Manager-Operations

We're excited about the potential people bring to our organization. You can grow your career here while enjoying first-class perks, benefits and a culture that fosters growth, innovation and collaboration.

The Manager-Operations will be responsible for ensuring the operations department maintains efficient workflow, meets and exceeds productivity goals, continues the care of active specialty patients, implements new specialty patients, and ensures the management of the Quality Assurance Program. The Manager-Operations will oversee the Supervisor-Operations and Intake Coordinator, and provide support for Patient Care Specialists, quality assurance staff, monitoring call center phone metrics, and providing support to the billing team. The Manager-Operations has the responsibility of quality control, through the Quality Assurance Program, to ensure that quality measures are being, implemented, refined, reported and followed up on in the Operations, Pharmacy, and Finance departments. Additionally, the Manager-Operations should provide organizational development and training guidance to Operations, while focusing on customer service to patient, provider and payer. They will work closely with the Director-Pharmacy & Operations to communicate quality, accuracy, and timely information on behalf of the service team. The Manager-Operations will be responsible to ensure the onboarding of new customers are successful and work cross-functionally with the sales/account team, and data team on assigned initiatives.

• Bachelor's degree required. Four (4) additional years of pharmacy customer service or specialty pharmacy experience may be considered in lieu of degree.

• Five (5) years of pharmacy operations experience in a high-volume pharmacy required, to include two (2) years' experience in a specialty pharmacy or related business.

• Two (2) years of progressive leadership/management experience required.

• Demonstrated strong leadership, coaching and mentoring skills with the ability to identify, address and resolve associate issues objectively and in a timely manner.

• Excellent written and verbal communication skills and problem solving skills required, including the capability to absorb new concepts and act as a role model/mentor to patient service specialists.

• Excellent organizational, process and time management skills required with the ability to handle multiple tasks.

• Demonstrate excellent problem solving skills while paying attention to detail to ensure accuracy and compliance.

• Demonstrated ability to identify barriers to a successful care management path.

• Demonstrated ability to interact effectively with other members of the health care team.

• Strong Microsoft Office skills required; experience with CPR+ preferred.

• Cross trained in shipping and packaging practices, including Fed Ex, UPS, and courier service.

• Proven examples of displaying the Reliance values: Collaborative, Accessible, Results-Oriented, Empowering, and Supportive.

• Demonstrate the ability to manage and lead processes and people in an operations department with emphasis on staff accountability and development, including training and development/coaching.

• Manage the organizational objectives of the call-center, to include the monitoring/supervision of call center performance and metrics, inputting new prescriptions, prior authorization management, incoming faxes, and benefits investigation/billing to ensure the operations team performs high quality, efficient support of pharmacy operations.

• Demonstrate excellent customer service practices including the ability to relate to customers and understand their needs.

• Oversee Reliance Rx technology initiatives to reduce operations department administrative workflow and enhance customer offerings.

• Maintain high levels of employee satisfaction.

• Maintain high levels of patient and provider satisfaction.

• Resolve issues identified by the operations team in a timely manner to limit patient or other customer disruption.

• Establish and monitor operations performance and developmental goals, assign accountabilities, resolve associate issues, set objectives, monitor time and attendance, and establish priorities.

• Oversee the operations process to ensure accuracy with claims and deliveries.

• Ensure active patients are retained and new patients are on-boarded appropriately.

• Oversight, refinement, and management of the Quality Assurance Program for reporting and follow up requirements for quality measures in Operations, Pharmacy and Finance department.

• Oversight of Quality Assurance team for follow up items based on findings for the QA reporting.

• Development of corrective actions and process improvement based on findings of QA reports.

• Identification of additional QA reporting needs, and coordination of building, and implementation of the new reports.

• Report QA findings in an organized and streamlined manner on a regular basis to Reliance Rx Leadership Team with the QA dashboard, and the Quarterly report of findings and corrective actions.

• Develop and implement cross-functional strategies with the sales/account and data team.

• Oversee and guide the successful implementation of new PBM, health plan, and patient life customers.

• Serve as a direct point of contact, as assigned, to assist with customer account management.

• Training and organizational development of staff.

• Oversight of the Supervisor, Operations.

• Actively supports teamwork and information by sharing across business levels and creates a cohesive customer service oriented team.

• Ability to assume responsibility and maintain confidentiality.

• Work with Director of Pharmacy Operations on assigned management tasks.

Immigration or work visa sponsorship will not be provided for this position

Hiring Compensation Range: $75,000 - $95,000 annually

Compensation may vary based on factors including but not limited to skills, education, location and experience.

In addition to base compensation, associates may be eligible for a scorecard incentive, full range of benefits and generous paid time off. The base salary range is subject to change and may be modified in the future.

As an Equal Opportunity / Affirmative Action Employer, Independent Health and its affiliates will not discriminate in its employment practices due to an applicant's race, color, creed, religion, sex (including pregnancy, childbirth or related medical conditions), sexual orientation, gender identity or expression, transgender status, age, national origin, marital status, citizenship and immigration status, physical and mental disability, criminal record, genetic information, predisposition or carrier status, status with respect to receiving public assistance, domestic violence victim status, a disabled, special, recently separated, active duty wartime, campaign badge, Armed Forces service medal veteran, or any other characteristics protected under applicable law. Click here for additional EEO/AAP or Reasonable Accommodation information.

Current Associates must apply internally via the Job Hub app.