Manager of Patient Services - Internal Applicants Only

Ardon•Portland, OR

1d•$90,419 - $113,036

About The Position

As we continue to grow, we are seeking a Manager of Patient Services to join our award-winning specialty pharmacy team. About Ardon Health At Ardon, we are passionate about our mission to inspire people and improve lives through the delivery of high-quality, compassionate healthcare services. Our innovative work environment in Portland, Oregon, centers around uplifting collaboration with our employees as we care for patients. Our commitment to cultivating talent and fostering growth within our organization keeps Ardon ranked among the top 100 companies to work for in Oregon. Recognized as a Top Workplace by the Oregonian in 2021, 2022, 2023, and 2024 Our specialty pharmacy Our state-of-the-art specialty pharmacy provides medications that are often used to treat complex or rare conditions. We deliver services to enhance the patient experience within the comfort of their home. We remove barriers to care and provide patients with the education, clinical care and supportive services they need on their treatment journey. We work to build trusted relationships and to be a resource where patients can turn for help. What it’s like to work with our team Our progressive work environment embodies the notion that life is meant to be shared and lived well, through hard work, compassion, and camaraderie. Together, we e njoy team meals and celebrate events and company milestones. Employees like to relax in our lounge equipped with amenities that promote wellness and fun. We volunteer to support patient advocacy organizations within our community. Our employee-run DEI Group is dedicated to diversity and inclusion. To learn more about our team and what we do , watch our video at https://vimeo.com/320864889 . Join us! Do you want a dynamic career opportunity where you can make a difference? Explore the potential of your pharmacy experience in an elevated role. The Manager of Patient Services provides leadership to personnel and processes related to prescription intake, refill management, and non-clinical patient and provider outreach. Manages personnel to ensure high-quality results with exceptional customer service and maximal efficiency. Optimizes use of technology to enhance team processes and the patient experience. Acts under the supervision, direction, and control of a licensed pharmacist and as required by pharmacy law. Functions as an organized, reliable, and results-driven professional, with a practical mind and quick problem-solving ability. Performs with the ability to see the “big picture” and make improvements accordingly. Collaborates with other departments and leaders to maintain operational cohesiveness and continuous improvement. Manages team leaders and teams to foster employee engagement and development. Provides leadership and direction to team to support the Company’s quality program and commitment to continuous quality improvement.

Requirements

High school diploma or GED
Active Oregon Pharmacy Technician License. A Certified Oregon Pharmacy Technician License will be required prior to expiration of existing Oregon license or as required by the Oregon board of Pharmacy.
Must have demonstrated knowledge of performance evaluation and customer service metrics (both inbound and outbound).
Must have excellent organizational and leadership skills with a problem-solving ability.
Must have excellent verbal, written, and interpersonal communication skills.
Must be able to express oneself, detect, perceive, observe, and assess information exchanged in a variety of communication methods.
Must be able to demonstrate proficiency with computer applications.

Nice To Haves

Three or more years’ experience in a leadership role in a pharmacy setting
Two or more years’ experience supervising call center employees
Experience in specialty pharmacy
Proven experience in managing large-scale projects
Experience in process and quality improvement
Certified Call Center Manager (e.g., CCCM) or equivalent qualification

Responsibilities

Conducts all activities under the supervision, direction, and control of a pharmacist and as required by law.
Oversees all non-clinical stages of referral intake, refill management, patient and provider outreach, and prescription resolution. Develops operational objectives for teams’ daily activities.
Conducts effective resource planning to maximize the productivity of resources (people, technology, etc.).
Collects and analyzes department statistics (costs, customer service metrics, etc.).
Manages patient service operations including business implementation processes to support business growth.
Effectively manages department by coaching and developing supervisors, leads, and support staff.
Maintains patient safety as top priority. Demonstrates dedication toward continuous quality improvement.
Collaborates with relevant departmental leaders to maintain cohesiveness across operations, quality, and compliance.
Serves as subject matter expert for department. Represents Ardon as SME as requested to entities including accrediting bodies and external partners.
Constructs operational plans to ensure that department performance benchmarks and guarantees are met.
Regularly identifies and resolves areas of improvement or opportunity. Demonstrates problem-solving abilities and complete follow-through.
Works closely with the Information Technology department to ensure projects are prioritized and outcomes are as agreed. Facilitates error reduction, quality control, and ensures appropriate prevention methods are in place and followed.
Leads operational patient transition planning such as onboarding and formulary change initiatives. Maintains close communication with stakeholders to optimize processes and improve results.
Executes initiatives to improve the patient experience, reduce costs, improve efficiency, and ensure patient safety and compliance.
Supports operational business continuity planning and response to prioritize employee safety and continuous patient care.
Works with supervisors to ensure workload is evenly distributed for maximum performance and performance guarantees are met.
Understands processes and requirements for all lines of service including populations with enhanced services and special handling needs.
Maintains active Oregon license. Informs supervisor within 1 business day (and Oregon Board of Pharmacy within 10 days) of any arrests, convictions, suspected or known violations of law, or any other conduct that might affect or has affected license status. Reports to Oregon Board of Pharmacy within 15 days any changes to name, residence address, or mailing address, email, phone, or employment.
Oversees the creation of educational and support materials for patient services.
Provides leadership and input to the quality management program, including the Quality Assurance Committee (QAC). Actively participates as member of Quality Management Committee (QMC)
Complies with the company’s Human Resources policies, Employee Handbook, Code of Conduct, and all department policies and procedures, including protecting confidential company, employee, and customer information; attending work punctually and regularly; and adhering to good safety practices in all activities.
Performs other duties and projects as may be assigned.