Manager, Therapy Operations

About the role

The Manager, Therapy Operations manages front-line Patient Care Coordinators involved with patient care within an assigned Rare Disease COE therapeutic category. Reporting to the Director, Therapy Operations, this role is responsible for providing management guidance and direction, ensuring adherence to standard operating procedures, overall problem solving and follow-up, performance monitoring and management, mentoring, staff training and development, and data gathering and reporting. This role is the foundational management level within the COE operations structure and serves as the entry point for the Manager-to-Sr. Manager developmental pathway.

Responsibilities

• Manage day-to-day operations of a team of 10–20 Patient Care Coordinators supporting assigned Rare Disease COE therapeutic category programs; ensure adherence to established workflows, service standards, and quality benchmarks.
• Monitor individual and team KPI and productivity performance; identify gaps and escalate issues and corrective action needs to the Director, Therapy Operations.
• Interact with outside customers including manufacturer partners and provider offices professionally; meet manufacturer needs for drug products serviced in the therapy team.
• Conduct regular one-on-one's, performance reviews, and coaching sessions with direct reports; ensure staff is trained to meet service level goals within the therapy team.
• Collaborate with Clinical, Intake, Reimbursement, and Quality teams to resolve patient case issues and ensure timely, high-quality therapy delivery.
• Develop, support, and reinforce operational procedures, SOPs, and compliance policies to ensure smooth workflow within the team.
• Report on key operational metrics and data; participate in team meetings, training programs, and process improvement initiatives as directed by the Director, Therapy Operations.

Requirements

• Demonstrated ability to manage, motivate, and develop a team of Patient Care Coordinators in a fast-paced specialty pharmacy or patient support environment.
• Working knowledge of specialty pharmacy workflows including case initiation, prior authorization, patient intake, patient/prescriber interactions, and fulfillment processes.
• Positive interpersonal communication skills; able to effectively communicate with employees at all levels (written and verbal).
• Excellent organizational and time management skills; ability to multi-task and change priorities quickly; detail oriented.
• Strong analytical skills; aptitude for effective and creative problem-solving.
• Proven leadership skills; able to successfully manage and develop high-performing teams; able to effectively analyze, interpret, and resolve performance issues.
• Able to interact with outside customers — including manufacturer partners and provider offices — in a professional manner.
• Familiarity with standard operating procedures and quality standards within specialty pharmacy.
• Willingness and ability to grow toward Sr. Manager, Therapy Operations responsibilities over time.
• Proficiency in Microsoft Office (Excel, Word, PowerPoint); 2+ years with CPR+, Caretend, or SPRx strongly preferred.
• 5+ years of managerial or supervisory experience in specialty pharmacy, specifically managing non-exempt employees.

Qualifications

• 5+ years of managerial or supervisory experience in specialty pharmacy, specifically managing non-exempt employees.
• Proven leadership skills; able to successfully manage and develop high-performing teams; able to effectively analyze, interpret, and resolve performance issues.
• Ability to interact with outside customers — including manufacturer partners and provider offices — in a professional manner.
• Familiarity with standard operating procedures and quality standards within specialty pharmacy.
• Willingness and ability to grow toward Sr. Manager, Therapy Operations responsibilities over time.
• Proficiency in Microsoft Office (Excel, Word, PowerPoint); 2+ years with CPR+, Caretend, or SPRx strongly preferred.

Skills

• Positive interpersonal communication skills.
• Excellent organizational and time management skills.
• Strong analytical skills.
• Proven leadership skills.
• Ability to interact with outside customers — including manufacturer partners and provider offices — in a professional manner.
• Proficiency in Microsoft Office (Excel, Word, PowerPoint).
• 2+ years with CPR+, Caretend, or SPRx.

Benefits

We offer a comprehensive benefits package designed to support your health, financial security, and overall well-being: Medical Coverage, Dental, and Vision Coverage, 401(k) with employer match, Accident and Critical Illness coverage, Company-paid life insurance options, Generous PTO, paid holidays, and floating holidays, Tuition reimbursement program.

Pay

The salary range for this position is $65,000-$75,000 per year.

Schedule

This position is hybrid, 3 days on-site currently (subject to change).