YOUR PASSION, ACTIONS & FOCUS is our Strength
Become one of our Contributors
Join the KnipperHEALTH Team!
KnipperHealth is a highly profitable, rapidly growing company that is competitively unique and nimble in service solutions. We offer incredibly competitive pay and benefits that start on your first day of employment.
Things you can expect within your first 90 days:
• Zero time waiting for benefits
• Welcoming team with a great culture
• Classroom and on-the-job training
• 30/60/90 check-ins with leadership team
• Educational Assistance Opportunities
POSITION SUMMARY:
The Sr. Manager, Patient Support supports Pharmacy Leadership through the execution of the assigned program(s). The Sr. Manager, Patient Services provides oversight and assistance to the supervisor in the areas of daily work distribution, quality monitoring and auditing, program and system documentation development and training, client interaction on processes, program performance and feedback on staff performance.
Additional responsibilities include strategic planning and execution of all call center operations. Management and leadership of processes for the continuous improvement of customer experience. Tactical emphasis is on patient care, quality management, workforce planning, recruiting, coaching, and training. Performance metrics include call efficiency, low abandonment rate, acceptable turnover, and financial performance. A commitment to excellence is demonstrated through continuous staff development programs enhancing employee engagement, service, knowledge, skills, and morale.
The Sr. Manager’s success is measured by the organization’s ability to provide high quality services while meeting Service Level Agreements (SLA), improving call performance, increased use of resources and adaptation of new proven technologies to increase efficiency, and achievement of metrics.
Responsibilities Execute day-to-day operations specific to the assigned program(s) as they pertain to workflow, patient experience, personnel management, and operational strategyResponsible for overall management of assigned operations to include proper staffing levels are effectively deployed to meet financial objectivesDirect oversight of Supervisors and Team Leads within assigned program(s)Keep Pharmacy Leadership and client services liaison updated on all activities, metrics, and issuesEnsure that established SLAs are achieved.Conduct effective resource planning working closely with HR to ensure staffing needs are maintained; interview using established Knipper Heath interviewing best practicesIdentify and communicate problems in process or program(s) and recommend solutions.Identify and drive process improvements to improve efficiencies and overall patient experienceMonitor Key Performance Indicators (KPIs) – Identify, track and utilize KPIs to achieve business objectives and drive continuous process improvement.Meet regularly with staff and Pharmacy Leadership to identify & resolve issues, establish goals and objectives, and review operative proceduresWork closely with other Pharmacy Leadership (and IT as needed) to identify productivity enhancements and cost savings measures through the use of technologyDevelop and maintain effective organization of responsibility, including efficient recruiting, training, coaching, recognition, workflow patterns, performance standards, delineation of duties and responsibilities, staffing levels and supervisionEvaluate effectiveness of current SOPs, Work Instructions (WI) and other work practice documents and recommend changes where necessary.Operate as subject matter expert for the program operations, disease state, if applicable with a strong focus on the patient experience.Handle escalated inquires for patient/HCP issue resolutionMonitor competitive landscape and identify key trends that impact the overall program performance and client satisfaction and generate appropriate reports.In addition to providing leadership to assigned team, work with Pharmacy Leadership to actively engage and support the development of the broader Management team to ensure optimal performance and succession planningMaintain patient confidentiality at all times.
The above duties are meant to be representative of the position and not all-inclusive.
Qualifications
MINIMUM JOB REQUIREMENTS:
Bachelor's Degree with three (3) or more years related experience or equivalent combination of education and experienceFive (5) years or more of work experience in a contact center, pharmacy, managed care, Medicaid and/or Medicare organizations, pharmaceutical and/or biotech manufacturer, insurance, medical office, or related fieldFive (5) years or more of supervisory experienceExperience with HIPAA, PDMA, cGMP adverse eventsPREFERRED EDUCATION AND EXPERIENCE:
Specialty pharmacy experienceSupervisory experience in a call center environmentProject management experienceBi-lingual, English and SpanishKNOWLEDGE, SKILLS & ABILITIES:
Excellent verbal and written communication skillsExcellent interpersonal skillsExcellent organization skills and detail orientedExcellent critical, analytical and complex problem-solving skillsAdvanced computer skills to include Microsoft Office (Word, Excel, Visio, PowerPoint and Outlook)Ability to balance multiple priorities to meet expected response deadlinesAbility to establish and maintain effective working relationships with key stakeholders and diverse work groupsProven track record of developing collaborative working partnerships with other departments and leaders to successfully achieve goals and develop strong end-to-end business processes.Strong financial and analytical skills – ability to manage cost, identify drivers of lower-than-expected performance, and drive performance improvements.Possess strong organizational and planning skills to include demonstrated project management, change management, and execution skills along with operational creativity.Ability to adapt quickly to changing environmentDemonstrated leadership skills in successfully managing teams and collaboratingDemonstrated ability to influence, direct and guide a teamDemonstrated orientation to process improvementPHYSICAL DEMANDS:
Location of job activities 100% insideExtensive manual dexterity (keyboarding, mouse, phone)Use of phone for communicationNoise and/or vibrations exposureFrequently reach (overhead), handle, and feel with hands and armsSit for prolonged periods of timeOccasionally stoop, kneel, and crouchOccasionally lift, carry, and move up to 25 poundsReasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
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