Senior Manager, Patient Support

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.

• Execute day-to-day operations specific to the assigned program(s) as they pertain to workflow, patient experience, personnel management, and operational strategy

• Responsible for overall management of assigned operations to include proper staffing levels are effectively deployed to meet financial objectives

• Direct oversight of Supervisors and Team Leads within assigned program(s)

• Keep Pharmacy Leadership and client services liaison updated on all activities, metrics, and issues

• Ensure 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 practices

• Identify and communicate problems in process or program(s) and recommend solutions.

• Identify and drive process improvements to improve efficiencies and overall patient experience

• 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 procedures

• Work closely with other Pharmacy Leadership (and IT as needed) to identify productivity enhancements and cost savings measures through the use of technology

• Develop and maintain effective organization of responsibility, including efficient recruiting, training, coaching, recognition, workflow patterns, performance standards, delineation of duties and responsibilities, staffing levels and supervision

• Evaluate 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 resolution

• Monitor 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 planning

• Maintain patient confidentiality at all times.

The above duties are meant to be representative of the position and not all-inclusive.

• Bachelor's Degree…