Senior Manager of Operations New Hartford, CT

The Senior Manager of Operations is a key member of the Shields operations team tasked with managing Operations Associates and/or Regional Integration Managers and/or MPS teams. The Senior Manager of Operations is responsible for ensuring the timeliness and quality of internal data analytics reporting, maintaining management of accreditation-related reporting, soliciting and implementing feedback from MPS and Sr. MPS-level users, and training new operations, and/or Implementation and MPS team members.

The Senior Manager of Operations works as a peer to Sr. MPS and Clinical MPS stakeholders, reporting directly to the Site Director or RVP of Operations. The ideal candidate should have a strong interest and experience in operations, data analytics, and process improvement. Applicant should be analytically oriented, a problem solver, experienced with Shields data tools, results driven, and be able to collaborate as the leader of a close-knit team.

Key Responsibilities

• Directly manage team of Operations Associates and/or Regional Integration Managers and/or MPS team members by clearly assigning tasks, ensuring their completion, evaluating quality of materials / analyses, to ensure quality standards are consistently met
• Proactively solicit feedback and identify solutions from end users of operations-driven content (primarily MPS, Sr. MPS, Regional Integration Manager) and implement reporting adjustments or process improvement to better support operational needs, either across the region or on a site-by-site basis
• Maintain high-level accountability over reports and analysis including, but not restricted to, refills, MSOT, patient engagement and onboarding, operational efficiency, waterfall, clinic implementation materials, clinic optimization materials, enrollment-to-fill, URAC gap lists, test claim reversal management, and 340b claim management
• Support clinic implementation through managing the development of quality launch materials, including data analysis supporting volume expectations and staffing
• Coordinate training and education of new operations associates, and/or Regional Integration Managers and MPS team members, developing a project plan and timing expectations for new hires to learn reporting suite
• Partner with regional leadership to design and develop ad-hoc analyses or processes that support the core operation, serving as liaison to the operations function
• Proactively communicate staffing needs to regional leadership with clear demonstration of need and proposed re-allocation of existing / future work streams
• Drive innovation in operations reporting based on feedback, changes to data availability, or other observations sources across the operations team
• Proactively identify, implement, and lead improvement initiatives at health system partners to drive growth and efficiency
• Develop an equitable, collaborative working environment for operations associates and/or Regional Integration Managers and MPS team members, enabling stretch assignments and communicating ideas/developments across sites
• Help empower and enable site leaders to meet or exceed refill, onboard, and efficiency targets
• Drive accountability across internal and external stakeholders
• [Site-dependent] Coordinate new hire onboarding tasks to ensure seamless integration post-hire
• Support other growth initiatives within the region as needed in coordination with regional leadership

Education & Experience

• Associate or Bachelor’s Degree preferred
• 5-7+ years of relevant pharmacy work experience; 2+ years of (Sr.) Operations Associate or (Sr.) Implementation Associate experience preferred; experience leading teams of pharmacy technicians strongly preferred
• Experience with Pharmacy Operating Systems required (Epic, WAM, QS1, Telemetry Rx, Therigy)
• Expertise in Microsoft Excel and PowerPoint in a professional work environment
• Experience with creating and analyzing reports in following operational areas is highly preferred:
  Refills, MSOT, patient engagement and onboarding, operational efficiency, waterfall, clinic implementation, clinic optimization, enrollment-to-fill
• Ability to manage large quantities of data and transform into digestible reporting
• Excellent verbal and written communication skills
• Highly proficient organizational and project management capabilities
• "Ownership mentality:" action-oriented, and capable of understanding business needs and thinking critically about how to execute without explicit step-by-step instruction
• High level of integrity:
  Maintaining equitable and accountable work environment, acting decisively on feedback, and ultimately owning results of the regional operations team
• Entrepreneurial attitude and ability to work with limited direct oversight
• Strong client management capabilities and interpersonal communication skills as demonstrated by a track record of presenting to clients and successfully facilitating meetings and working sessions
• Willingness to routinely travel to health system partners with a schedule that may vary week to week

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