Clinical Services Manager

House Rx•Pittsburgh, PA

2d•Remote

About The Position

House Rx is on a mission to make specialty medications more affordable and accessible for patients suffering from chronic illnesses like cancer and autoimmune disorders. We provide clinics with specialized technology and support from pharmacists and care coordinators to dispense medication directly to their patients, known as medically integrated dispensing (MID). This work will directly contribute to the company’s mission of making specialty medications affordable and accessible for patients— keep reading to learn more about the role, our team, and why House Rx is the right next step in your career! Applicants must be based in the United States. About the role We are seeking a Clinical Services Manager to lead customer operations for an assigned group of customers by balancing key responsibilities in Customer Success and Pharmacy Operational Management. Clinical Services Managers (CSMs) are specialty pharmacy SMEs with deep operational understanding. CSMs are the primary customer operational contact, managing workflow operations through daily interactions with clinic staff and resolving escalations cross-functionally, both inside the clinic and across House Rx’s internal team. A CSM balances problem solving and rolling up their sleeves in the workflow. This role includes a significant people leadership component, coupled with the executive presence and business maturity necessary to work with physician leaders at our clinics. In addition to overseeing daily operations, the CSM is involved in quality audits and analyzing metrics in order to identify gaps - diagnosing the what/why and building effective action plans to get and stay ahead of issues. CSMs also work closely with our Program Managers, providing operational metrics for Quarterly Business Reviews and working on optimization initiatives. The ideal candidate has specialty pharmacy experience and moved into a broader business role over time. This candidate thrives on providing great customer service, working flexibly in a fast moving and sometimes ambiguous environment, and leading a team. As a People Leader, you will be responsible for driving individual and team performance through consistent coaching, real-time feedback, and active mentorship - a hands-on manager for our hourly workforce. You thrive in a fast-paced environment, focusing on developing the skills of our frontline hourly associates while ensuring key service metrics are met and career paths are forged. The CSM role continues to evolve, allowing room for new ideas and the opportunity to shape what the role and the company look like moving forward. This is a high visibility role, with significant autonomy and frequent interaction with our clinical leadership team. Clinical Services Managers report to our VP of Clinical Services. This role is remote and could require travel to customer sites up to 50% of the time.

Requirements

5+ years of experience with a minimum of 3-5 years in specialty pharmacy operations or a similar role, with an aptitude for customer relations and operational management.
Experience/knowledge of the pharmacy space is required; specialty pharmacy experience is strongly preferred.
Strong relationship-building and communication skills, with the ability to adapt communication styles to various audiences
Excellent time management skills with the ability to manage effectively across multiple customers.
Proficient in analyzing operational metrics to identify/diagnose issues.
Experience in operational oversight, with a focus on issue resolution and process optimization.

Responsibilities

Relationship Building: Establish and maintain strong, collaborative relationships with key stakeholders, including dispensers, clinic staff, financial personnel, providers, and executives. Your ability to connect with stakeholders at all levels is essential.
Effective Communication: Tailor communication to suit various audiences, ensuring clarity and alignment. From engaging with prior authorization staff on operational details to partnering with Program Managers to contribute to strategic insights in Quarterly Business Reviews (QBRs), your communication should be both clear and impactful.
Objection Handling: Proactively address concerns and objections raised by clinic stakeholders. Utilize reassuring and confident communication techniques to advocate for our program and ensure satisfaction across all organizational levels.
People Management: Supervise daily operations, manage schedule adherence, and maintain a high-energy culture. Balance operational efficiency with a supportive employee experience, ensuring our team is engaged, productive, and equipped to handle high call volumes.
Proactive Monitoring: Regularly monitor communication channels, task queues, and documentation to identify potential operational gaps before they impact customers. Aim for zero emergent escalations.
Issue Resolution: Distinguish between program-related and operational issues, addressing customer expectations independently when possible, and escalating Clin Ops-related concerns as needed. Take ownership of investigations and ensure swift resolutions, always keeping an eye to closing the loop and next steps.
Operational Alignment: Participate in operational reviews with internal teams, maintaining a high alignment score based on cross-functional feedback regarding clarity and execution. Work on optimization initiatives.
Customer Request Evaluation: Lead assessments of the operational implications of customer requests, working toward mutually viable and effective solutions.