Manager, PSC Program Operations

This is a fully remote position, open to applicants in Arizona, +4 more states.

📋 Description

• Oversee daily program operations to ensure adherence to policies, procedures, and service standards.

• Lead, coach, and mentor a team consisting of 3-5 direct reports and over 30 indirect reports, promoting a culture of high performance through ongoing leadership development and accountability.

• Evaluate team performance via key performance indicators (KPIs) and metrics, hold regular performance discussions, establish performance objectives, and ensure team compliance with policies and healthcare regulations (e.g., HIPAA).

• Manage the onboarding process for new hires and assess training requirements to enhance skills and productivity.

• Work alongside the training team to facilitate skill enhancement.

• Monitor program metrics and pinpoint areas for improvement.

• Collaborate with leadership to enhance program efficiency and propose suggestions for workflow optimizations and process improvements.

• Partner with internal teams to devise enhancements and strategies that benefit patients.

• Respond swiftly to inquiries and questions regarding program design, business rules, operational workflows, and program-specific policies to ensure seamless PSC service delivery.

• Aid in the development and communication of program performance metrics to key stakeholders.

• Cultivate positive relationships within the team and across functions.

• Stay updated on industry trends and regulatory changes.

• Address complex issues efficiently and innovatively.

• Up to 15% travel may be required.

⛳️ Requirements

• Bachelor’s Degree.

• At least 6 years of experience, preferably in contact center or specialty pharmacy operations, patient support, or healthcare/pharma operations.

• Demonstrated leadership abilities with a knack for inspiring and motivating a team while ensuring accountability.

• Strong analytical skills, ideally with experience in data analysis, reporting, and digital tools utilized in contact center operations.

• Proven capability to work effectively in a matrix environment with cross-functional teams.

• Excellent oral and written communication skills, adaptability to change management, and the ability to influence others without direct authority.

🏝️ Benefits

• Inclusive work environment.

• Health is a priority.

• Opportunities for leadership development.