Manager of Operations, FRx

Purpose and Scope

Manages activities involving the Fresenius Rx Operations/Customer Service workflow. Monitors the efficiency and efficacy of the team, ensuring all patient/customer questions, concerns, and prescription needs are addressed appropriately and professionally in a timely manner. Contributes to the development and implementation of process improvements to increase customer satisfaction and ensure compliance with established company and regulatory guidelines.

• A leadership position focusing on strategic initiatives, daily operations, and tactical management. Manages functions including training and personnel management. Develops and maintains customer service policies and procedures, and ensures the utilization of communications technology. Interacts with all levels of client representatives in areas of strategic planning, conflict resolution, and all levels of inter‑company departments.
• Supports Director of Operations by managing and overseeing the daily activities of the department, assessing methodology of business and workflow within operations, facilitating meetings with management to assess department status, and developing plans for both immediate and future improvements.
• Analyzes and reports phone and other productivity data, offering plans for improving service to the Management Team.
• Implements new processes for improvements specific to operations in coordination with other Fresenius Rx functional groups such as Distribution, Materials Management, Credit, A/R, etc.
• Manages departmental staffing requirements including organizational inventory and ensures management communicates impending turnover and staffing needs. Utilizes all available recruitment and retention strategies, recommending appropriate staffing levels, maintaining organizational charts, turnover reporting, and supervisory reporting lists.
• Manages day‑to‑day activities of Fresenius Rx Operations/Customer Service staff, allocating and monitoring workflow processes to ensure the accurate and timely completion of assignments to meet established performance standards regarding the processing and dispensing of pharmacy products.
• Ensures efficient and effective use of staff by developing and implementing detailed schedules for employees, adjusting assignments according to call volume load.
• Ensures staff adheres to and follows established policies and procedures and government regulations regarding the handling of patient/customer and confidential information, data collection, and auditing activities.
• Provides subject matter expertise, support, and guidance to staff regarding procedures, issues, and problems ensuring appropriate application and resolution.
• Monitors the orientation, training, development, and coaching of new Operations staff to ensure goals and objectives are met.
• Ensures appropriate escalation and referral of patient/customer inquiries, complaints, and grievances to the appropriate Fresenius Rx department according to established procedures. Addresses and resolves escalated calls/issues, as needed.
• Responsible for the quality and maintenance of databases related to call center operations. Supports outbound calling system for functionality and improvement including all calling functions.
• Contributes to the improvement of outcomes and efficiencies by ensuring the team is properly trained and motivated towards meeting related goals and objectives.
• Provides counseling, support, and encouragement regarding professional growth as appropriate.
• Ensures all department staff members are in full compliance with all FMCNA and FMCRx policies through constant and consistent reinforcement as well as documented observation.
• Provides informal feedback on an ongoing basis and formal feedback in the annual performance evaluation process, counseling and working with each direct report to establish individual short and long term performance goals.
• Manages the staffing through the appropriate hiring, firing and disciplinary actions in collaboration with Human Resources partners and the Director of Operations.
• Collaborates with HR resources to recruit and interview candidates for the open Customer…