Senior Manager, Patient Services

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

📋 Description

• Under the general guidance of the appointed manager, the Patient Services Senior Manager is accountable for the effective delivery of all contracted services within the respective Patient Services programs.

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

• Lead an operational team comprising managers and associates by establishing goals and expectations, setting direction, and influencing team performance through the development and coaching of managers.

• Ensure that the program operates in alignment with client service levels, compliance standards, and operational efficiency.

• Collaborate with the client to provide program updates, regular reporting, and to address any client issues.

• Work with the Director and New Business Development on new business initiatives, as well as offer creative solutions to enhance service offerings for clients.

• Act as the primary liaison between the company and client regarding program operations; facilitate client operational meetings; address client queries and requests; interpret client needs and formulate appropriate action plans; collaborate with the management team to monitor, assess, and identify strategies for enhancing program processes, services, systems, and analysis; engage with relevant client contacts to provide proactive updates, address concerns, explore program opportunities, and advocate internally for the client.

• Collaborate with the management team to ensure that the team meets contractual obligations and seeks ways to enhance operational performance; identify staffing requirements and collaborate with HR to recruit suitable personnel; serve as the interface for cross-functional activities; work with team management to design programs that foster high motivation among team members; manage overall program performance, including pending work, and proactively address bottlenecks by reallocating resources; responsible for establishing and monitoring team goals; ensure Managers effectively oversee individual productivity, quality, and compliance; conduct performance reviews and quarterly talent assessments of the management team; provide training and mentoring to team members, and facilitate career development discussions; hold regular team meetings and one-on-one sessions with managers; provide coaching and guidance to leaders and partner with Human Resources to resolve associate relations issues.

• Translate organizational strategies into team objectives; lead training sessions; mentor managers; develop plans to support the growth and development of team members; assist in identifying potential opportunities for team members; conduct quarterly talent reviews, coach and counsel managers and assistant managers, and prepare them for advancement.

• Work in coordination with the Director to manage the monthly budget and expenses; follow up on outstanding invoices; may participate in budget development; apply key financial indicators (such as operating income, revenue, ROCC, and Flash) to measure program financial performance.

• Explain to clients how quality is ensured and tracked; manage quality trending; implement and ensure processes are in place to monitor quality and program compliance; collaborate with the Compliance team on program audits; ensure ongoing program compliance with policies and procedures; work with the leadership team to address audit findings and implement corrective actions.

• Support company initiatives; exemplify core values; effectively communicate decisions regarding company policies, plans, and programs; ensure open communication at all levels; and reward appropriate behavior.

• May collaborate with various groups (e.g., IT, PMO, NBD) on program projects, new service line implementations, database updates, and UAT. Travel may be required to attend client meetings, training, or to support team members across multiple locations.

• Performs related duties as assigned.

⛳️ Requirements

• Requires extensive training in fields such as business or healthcare administration, accountancy, sales, marketing, computer sciences, social work, or other vocations generally acquired through the completion of a four-year bachelor's degree program or clinical studies such as nursing, pharmacy, and other clinical roles.

• Typically requires a minimum of five (5) years of progressively related experience, including at least three (3) years at a supervisory level.

• General knowledge of reimbursement and patient assistance programs, as well as database elements and functionality; familiarity with operational policies and processes, particularly distribution processes and interfaces, is preferred.

• Experience in client management.

• Strong verbal and written communication skills, along with demonstrated presentation abilities.

• Capability to lead and develop others.

• Ability to collaborate and work across groups to make decisions and resolve issues.

• Strong interpersonal skills.

• Excellent organizational skills and attention to detail.

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

🏝️ Benefits

• Must be flexible regarding schedule and hours.

• Some travel may be required.