Senior Manager, Patient Services

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

📋 Description

• Deliver all contracted services for designated Patient Services programs

• Provide operational oversight, administration, and management of one or more programs

• Guide operational teams of managers and associates by establishing goals, expectations, and direction

• Ensure programs fulfill client service levels, compliance standards, and operational efficiency targets

• Act as the primary liaison between the organization and clients regarding program operations

• Lead client operational meetings, address inquiries and requests, and formulate action plans

• Monitor and enhance program processes, services, systems, and analyses

• Offer proactive client updates, address concerns, explore opportunities, and advocate internally for clients

• Ensure fulfillment of contractual commitments and operational performance targets

• Identify staffing requirements and coordinate recruitment efforts with HR

• Oversee program performance, manage pending work, bottlenecks, goals, productivity, quality, and compliance

• Conduct performance evaluations and quarterly talent assessments

• Train, mentor, coach, and support career progression for team members and managers

• Manage monthly budgets and expenditures, follow up on outstanding invoices, and assist in budget formulation

• Utilize financial indicators such as operating income, revenue, ROCC, and Flash to assess performance

• Explain and monitor quality for clients, manage quality trends, and implement compliance monitoring procedures

• Collaborate on program audits, address findings, and execute corrective actions

• Support company initiatives and relay company policies, plans, and programs

• Work in tandem with IT, PMO, and NBD on projects, service-line implementations, database updates, and UAT

• Travel as necessary for client meetings, training sessions, or team support

• Perform related duties as assigned

⛳️ Requirements

• Bachelor's degree from a four-year program or in clinical studies such as nursing, pharmacy, or other clinical roles

• Minimum of five (5) years of progressively responsible experience

• At least three (3) years in a supervisory capacity

• General knowledge of reimbursement and patient assistance programs

• Familiarity with database elements and functionalities

• Understanding of operational policies and processes, particularly distribution processes/interfaces is preferred

• Experience in client management

• Excellent verbal and written communication and presentation skills

• Capability to lead and develop others

• Ability to collaborate across teams, make decisions, and resolve issues

• Strong interpersonal and organizational skills

• Attention to detail

• Proficient in Microsoft Office (Excel, Outlook, Word, PowerPoint)

• Ability to manage multiple concurrent tasks

• General understanding of healthcare payer research, healthcare policy, and payer landscape is preferred

• Ability to effectively and efficiently resolve associate issues

• Flexibility with schedule and hours

• Some travel may be necessary

• Equivalent combinations of experience and education will be considered

🏝️ Benefits

• Equal employment opportunity

• Reasonable accommodations for individuals with disabilities

• Flexible schedule and hours

• Potential travel for client meetings, training sessions, or visits to multiple offices