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 Manager, Patient Services supports Pharmacy Leadership through the execution of the assigned program(s). The 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.
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 in order 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.Monitor 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 technologyEvaluate 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 Bachelor's Degree with three (3) or more years related experience or equivalent combination of education and experienceThree (3) years 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 fieldTwo (2) years of supervisory experienceExperience with HIPAA, PDMA, cGMP adverse events
PREFERRED EDUCATION AND EXPERIENCE:
Specialty pharmacy experienceSupervisory experience in a call center environmentProject management experienceBi-lingual, English and Spanish
KNOWLEDGE, 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 groupsAbility 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 improvement
PHYSICAL 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 pounds
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
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