Manager, Operations – Access and Patient Support

OperationsOperationsFull TimeRemoteLeadTeam 10,001+Since 1971H1B SponsorCompany SiteLinkedIn

Location

United States

Posted

2 days ago

Salary

$87.7K - $125.3K / year

Seniority

Lead

No structured requirement data.

Job Description

Manager, Operations – Access and Patient Support

Cardinal Health

Role Description Cardinal Health Sonexus™ Access and Patient Support helps specialty pharmaceutical manufacturers remove barriers to care so that patients can access, afford and remain on the therapy they need for a better quality of life. Our diverse expertise in patient and hub services allows us to deliver best-in-class solutions—driving results for our manufacturer partners and successfully assisting patients navigate barriers to access. Position Responsibilities: - Demonstrate advanced knowledge of the Patient Services hub market, including but not limited to the following: market landscape, eSolutions, government regulations, and the overall pharmaceutical industry. - Manage subordinate supervisors who oversee and lead hub team members through the patient enrollment and eligibility reimbursement process. - Responsible for the overall operational and daily direction, coordination, and evaluation of the operations team. - Responsibilities include: - Interviewing, hiring and training the hub team members; - Planning, assigning, and directing work; - Appraising performance; - Rewarding and disciplining employees; - Addressing complaints and resolving problems. - Assist in determining the hub operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses. - Maintain and improve hub operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs. - Lead by example and develop team members for positions of greater responsibility in the future. - Maintain a working knowledge of client-facing and industry trends as well as providing updates to program and team leadership. - Provide insight and analysis to clients to demonstrate subject matter expertise. - Grow program margin through demonstrated performance, patient support, and implementation of all applicable Sonexus offerings. - Own client relationship and act as the escalation point / liaison for all program services, projects, and operational performance issues. - Create, modify and provide professional client-facing reporting and analytics. - Interact with clients, project sponsors, stakeholders, and various project members to ensure specified business needs are met. - Develop and demonstrate a comprehensive knowledge of customer invoicing, payment terms, collections, and customer payment history to assist Accounts Receivable. - Analyze program processes and provide recommendations for improving efficiency; reduce client expenses when possible while never sacrificing quality of care. - Urgently resolve, escalate, and own issues negatively impacting productivity or quality. - Build a knowledge base of each client's business, organization and objectives. Qualifications - 6+ years of customer service, operations, insurance, reimbursement and/or account management experience in healthcare preferred. - Patient Hub Services experience is highly preferred. - Bachelor's degree or equivalent experience in related field preferred, graduate degree strongly preferred. - Knowledge of the specialty drug product marketplace, health insurance claims processing, and commercialization of products and working with pharma manufacturers is a plus. - Prefer understanding and prior experience with the development and implementation of at least one of the following: Co-Pay, Access/HUB vendor selection and management and specialty pharmacy. - Previous personnel/team management, including a high preference for managing managers. - Demonstrated leadership and communication skills for both in-office and remote staff; organized and self-motivated. - High attention to detail and ability to detect inconsistencies. - Strong project management skills. - Understanding of the healthcare reimbursement and managed care. - Excellent planning, budget forecasting, and presentation skills. - Ability to travel ~20% or as needed. Requirements - Apply knowledge of the client's business to develop optimal solutions. - Accountability of self and others. - Proactively demonstrate subject matter expertise and provide clients with the clearly defined value of partnering across external stakeholders and Cardinal Health. - Build and sustain relationships founded on trust with internal and external partners while ensuring customer satisfaction and loyalty. - Identify and qualify opportunities within service portfolio with existing client and develop plans for introducing new solutions through collaborative relationships. - Oversee team member scheduling and work closely with Workforce Management organization in order to meet client Key Performance Indicators. - Ultimately responsible for all hiring, development, and disciplinary action related to respective team members in compliance with Cardinal Health policy / procedure. - As primary escalation points of contact for clients and cross-functional business partners, utilize expertise to develop most beneficial solution for client and Cardinal Health while articulating clearly to all parties involved. Training and Work Schedules - Your new hire training will take place 8:00am-5:00pm CT, mandatory attendance is required. - This position is full-time (40 hours/week). Employees are required to have flexibility to work any of our shift schedules during our normal business hours of Monday-Friday, 7:00am-7:00pm CT. Remote Details - You will work remotely, full-time. It will require a dedicated, quiet, private, distraction-free environment with access to high-speed internet. - We will provide you with the computer, technology and equipment needed to successfully perform your job. - You will be responsible for providing high-speed internet. Internet requirements include: - Maintain a secure, high-speed, broadband internet connection (DSL, Cable, or Fiber) at the remote location. - Dial-up, satellite, WIFI, Cellular connections are NOT acceptable. - Download speed of 15Mbps (megabyte per second). - Upload speed of 5Mbps (megabyte per second). - Ping Rate Maximum of 30ms (milliseconds). - Hardwired to the router. - Surge protector with Network Line Protection for CAH issued equipment. Benefits - Medical, dental and vision coverage. - Paid time off plan. - Health savings account (HSA). - 401k savings plan. - Access to wages before pay day with myFlexPay. - Flexible spending accounts (FSAs). - Short- and long-term disability coverage. - Work-Life resources. - Paid parental leave. - Healthy lifestyle programs.

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