Director of Client Services Program Operations

IQVIA•Northborough, MA

About The Position

The Director of Client Services Program Operations works with the Executive Management team to effectively report, manage, and operate Manufacturer programs. This role collaborates with the Chief Commercial Officer and Vice President of Program Operations to understand the company’s short-term and long-term goals of growth and development in order to foster relationships between manufacturers and AllCare Plus Pharmacy. This is a supervisory role with responsibility for direct reports. The information contained herein is intended to be an accurate reflection of the duties and responsibilities of the individuals assigned to this position. They are not intended to be an exhaustive list of the skills and abilities required to do the job. AllCare Plus Pharmacy reserves the right to revise the job or to require that other or different tasks be performed as assigned.

Requirements

Bachelor’s Degree (Master’s Degree Preferred)
5-10 years’ prior relevant work experience
High regard for service, be very personable and compassionate
Possess a good understanding of the Specialty Pharmacy industry and its integration with manufacturers and payors
Ability to work in a fast paced, ever-changing environment
Ability to manage and track data for a sophisticated and often complex sales process
Demonstrate analytic and problem solving skills, and understand the impact of individual decisions on other parts of the organization and the environment.
Understanding of financial analysis, reimbursement techniques and strategies, and financial outcome measures. Application of financial analysis and planning to achieve organizational objectives.
Understanding of the rights and protection of employees, effective workforce planning, and performance management.
An understanding of governance structures and the ability to foster trust and effectively support governance systems and achieve organizational goals.
Setting organizational direction and strategies based on an understanding of the market and market forces, and communicating an organization’s capabilities and strengths to consumers.
An understanding of how technology can be used to promote managerial and clinical efficiency and improve health care delivery. The ability to effectively manage information resources and plan for future needs.
Knowledge of liability and compliance regulation, the ability to employ strategies to mitigate risk, avoid malpractice and plan for disasters.
Application of techniques that continually improve the quality of care provided, patient safety, organizational performance, and the financial health of the organization.
Demonstrate an understanding of how the various components of the health care system is organized and financed, and how they interact to deliver medical and health care.
Understand the professional roles, responsibilities, and values of the range of health care professionals in order to foster effective relationships and promote an optimal care environment.
Understand the patient experience, demonstrate a commitment to patients’ rights and responsibilities, and ensure that the organization provides a safe environment for patients and their families.
Monitor trends in the local and national environment to the delivery of care, demonstrate a familiarity with the regulations impacting health care delivery, and understand the impact of public policy decisions on cost, quality and access to care
The ability to build and maintain relationships with internal as well as external stakeholders that are anchored in trust and where decision-making is shared.
Be able to utilize verbal, written and presentation skills to communicate an organization’s mission, vision, values and priorities to diverse audiences.
The ability to move a group toward a conclusion, guiding the group collectively through substantive discussion, compromise and consensus.
The ability to exercise appropriate leadership styles and behavior, employ critical thinking skills, and advocate for the organization and its values in the community and public policy arena.
Foster a culture that values diversity, promotes teamwork, and engenders a commitment to the purpose and values of the organization.
Establish and communicate a compelling vision for the organization that guides strategy formulation and direction.
Be able to promote organizational development and continuous improvement, and use systems thinking to enact change in complex organizations.
Practice and advocate ethical decision-making and actions, promote patients’ rights and responsibilities, effectively manage stress and personal resources, and act in accord with professional roles and norms.
Participate in proactive career planning and continually update professional knowledge.
Mentor or coach others in the workplace, provide service to the community that improves community health status and standards of care, and adds to the professional body of knowledge by teaching, research or other means.

Nice To Haves

Master’s Degree

Responsibilities

Responsible for manufacturer program operations and client relationship
Supervise and coordinate daily workflow with program director, managers and care managers
Understand and coordinate all financial assistance program requirements with appropriate departments
Examine metrics and reporting daily for all program activity
Facilitate data requirements between clients and third parties
Facilitate communication and collaboration for all program changes and updates between all departments
Responsible for program specific SOP management and documentation processes
Assist with program change requests for CRM updates
Present on demand data to Executive Team as requested
Demonstrate a high aptitude for learning about the specialty pharmacy healthcare environment
Establish and maintain effective working relationships with all company support departments
Provide communication and follow up to ensure staff are fully informed of all new information related to products, procedures, customer needs and company related issues, changes or actions