Senior Director of Patient Support Operations
hace 1 mes
Job Overview:
We are seeking a highly experienced Senior Director of Patient Support Operations to join our team at the Healthcare Businesswomen's Association. This role is responsible for managing the people, processes, and tools that deliver outstanding Contact Center performance.
About the Role:
The ideal candidate will have 5+ years of experience in pharmaceutical hub, case, reimbursement, and/or patient services operations. They should have a proven track record of meeting and exceeding performance metrics, operations reporting, customer satisfaction, and coaching.
Key Responsibilities:
- Manage a team of analysts assigned to support the Patient Support Center (PSC)
- Coordinate and lead work for management of performance issues, escalations through to resolution
- Play an active role in maintaining and building enterprise performance operations tools, methodologies, people, and processes
- Calculate, record, and analyze call, case, and agent performance data
- Routinely assess training compliance and intervene to address training compliance problems
What We Offer:
- An estimated salary range of $120,000 - $180,000 per year
- A dynamic and supportive work environment
- Opportunities for professional growth and development
- A comprehensive benefits package
Requirements:
- Bachelor's Degree required/desired
- PharmD, RN, or Master's degree a plus
- 5+ years' experience in pharmaceutical hub, case, reimbursement, and/or patient services operations
- 5+ years of contact or call center process, call monitoring with a history of leading continuous performance improvement initiatives
Preferred Experience:
- Knowledge of call center industry practices, reimbursements, and payer systems
- Omni-channel experience supporting monitoring of voice calls, transcription recordings, chat, SMS, fax
- Experience with quality monitoring systems, benchmarks, metrics, and processes
Skills Desired:
Agility, Auditing, Audit Management, Business Acumen, Business Partnering, Collaboration/Teamwork, Communication Skills, Compliance Audits, Continued Learning, Dealing With Ambiguity, Decision Making Skills, Employee Performance Evaluations, Finance Acumen, GMP Procedures, Goal-Oriented, Health Authorities, Inspection Readiness, Leadership, Logical Thinking, Major Incident Management, Organization Skills, People Management, Problem Solving Skill.
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