Operations Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee, mentor, enhance, guide, and lead a high-performing team of Case Managers.

• Inform patients and families about product access and reimbursement processes.

• Facilitate therapy delivery, patient access, and ongoing therapy compliance as necessary.

• Ensure the team fulfills contractual commitments.

• Create programs and training materials to inspire team members.

• Conduct performance evaluations and acknowledge positive behaviors.

• Provide coaching, counseling, and goal-setting for supervisors.

• Offer daily guidance and resolve work-related challenges.

• Foster associate growth and development.

• Engage in hiring and termination processes.

• Develop, design, and implement Train the Trainer programs.

• Provide constructive and positive feedback throughout the organization.

• Attend client meetings, prepare agendas, and take minutes.

• Ensure transparent communication with program support.

• Translate organizational strategies into specific goals.

• Identify, receive, and prioritize client requests and issues.

• Proactively recognize program challenges and suggest solutions.

• Maintain positive relationships with clients.

• Understand billing processes and contractual responsibilities.

• Participate in budget planning activities.

• Ensure program quality and adherence to SOPs.

• Create project task plans and standard operating procedures.

• Develop and maintain program SOPs, work instructions, and job aids.

• Analyze reports and tactical issue progress for trends and recommendations.

• Report adverse events in accordance with training and SOPs.

• Maintain consistent and reliable attendance.

• Perform other related duties as assigned.

⛳️ Requirements

• At least 5+ years of experience in the pharmaceutical/healthcare sector.

• Minimum of 4+ years in reimbursement management.

• A minimum of 3+ years of direct people management experience.

• At least 2+ years of experience in cell/gene therapy.

• Minimum of 2+ years of experience/exposure to pediatric patients and caregivers.

• Bachelor's Degree in general business, health sciences, public policy, or a related field is preferred.

• Preferred qualifications include being a licensed social worker, patient advocacy, or equivalent experience.

• Willingness to travel overnight up to 20% of the time across all territories (East, Central, Mountain, Pacific).

• Flexibility in scheduling to provide backup coverage for program operations and Case Manager responsibilities.

• Strong interpersonal skills and meticulous attention to detail.

• Excellent oral and written communication abilities.

• Capability to manage multiple tasks simultaneously.

• Proficient in Microsoft Office applications.

• Ability to effectively and efficiently resolve associate issues.

• General understanding of reimbursement, patient assistance programs, database elements and functionalities, and operational policies and processes.

• Proven capability to escalate issues to management appropriately.

• Skills in healthcare research and analysis, supporting payer research, healthcare policy library, and state management.

• A demonstrated player/coach mentality with a willingness to answer calls, work on cases, and rotate late-shift coverage.

• Proven ability to act as a primary client contact.

• Ability to establish program goals and work independently.

• Capability to sit frequently and occasionally lift or move up to 10 pounds.

• Must possess flexibility with schedule and hours.

🏝️ Benefits

• Equal employment opportunity protections.

• Reasonable accommodations for individuals with disabilities.

• Supportive employee-focused workplace culture.

• Equivalent combinations of experience and education considered.