Operations Manager

JOB TITLE: Operations Manager (HUB)

POSITION SUMMARY:

The Operations Manager is responsible for managing, coaching, developing, directing, and leading a high performing team of Case Managers who educate patients and their families on product access, reimbursement processes, and help with the management of therapy delivery. In addition, this role will work closely with patients, caregivers, and providers to help support a patient gain access to therapy and help ensure ongoing compliance with therapy, as appropriate.

PRIMARY DUTIES AND RESPONSIBILITIES:

Ensures team is meeting contractual obligations.
Design programs and Training content which promote high motivation among team members.
Conducts performance reviews and rewards positive behavior.
Coaches, counsels, and sets goals for supervisors to help develop them for career progression.
Provides day-to-day instructions to team members on job responsibilities.
Helps associates resolve associate work-related issues.
Supports new associates in their efforts for growth and development.
Participates in the hiring and termination process.
Develops designs and conducts Train the Trainer program.
Provides feedback up and down the organization (Positive and Constructive).
Participates in client meetings; prepares agenda and / or takes meeting notes.
Ensures open communication with program support.
Translates and oversees organizational strategies for assigned goals.
Identifies client issues; receives and triages client requests.
Proactively identifies program issues and proposes ways in which to address their concerns.
Maintains positive rapport with client
Understands the billing process and contractual obligations.
Participates in budget planning.
Accountable and responsible for program quality and compliance with standard operating procedures.
Designs project task plan and standard operating procedures.
Develops and maintains program SOPs, Work instructions and Job Aids
Analyzes reports for trends and gives recommendations.
Analyzes progress of tactical issues.
Reports all Adverse Events (AE) disclosed in alignment with training and Standard Operational Procedures (SOP)
Maintain regular and reliable attendance, including being present, on time, and prepared for work as scheduled.
Performs other related duties as assigned.

EXPERIENCE AND EDUCATIONAL REQUIREMENTS:

Minimum 5 + years' experience in the pharmaceutical/healthcare industry
Minimum 4+ years reimbursement management experience ( reimbursement hub, specialty pharmacy, physician’s office, medical insurance, healthcare setting, and/or related experience).
Minimum 3+ years direct people management experience.
Minimum 2 + years cell/gene therapy
Minimum 2 + years experience/exposure to pediatric patients & CareGivers.
Bachelor’s Degree (general business, health sciences, public policy, or other related degrees) preferred
Licensed Social worker, Patient Advocacy or equivalent experience preferred
Ability to travel (overnight) up to 20% of the time within all territories (East, Central, Mountain, Pacific)
Schedule flexibility to be able to provide backup coverage for program operations and covering Case Manager responsibilities in the event of planned/unplanned absences.

MINIMUM SKILLS, KNOWLEDGE AND ABILITY REQUIREMENTS:

Strong interpersonal skills and attention to detail.
Ability to communicate effectively both orally and in writing.
The ability to manage multiple tasks.
Working knowledge of Microsoft Office.
Ability to resolve associate issues effectively and efficiently.
General knowledge of reimbursement, patient assistance programs, database elements and functionality; operational policies and processes particularly distribution processes / interfaces.
Proven ability to appropriately escalate issue to management.
Health care research and analysis skills sufficient to support payer research, healthcare policy library and state management.
Demonstrated player/ coach mindset with a willingness to answer calls, work cases and rotate the late shift coverage
Demonstrated ability to be a primary client contact
Ability to set program goals and work independently

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit
The employee must occasionally lift and/or move up to 10 pounds.

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.

SCHEDULE:

Program Hours of Operation are 8am - 8pm eastern
Must be flexible on schedule and hours
Moderate travel is required (up to 20% travel)