Operations Manager

Position Summary

Under the general direction of Senior Operations leadership/Director, the Operations Manager is responsible for the overall administration of a program or project as required by the client contract. The program overseen by this candidate is a pharmaceutical hub reimbursement operation program.

Primary Duties and Responsibilities

• Ensures team is meeting contractual obligations.
• Design programs which promote high motivation among team members.
• Counsels, coaches, and sets goals for supervisors to help develop them for career progression.
• Provides day-to-day instructions to team members on job responsibilities.
• Helps associates resolve work-related issues.
• Supports new associates in their efforts for growth and development.
• Participates in the hiring and termination process.
• Develops and conducts Train the Trainer program.
• Provides feedback up and down the organization (Positive and Constructive).
• Participates in client meetings; prepares agenda and / or takes meeting notes.
• Ensures open communication with program support.
• Translates and oversees organizational strategies for assigned goals.
• Identifies client issues; receives and triages client requests.
• Proactively identifies program issues and proposes ways to address them.
• Maintains positive rapport with client.
• Understands the billing process and contractual obligations.
• Participates in budget planning.
• Accountable for program quality and compliance with standard operating procedures.
• Designs project task plan and standard operating procedures.
• Analyzes reports for trends and gives recommendations.
• Analyzes progress of tactical issues.
• Reports all Adverse Events (AE) disclosed in alignment with training and Standard Operational Procedures (SOP)

Experience and Educational Requirements

• Previous 4+ years of experience in a reimbursement hub, specialty pharmacy, physician’s office, medical insurance, healthcare setting, and/or related experience.
• Previous 2+ years supervisory experience is required.

Minimum Skills, Knowledge and Abilities

• Strong interpersonal skills and attention to detail.
• Able to communicate effectively both orally and in writing.
• The ability to manage multiple tasks.
• Working knowledge of Microsoft Office.
• Able to resolve associate issues effectively and efficiently.
• General knowledge of reimbursement, patient assistance programs, database elements and functionality; operational policies and processes particularly distribution processes / interfaces.
• Proven ability to appropriately escalate issue to management.
• Health care research and analysis skills sufficient to support payer research, healthcare policy library and state management.

Physical Demands

• While performing the duties of this job, the employee is regularly required to sit.
• The employee must occasionally lift and/or move up to 10 pounds.

Work Environment

• The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• The noise level in the work environment is usually moderate.

Schedule

• Must be flexible on schedule and hours.
• Extensive travel is required (60% travel).