Manager, Patient Services & Operations
About The Position
The Manager, Patient Services & Operations leads the people and processes supporting patients served through Assisted Living Facilities, Medz2Home, and other pharmacy programs, sites, or partners as the organization grows. This role ensures patients are effectively onboarded, tracked, dispensed, delivered, billed, and supported in a high-volume pharmacy operation. The Manager works with pharmacy operations, billing, intake, customer service, delivery, technology, and other functional leaders to establish clear ownership, resolve service barriers, and provide timely, accurate, coordinated patient service. The position oversees patient-service workflows, employee performance and development, partner onboarding and support, and operational reporting and improvement. It provides primary operational oversight for Medz2Home services in New Jersey and supports expansion into additional locations, markets, or service models. The role also requires travel to partner facilities or operating locations as needed. The regular schedule is approximately 40 or more hours per week, generally Monday through Friday with rotating weekends. Additional days or hours may be required based on business needs. The employee must regularly lift or move up to 20 pounds and frequently stand, walk, bend, and perform repetitive hand and arm movements. Regular verbal communication and hearing are required, as are close, distance, and peripheral vision, depth perception, focus adjustment, and the ability to distinguish color, shade, and brightness. Reasonable accommodations may be made for qualified individuals with disabilities.
Requirements
- Bachelor’s degree, advanced technical training, or an equivalent combination of education and relevant experience.
- Recommended minimum of four years of progressively responsible experience in pharmacy services, long-term care, assisted living, home-delivery pharmacy, healthcare operations, patient services, or a related environment.
- Experience managing employees and coordinating complex operational workflows, priorities, and service outcomes.
- Demonstrated ability to organize and track multiple patients, facilities, orders, and follow-up requirements simultaneously.
- Strong problem-solving, communication, relationship-management, leadership, and cross-functional collaboration skills.
- Ability to identify workflow breakdowns, establish accountability, and drive issues through resolution.
- Proficiency with Microsoft Office and business reporting, tracking, or workflow tools.
- Ability to travel approximately 25% of the time or as operationally needed.
Nice To Haves
- Experience supporting Assisted Living Facilities, home-delivery patients, or other individual patient-service programs within a pharmacy environment.
- Experience with cycle-fill processes, prescription intake, medication dispensing, billing, reconciliation, delivery, or patient onboarding.
- Experience using pharmacy management systems, electronic health records, automation systems, dashboards, or workflow-management tools.
- Experience developing scalable processes, service controls, performance metrics, or operational reporting.
- Degree in healthcare administration, business, operations, pharmacy services, or a related field.
Responsibilities
- Lead, coach, develop, and manage employees supporting pharmacy patient-service programs, including work assignments, performance expectations, accountability, and employee development.
- Oversee patient-service workflows from onboarding and intake through prescription processing, dispensing, delivery, billing coordination, reconciliation, and follow-up.
- Establish tracking processes and controls to monitor patients, prescriptions, documentation requirements, and outstanding issues through completion.
- Oversee onboarding and ongoing support for Assisted Living Facilities, Medz2Home patients, and other assigned patient-service programs, sites, or external partners.
- Provide primary operational oversight for Medz2Home services in New Jersey and support expansion into additional locations, markets, or service models as assigned.
- Partner with pharmacy operations, billing, intake, customer service, delivery, and other departments to coordinate service and resolve workflow issues.
- Serve as an escalation point for delayed prescriptions, missing information, billing concerns, delivery issues, facility requests, and other patient-service barriers.
- Define roles, handoffs, service expectations, and escalation paths across teams supporting assigned patients and partners.
- Monitor patient-service, workflow, dispensing, delivery, billing, and follow-up metrics to identify risks and improve performance.
- Develop and maintain dashboards, reports, and tracking tools that provide visibility into patient status, outstanding issues, service levels, and operational outcomes.
- Identify recurring process breakdowns and lead corrective actions with appropriate functional leaders.
- Develop scalable, standardized processes to support new facilities, markets, partnerships, and patient-service models.
- Maintain strong relationships with patients, caregivers, Assisted Living leaders, external partners, and internal departments.
- Promote accurate, timely, compliant, and patient-centered service across assigned operations.
- Protect confidential patient, employee, and business information in accordance with applicable law and company policy.
- Travel to partner facilities or operating locations for onboarding, relationship management, operational reviews, and issue resolution as needed.
- Perform other duties and projects as assigned.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
