Manager, Field Reimbursement Services

About the role

The Manager, Field Reimbursement Services is responsible for leading a team of field-based reimbursement managers and day-to-day operations of a field reimbursement program sourced to McKesson by a pharmaceutical manufacturer client. The primary objective is to hire, develop, coach, evaluate, culture-build, and lead the reimbursement team, enabling them to successfully engage specialty physician offices and support the manufacturer customer. Additional responsibilities include overall management of program operations including staffing, profitability, standard operating procedures, process design, implementation, and improvements. The position monitors client SLA agreements to ensure compliance, making staffing and process changes if SLAs are not met. Supervisory guidance covers a nation-wide team of remote-based direct reports requiring activity monitoring, performance development, and extensive travel for in-person training and ride-alongs. This role regularly interacts with members throughout the client's organization, primarily with the client's head of Reimbursement Operations, while also acting as a liaison within McKesson representing the field-based reimbursement team to Client Services, Information Systems, Business Analysts, Quality Assurance, and Training to achieve synergy of processes, training, efficiency, and ultimately, customer satisfaction.

Responsibilities

• Lead a team of field-based reimbursement specialists who provide in-office reimbursement and patient support services in assigned territories.
• Perform all administrative, training, and performance management duties: weekly 1:1 meetings with FRMs, weekly FRM team meetings, monthly check-ins, quarterly performance surveys, and monthly QA audits of FRM activity.
• Ensure effective communication and partnership between the field team and home-office counterparts, including establishing weekly meetings with client and operations teams for consistency and two-way communication.
• Disseminate client direction across the remote team, lead regular team teleconferences, and conduct quarterly ride-alongs with individual team members for ongoing training and development.
• Provide field operations efficiencies and innovative ideas to enhance the Field Reimbursement Program; execute on assigned field operations projects.
• Ensure all SLA and contractual commitments are met; manage team adherence to privacy and compliance obligations per the Rules of Engagement document (varies by client).
• Monitor activity in FRM SFDC to ensure adherence and SLA expectations are met.
• Work in tandem with the client's Head of Reimbursement Operations to execute the client's strategic initiatives.
• Provide managerial oversight of day-to-day team activities and report results to McKesson Client Services and key client contacts.
• Partner with the Sr. Manager to establish and produce monthly and quarterly reports for the client.
• Manage client expectations regarding service delivery; provide proactive consultative services on process improvement, revenue-generating, and cost-saving opportunities (evaluated via FRM SFDC reporting, operations reporting, and client satisfaction each quarter).
• Assist in preparation of and participate in Quarterly Business Reviews to the client on the state of their business, outlining opportunities for enhancement, growth, and efficiency.
• Drive FRM development: partner with each FRM to establish a minimum of two development opportunities for career pathing; provide ongoing training and educational opportunities (payer education, conferences, mentorships, billing and coding, My Learning courses selected by manager).

Qualifications

• 6+ years of reimbursement experience and 2+ years of supervisory experience.
• 4-year degree in a related field or equivalent experience.
• Experience supporting a Field Reimbursement Team preferred.
• Experience managing a field-based team; management of a field-based reimbursement team strongly preferred.
• Proven account management/client management experience, preferably in pharmacy or healthcare.
• Proven experience in direct communication with pharmaceutical clients or stakeholders.
• Collaborative, customer-focused, and able to create visible value for the client and within the organization.
• Ability to develop strong team relationships and align individuals around team goals.
• Proven ability to handle multiple projects toward effective solutions, on budget and on timeline.
• Detailed understanding and experience with process documentation and improvement.
• Proficiency with Microsoft Office Suite.
• Excellent verbal and written communication skills.

Working conditions

• General office demands: remote, work-from-home.
• Travel requirements: 60–80% (3–4 days per week) via automobile or plane; must have a valid driver's license with a clean driving record/MVR.
• Physical requirements: possible long periods of sitting and/or keyboard work.

Pay

Base pay range: $83,300 – $138,800. In addition to base pay, other compensation such as an annual bonus or long-term incentive opportunities may be offered. Pay is determined by factors including performance, experience, skills, equity, regular job market evaluations, and geographical markets.