Manager, Patient Services - Client Program Mgmt, Patient Access

PRO-spectus

5d•$102,000 - $130,000•Remote

About The Position

The Manager, Patient Services provides daily oversight and guidance for case management operations and team performance. This role serves as a liaison among the program, clients, ancillary providers, and internal leadership to streamline communication about processes, quality, performance, and expectations. The Manager oversees daily performance and program workstreams to maintain operational efficiency, with close attention to program strategy, project delegation, and implementation. The position leads and supports staff, contributes to program launches and expansions, develops and implements policies and procedures, and works with management to execute processes for new and existing customers. It also monitors projects, risks, metrics, milestones, staffing, and regulatory compliance, while providing updates to teams and leadership. The role supports complex or escalated cases as needed and manages team timekeeping, PTO requests, and timecard approvals. This is a remote-forward role conducted in a professional virtual office environment from the employee’s home address on file. The role requires flexibility to support activities across various time zones. PRO-spectus describes its culture as supportive, dedicated, teamwork-driven, and focused on improving the lives of patients.

Requirements

Advanced knowledge and experience in a healthcare setting, typically accompanied by 2–4 years of experience in a pharmacy, healthcare setting, and/or insurance background with a customer service focus.
Excellent written and verbal communication skills.
Strong follow-through, determination, and tenacity.
Ability to adapt to ambiguity and change and help the workgroup remain productive.
Ability to manage crises and volatile situations effectively.
Ability to mentor and empower team members to address challenges.
Ability to facilitate collaboration among coworkers and external partners across a distributed, remote environment.
Ability to hold oneself and the team accountable for outcomes, goals, and compliance with policies and procedures.
Ability to work independently without continuous supervision.
Leadership and team-building skills.
Strong aptitude for influence and negotiation.
Strong understanding of the biopharmaceutical, medical device, or diagnostic market and relevant patient access and reimbursement challenges.
Flexibility to work hours that support activities across various time zones.

Nice To Haves

Previous experience in people management and leading remote teams.
College degree (bachelor’s or associate degree).

Responsibilities

Provide daily oversight and guidance to the team, assess productivity and quality, and report team performance and improvement opportunities to senior leadership.
Act as a liaison among the program, clients, ancillary providers, and internal stakeholders, building and maintaining relationships with internal and external partners.
Participate in recruiting, hiring, interviewing, training, coaching, developing, and managing the performance of staff.
Collaborate across departments on launches, program expansions, and internal or client-facing initiatives.
Assist in developing and implementing policies and procedures for new and existing programs.
Support departmental strategic direction and implement processes for new and existing customers.
Provide support for complex or escalated cases involving clients, healthcare professionals, patients, and ancillary providers as needed.
Lead and manage a remote team working across time zones to maintain employee productivity.
Monitor program and project progress, identify potential risks, and develop mitigation strategies.
Lead meetings and provide regular program and project updates to team reports, senior leadership, and project managers.
Ensure staffing needs are met and resolve staffing issues.
Ensure project compliance with company policies, procedures, and regulatory requirements.
Monitor metrics and milestones against expectations and accountabilities.
Improve project management methodologies, tools, and processes to support timely, on-budget projects that meet stakeholder expectations.
Manage team timekeeping, PTO requests, and timecard approvals.
Participate in ongoing training to develop professional skills.
Perform other program duties as necessary or assigned.