package. Full-Time benefits include access to health, dental, and vision insurance; retirement plan options; paid time off; paid parental leave; employee assistance programs; and other perks. Eligible employees may also have access to performance bonuses.
CareTria is an Equal Opportunity Employer.
Originally posted on Himalayas
Who can apply
Eligible countries: United States. Accepted UTC offsets: UTC-10, UTC-9, UTC-8, UTC-7, UTC-6, UTC-5, UTC+14. Review the full description for employer-specific work authorization, residency and schedule requirements.