Manager, Patient Support

Knipper HEALTH

40d

About The Position

YOUR PASSION, ACTIONS & FOCUS is our Strength Become one of our Contributors Join the KnipperHEALTH Team! KnipperHealth is a highly profitable, rapidly growing company that is competitively unique and nimble in service solutions. We offer incredibly competitive pay and benefits that start on your first day of employment. The Manager, Patient Services supports Pharmacy Leadership through the execution of the assigned program(s). The Manager, Patient Services provides oversight and assistance to the supervisor in the areas of daily work distribution, quality monitoring and auditing, program and system documentation development and training, client interaction on processes, program performance and feedback on staff performance.

Requirements

Bachelor's Degree with three (3) or more years related experience or equivalent combination of education and experience
Three (3) years of work experience in a contact center, pharmacy, managed care, Medicaid and/or Medicare organizations, pharmaceutical and/or biotech manufacturer, insurance, medical office, or related field
Two (2) plus years’ experience in patient services to include hub program management
Two (2) years of supervisory experience
Experience with HIPAA, PDMA, cGMP adverse events
Excellent verbal and written communication skills
Excellent interpersonal skills
Excellent organization skills and detail oriented
Excellent critical, analytical and complex problem-solving skills
Advanced computer skills to include Microsoft Office (Word, Excel, Visio, PowerPoint and Outlook)
Ability to balance multiple priorities to meet expected response deadlines
Ability to establish and maintain effective working relationships with key stakeholders and diverse work groups
Ability to adapt quickly to changing environment
Demonstrated leadership skills in successfully managing teams and collaborating
Demonstrated ability to influence, direct and guide a team
Demonstrated orientation to process improvement

Nice To Haves

Specialty pharmacy experience
Supervisory experience in a call center environment
Project management experience
Bi-lingual, English and Spanish

Responsibilities

Execute day-to-day operations specific to the assigned program(s) as they pertain to workflow, patient experience, personnel management, and operational strategy
Responsible for overall management of assigned operations to include proper staffing levels are effectively deployed in order to meet financial objectives
Direct oversight of Supervisors and Team Leads within assigned program(s)
Keep Pharmacy Leadership and client services liaison updated on all activities, metrics, and issues
Ensure that established SLAs are achieved.
Conduct effective resource planning working closely with HR to ensure staffing needs are maintained; interview using established Knipper Heath interviewing best practices
Identify and communicate problems in process or program(s) and recommend solutions.
Monitor Key Performance Indicators (KPIs) – Identify, track and utilize KPIs to achieve business objectives and drive continuous process improvement.
Meet regularly with staff and Pharmacy Leadership to identify & resolve issues, establish goals and objectives, and review operative procedures
Work closely with other Pharmacy Leadership (and IT as needed) to identify productivity enhancements and cost savings measures through the use of technology
Evaluate effectiveness of current SOPs, Work Instructions (WI) and other work practice documents and recommend changes where necessary.
Operate as subject matter expert for the program operations, disease state, if applicable with a strong focus on the patient experience.
Handle escalated inquires for patient/HCP issue resolution
Monitor competitive landscape and identify key trends that impact the overall program performance and client satisfaction and generate appropriate reports.
In addition to providing leadership to assigned team, work with Pharmacy Leadership to actively engage and support the development of the broader Management team to ensure optimal performance and succession planning
Maintain patient confidentiality at all times.
The above duties are meant to be representative of the position and not all-inclusive.