Operations Supervisor

Purpose:The Operations Supervisor is responsible for overseeing theday to dayservices andoperations for one of RareMed sdedicatedpatient serviceprograms. The Operations Supervisor will have oversight of the team supporting program operations and activities includingintake and data entry of prescription referrals,referral processing, triagingof patient/prescriberinquiries, prescriber interaction, and client follow-up. The Operations Supervisor will have a deep understanding of program deliverables andrequiredservice level metrics. Collaborate with internal teamsincluding Program Managerto enhance program efficienciesthrough review of program metrics. Responsibilities:Accountable to ensure all referrals are processed and triaged appropriately via documented standard operatingproceduresOversee cross-functional operations team that includes patient facing, provider facing, and external client facingactivitiesConduct annual performance reviews, performance improvement plans, and one on oneswithdirect reportstoprovideconstructive feedback for areas of opportunity to growprofessionallyCall auditing, trending,andcalibrationof auditing scores with the programOverseetraining, and onboarding ofstaff necessary to support programoperationsActive participation in building andmaintainingrespectful, collaborative internal/external team relationships,exercising,and encouragingpositivityManage, maintain, and continually enhanceprogramoperational processes and procedures to ensureaccuracy as well as efficiency of deliverables.Partner with Program Manager on Project Management requirementsPartner with Program Manager on creation and delivery of presentations to internal and external stakeholders surrounding the program contractual compliance, status of patient care, successes in operations, opportunities for improvement, quarterly business reviews,monthly/weekly reporting requirements of the program,etc.Partner with Program Manager to develop quality assurance measures to verify thatprocesses,procedures, and program business rulesare being followedappropriatelyManage staff schedulingand taskstomaintainand support day to dayoperationsProvideperiodicupdates tointernal stakeholdersregardingoperations and overall status ofprogramPartner with Program Manager to discuss and reviewstatus of programin order toprovideupdates toclientRespond to inquiries from Program Managerasquestions arise including but not limited to program design,standard operating produces, and programenhancementsHandle issue resolution related toescalated operational program elements/questions including incoming referrals, patientassistance,patient/provider inquires.Overseestaff training and in-services for critical business initiatives.Oversee the collaborationwith leadershipincreatingprogram SOP s and WI s and ensure implementation asrequiredResponsible for team meetings whichincludes:creatingmeeting agendas,capturemeeting minutesandmaintainlog of all action items with the program and team.Track commercialprescriptionreferral tospecialtypharmacyprogramsthrough to shipment confirmation (or cancellation)Partner with EAP site coordinators to ensure seamless transition of EAP patients to commercial supply,asapplicableEnsure team is compliantly and effectively partnering witha field reimbursementteamOther duties as assigned.Required Qualifications:Bachelor s Degree or high school diploma and equivalent work experience also considered.2 + years experience in healthcare management setting.Prior experience withleading managing direct reportsEmpathy,driveand commitment to exceptional serviceStrong analytical skills with attention to detailPreferred Qualifications:Prior experience in pharmacy, HUBservice provider,or the healthcare industry.Prior experience in oncology, hematology, or rare disease with understanding of complex patient journeyExperience documentingstandard operating procedures, documenting programrequirements, creating training materials and working directly with cross-functionalteamsStrong compliance mindset,demonstratingclear understanding of patient privacylawsExcellent verbal andwritten,communication skills.Ability to exercise independent judgment.Ability to manage deliverables in a high pace environment.Work EnvironmentThis joboperatesin 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 accessin order toaccess 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 changeas a result ofparticipation in the teleworking program.Employeesare responsible forthe 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. RareMed expects employees teleworking to be as efficient and professional as if they were in the office. The amount of time spent inofficeor teleworking is contingent upon the needs/priorities of RareMed and will vary based on those needs/priorities.Physical/DemandsWhile performing the duties of this job, the employeeis regularly required totalk or hear. The employeefrequentlyis required tostand; walk; use hands and fingers, handle or feel; and reach with hands and arms.Reasonableaccommodationsmay be made to enable individuals with disabilities to perform the essential function of the job.