From intake to outcomes, CareMetx is dedicated to delivering industry-leading patient access solutions and support services that help patients quickly start and stay on specialty therapy treatments. We provide scalable, efficient digital hub services for pharmaceutical companies and healthcare providers, streamlining workflows with seamless integration for patient enrollment, consent, and prior authorization. Our best-in-class patient support services enhance every step of care, connecting patients, providers, and brands to drive better outcomes and accelerate time-to-therapy.
Job Title: Senior Manager Patient Services
POSITION SUMMARY:
Under the general direction of the designated manager, the Patient Services Senior Manager is responsible for the successful delivery of all contracted services of respective Patient Services programs. The Senior Manager will provide program operational oversight, administration and management of one or more operational programs. Senior Managers are typically responsible for leading an operational team of managers and associates by establishing goals and expectations for team oversight, setting direction and influencing team performance through the development and coaching of managers. This role is responsible to ensure the program is operating in accordance to client service levels, compliance standards and operational efficiency. Senior Managers also work with the client to provide program updates, regular reporting, and address client issues. In addition, this role may collaborate with the Director and New Business Development on new business initiatives as well as in offering creative solutions to expand service offerings to clients.
PRIMARY DUTIES AND RESPONSIBILITIES:
- Client Delivery: Serve as the primary liaison between company and client as it relates to program operations; lead client operational meetings; field client questions and requests; interpret client needs and develop appropriate action plan; work with management team to monitor, assess and identify strategies to improve program processes, services, systems and analysis; engage with appropriate client contacts to provide proactive updates, address concerns, and explore program opportunities and provide internal advocacy for client.
- Team Management: Work with management team to ensure that team is meeting contractual obligations and to seek ways to improve operational performance; identify staffing needs and work with HR to recruit appropriate staffing; serve as the interface for cross functional activities; work with team management to design programs to maintain high motivation among team members; manage overall program performance including pending work and proactively manage bottlenecks by shifting resources; responsible for establishing and monitoring goals for the team; ensure Managers are effectively managing individual productivity, quality and compliance; conduct performance reviews and quarterly talent reviews of management team; provide training and mentoring to team members and conduct career development discussions; hold regular meetings with team and one-on-one meetings with managers; provide coaching and guidance to leaders and partner with Human Resources in the resolution of associate relations issues.
- Training and Mentoring: Translate organizational strategies into team goals; lead training sessions; mentor managers; develop plans to facilitate growth and development for team members; help identify potential opportunities for team members; conduct quarterly talent review, coach and counsel managers and assistant managers and help prepare them for next level.
- Financial Accountability: Work in coordination with Director to include managing monthly budget and expenses; complete follow-up on outstanding invoices; may participate in budget development; apply key financial indicators (i.e., operating income, revenue, ROCC, and Flash) to help measure program financial performance.
- Quality and Compliance: Explain to clients how we ensure and track quality; manage quality trending; implement and ensure that processes are in place to monitor quality and program compliance; collaborate with Compliance team on program audits; ensure ongoing program compliance to policies and procedures; work with leadership team to address audit findings and to implement corrective action.
- Organizational Leadership: Support company initiatives; exemplify core values; accept and effectively communicate decisions on company policies, plans and programs; ensure open communication at all levels; and reward appropriate behavior.
- May collaborate across various groups (i.e. IT, PMO, NBD) on program projects, new service line implementations, database updates, UAT.
- May require travel to attend client meetings, trainings, or to support team members across multiple offices.
- Performs related duties as assigned.
EXPERIENCE AND EDUCATIONAL REQUIREMENTS:
- Requires broad training in fields such as business or healthcare administration, accountancy, sales, marketing, computer sciences, social work or other vocations generally obtained through completion of a four year bachelor's degree program or clinical studies such as nursing, pharmacy and other clinical roles.
- Normally requires a minimum of five (5) years of progressively related responsibility, including at least three (3) years at a supervisory level.
MINIMUM SKILLS, KNOWLEDGE AND ABILITY REQUIREMENTS:
- General knowledge of reimbursement and patient assistance programs and database elements and functionality; operational policies and processes, particularly distribution processes/interfaces preferred.
- Client management experience.
- Strong verbal and written communications skills and demonstrated presentation skills.
- Ability to lead and develop others.
- Ability to collaborate and work across groups to make decisions and resolve issues.
- Strong interpersonal skills.
- Strong organizational skills; attention to detail.
- Proficient in Microsoft Office (Excel, Outlook, Word, PowerPoint).
- The ability to manage multiple tasks along a parallel process.
- General understanding of health care payer research, healthcare policy and payer landscape preferred.
- Ability to resolve associate issues effectively and efficiently.
Physical Demands:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- While performing the duties of this job, the employee is regularly required to sit.
- The employee must occasionally lift and/or move up to 10 pounds.
Work Environment:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.
Schedule:
- Must be flexible on schedule and hours.
- Some Travel may be required.
CareMetx considers equivalent combinations of experience and education for most jobs. All candidates who believe they possess equivalent experience and education are encouraged to apply.
At CareMetx we work hard, we believe in what we do, and we want to be a company that does right by our employees. Our niche industry is an integral player in getting specialty products and devices to the patients who need them by managing reimbursements for those products, identifying alternative funding when insurers do not pay, and providing clinical services.
CareMetx is an equal employment opportunity employer. All qualified applicants will receive consideration for employment and will not be discriminated against based on race, color, sex, sexual orientation, gender identity, religion, disability, age, genetic information, veteran status, ancestry, or national or ethnic origin.
