Operations Supervisor

Purpose :

The Operations Supervisor is responsible for overseeing the day-to-day services and operations for one of the company's dedicated programs . The Operations Supervisor will provide direction to the team supporting program operations and activities including intake and data entry of prescription referrals, referral processing, triaging of patient/prescriber inquiries, prescriber interaction, and client follow- up. The Operations Supervisor will have a deep understanding of program deliverables , required service level metrics and will c ollaborate with internal team members , including the Program Manager , to enhance program efficiencies through review of program metrics .

Responsibilities :

• Ensure the assigned program team is operating according to plan by providing day-to-day guidance to program team .
• Monitor compliance within the program SOPs, turnaround time, and ensure adherence to service agreement expectations.
• Oversee and establish the performance management, goals, and expectations of assigned program .
• Oversee cross-functional operations team that includes patient-facing, provider-facing, and external client-facing activities.
• Lead weekly calls with internal teams and participate in manufacturer access team calls to provide timely updates .
• Hire, train, and onboard staff necessary to support program operations .
• Manage staff scheduling to maintain and support day-to-day operations.
• Conduct annual performance reviews for direct reports to provide constructive feedback for areas of opportunity to grow professionally.
• Collaborate with leadership to create program SOP’s and WI’s and ensure implementation as required .
• Partner with Program Manager to develop quality assurance measures to verify that processes, procedures, and program business rules are being followed appropriately.
• Ensure all referrals are processed and triaged appropriately via documented standard operating procedures.
• Demonstrate a s trong compliance mindset and a clear understanding of patient privacy laws .
• Manage, maintain, and continually enhance program operational processes and procedures to ensure accuracy as well as efficiency of deliverables.
• Promptly c ommunicate , coordinate , and make recommendations related to issues , complaints, and field escalations to review and investigate.
• Partner with Program Manager to discuss and review status of program to provide updates to client .
• Review and provide periodic updates and process improvement recommendations to internal stakeholders regarding operations , trends, and overall status of program.
• Handle issue resolution related to escalated operational program elements/questions including incoming referrals, patient assistance, patient/provider inquires.
• Respond promptly and appropriately to inquiries from Program Manager as questions arise including but not limited to program design, standard operating produce s , and program enhancements .
• Actively participate in building and maintaining respectful, collaborative internal/external team relationships, exercising, and encouraging positivity.
• Coach and complet ing evaluations of direct reports .
• Monitor team member calls and provide feedback
• Stay abreast of industry trends and regulatory updates that may impact program delivery .
• Other duties as assigned.
  
  
  

 Required Qualifications :

• Bachelor’s Degree and/or equivalent work experience also considered
• 2 + years’ experience in healthcare management setting
• Prior experience with leading and managing direct reports
• Prior experience and knowledge with hub support/reimbursement services
• Empathy, drive, and commitment to exceptional service
• Strong analytical skills with attention to detail
  
  
  

 Preferred Qualifications :

• Prior experience in pharmacy , HUB service provider , or the healthcare industry
• Experience documenting standard operating procedures, documenting program requirements, creating training mate rials and working directly with cross-functional teams
• Excellent verbal and written communication skills
• Ability to exercise independent judgment
• Ability to manage deliverables in a fast- pace d environment
  
  
  

Work Environment

This job operates in a professional office environment and teleworking from the employee’s home address listed in their employment file. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. When telecommuting employees must have reliable internet access in order to access required systems and software associated with the position's responsibilities. The amount of time the employee is expected to work per day or pay period will not change as a result of participation in the teleworking program. Employees are responsible for the set-up of their home office environment, including physical set-up, internet connection, phone line, electricity, good lighting, comfortable temperature, furniture, etc. Employee’s teleworking space should be separate and distinct from their “home space” and allow for privacy. The company expects employees teleworking to be as efficient and professional as if they were in the office. The amount of time spent in office or teleworking is contingent upon the needs/priorities of the company and will vary based on those needs/priorities.

Physical Demands

While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; use hands and fingers, handle or feel; and reach with hands and arms.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential function of the job.