Virtual Operations Manager - EST

Amplity Health•Indianapolis, IN

11d•Remote

About The Position

Join Amplity, the full-service go-to partner of biopharma companies that delivers flexible + specialized medical + commercial services. No matter where a drug is in its lifecycle, we scale with ease to maximize resources + improve impact for all our clients. Through strategic partnerships + deep therapeutic expertise, Amplity transforms how breakthrough treatments reach the people who need them. Operations Manager: The Operations Manager at all levels is responsible for building and preserving positive relationships with client, brand, marketing, and sales teams, assisting with generating new business, and identifying opportunities for growth while managing one or more of the following: Fulfillment vendors for email and direct mail Co-pay vendors for co-pay cards and vouchers Interactive voice response vendors Call center/contact center vendors Healthcare Professional Inside Sales and Service Initiatives To succeed in this role, you should be an excellent communicator, able to work with all levels within the organization, able to build rapport with customers and service partners, comfortable with ambiguity, and demonstrate the ability to handle the pressures of a dynamic environment.

Requirements

BA/BS Degree or equivalent work experience
3+ years of experience with Fulfillment operations (DM, EM and SMS) and project implementations with experience managing a minimum of 3 implementations simultaneously
Minimum at-home requirement of High-Speed Cable Internet or Fiber Optic Cable to ensure ability to work remotely from home as required by business need
Demonstrated ability to effectively manage multiple projects with competing priorities concurrently
Effective at collaboration and communication with internal and external stakeholders
Pharmaceutical industry experience in the area of fulfillment operations
Proven proficiency in the area of teamwork
Expert ability in managing the details to ensure quality and compliance adherence
High attention to detail and ability to follow through on escalations

Responsibilities

Manage the fulfillment requirements of multiple Consumer and HCP programs across several brands, including one-time mailings, RM programs and Adherence Programs
Participate in and/ or facilitate face to face brand strategy, operations and Launch Management Team meetings for each program
Effectively manage a P&L and budget
Manage relationships, implementations, multiple vendors, operations, and post-launch responsibilities
Develop and implement business rules for new business tactics with project execution team members (Brand, Operations Manager, Contact Center)
Consult with Creative Agencies and Brand Team Members to implement templated assets and approved sizes of DM and EM for faster onboarding of new workstreams
Manage key project milestones to meet the overall campaign deliverables, including managing the submission of first use for MAP approval and FDA submissions
Final Quality Assurance of production ready assets
Manage asset inventory for all DM components
Manage re-reviews for all DM and EM assets to ensure adherence with MAP approval and FDA submissions
Establish, track and analyze fulfillment operations/ metrics to identify critical trends and implement needed process enhancements
Ensure compliance with regulatory requirements and guidelines (including 48hr PI, OIG guidance, Vermont pricing and other state requirements)
Manage the implementation of various patient benefit programs (copay and voucher cards), including developing the business rules and managing prefix assignments
Develop key operational reports for fulfillment management to monitor performance and drive continuous process improvements
Strategic partner to the Client’s marketing team to design, develop and manage the consumer contact center channel supporting new product launches, line extensions, copay card programs, direct to consumer and relationship marketing campaigns
Support multiple concurrent contact center brand programs, including Inside Sales and service programs
Identify and document contact center requirements
Develop CRM call guide/script, FAQs and relevant contact center assets and spearhead assets through the Material Approval Process (includes attending face-to-face MAP meetings)
Develop phone tree strategies to ensure first call resolution and seamless call triage to key functions including drug safety, quality, patient services, MIC and patient assistance
Development and management of program timelines, requirements, logistics and launch
Develop and reconcile monthly call forecasts and budget
Conduct User Acceptance Testing of call guides, IVRs, and other assets
Develop and facilitate contact center training
Quality Monitoring of 3rd party vendor call center
Periodic site visits to 3rd party vendor call center for training, monitoring, focus groups and program launches
Manage program escalations
Analyze and manage program performance against KPIs
Communicate program status, performance and insight reporting to key stakeholders
Exceptional communication skills (written and verbal)
Ability to multitask and prioritize
Proven proficiency in the area of teamwork
Strategic partner to the Client’s sales and marketing teams to design and develop outbound Healthcare Professional Sales and Service programs (Inside Sales)
Understand Brand strategy/ unmet customer needs and develop recommended Inside Sales/ Service support model
Management of Inside Sales programs, including liaison with Training for product training and certification; Compliance for quality monitoring; Brand for strategy, messaging and materials
Identify and document contact center requirements
Liaison with IT and Business Rules vendor for metadata setup and CRM programming
Coordination with IVR/ Telephony contacts for procurement of toll-free numbers and programming and testing of upfront messaging and routing