Manager, Patient Support - Hub Svcs

Responsibilities

• Service Delivery/Program Setup - Responsible for medium-sized and small programs (<$10m).
• Utilizes current program documentation and training materials.
• Partners with the hub service delivery team if changes are required.
• Identifies onboarding talent.
• Tracks credentialing.
• Ensures supervisors track and report credentialing and retraining.
• Monitors overtime to ensure cost-effective utilization.
• Collaborates with program management to execute brand programs.
• Works internally with technical teams for issue resolution and prioritization.
• Maintains a visible presence to all staff and answers on-demand questions.
• Communicates company and sometimes client-related messages to the team as indicated by the director.
• Communicates daily with the program manager for the program to ensure synchronicity.
• Maintains strict compliance with company and client policies regarding business rules and ethics, as well as applicable local, state and national federal laws.

Qualifications

• Bachelor's degree in business, marketing, communications, or related field OR equivalent of 7 years of related experience in a healthcare, patient support setting.
• Minimum of 3+ years of related operational experience, at least 2-3 years of leadership experience.
• Minimum of 1 year managing in a patient support hub or healthcare setting preferred.
• Familiarity with healthcare or pharmaceutical processes, terminology, and regulations.
• Demonstrated leadership abilities.
• Excellent oral and written communication skills.
• Excellent organizational skills.
• Demonstrated ability to drive world class customer service and patient outcomes.
• Must have an extreme sense of patient/customer empathy.
• Strong creative problem-solving skills and ability to manage effectively through ambiguity and complex situations.
• Self Lead. Skilled at operational execution and driving results.

Qualifications (continued)

• Process Knowledge: Identifies, documents, and monitors key processes needed to achieve successful business results.
• Decision Quality: Ability to make appropriate, informed, and timely decisions while ensuring compliance with company policies, practices, and core values.
• Customer Service Orientation: Anticipates, identifies, and addresses the needs of customers/clients, sometimes before those needs are voiced. Focuses on improving the level of service provided.
• Consultation/Communication: Ability to guide employees and organizational stakeholders, offer solutions based upon best practices, and generates specific organizational interventions (e.g., change management, training) to support organizational objectives.

Travel Requirements and Schedule

• 5% travel.
• Based out of Pittsburgh operations center.
• Work schedule in support of an 8 AM – 8 PM contact center.
• Flexibility to support the needs of the business (evenings, weekends, etc.) as needed.

Compensation & Benefits

• Posted Salary Range: USD $61,900.00 - USD $92,200.00 /Yr.
• Opportunities for a bonus (or commissions).
• Comprehensive benefits including medical, dental, vision, life, and disability insurance.
• 401(k) plan with employer contributions where applicable.
• Flexible paid time off (PTO) policy for exempt employees.
• Eight standard company holidays and three floating holidays annually.