Senior Manager, Patient Support (2026-8066)

KEY RESPONSIBILITIES

• Execute day-to-day operations specific to the assigned program(s) as they pertain to workflow, patient experience, personnel management, and operational strategy
• Responsible for overall management of assigned operations to include proper staffing levels are effectively deployed to meet financial objectives
• Direct oversight of Supervisors and Team Leads within assigned program(s)
• Keep Pharmacy Leadership and client services liaison updated on all activities, metrics, and issues
• Ensure that established SLAs are achieved.
• Conduct effective resource planning working closely with HR to ensure staffing needs are maintained; interview using established Knipper Heath interviewing best practices
• Identify and communicate problems in process or program(s) and recommend solutions.
• Identify and drive process improvements to improve efficiencies and overall patient experience
• Monitor Key Performance Indicators (KPIs) – Identify, track and utilize KPIs to achieve business objectives and drive continuous process improvement.
• Meet regularly with staff and Pharmacy Leadership to identify & resolve issues, establish goals and objectives, and review operative procedures
• Work closely with other Pharmacy Leadership (and IT as needed) to identify productivity enhancements and cost savings measures through the use of technology
• Develop and maintain effective organization of responsibility, including efficient recruiting, training, coaching, recognition, workflow patterns, performance standards, delineation of duties and responsibilities, staffing levels and supervision
• Evaluate effectiveness of current SOPs, Work Instructions (WI) and other work practice documents and recommend changes where necessary.
• Operate as subject matter expert for the program operations, disease state, if applicable with a strong focus on the patient experience.
• Handle escalated inquires for patient/HCP issue resolution
• Monitor competitive landscape and identify key trends that impact the overall program performance and client satisfaction and generate appropriate reports.
• In addition to providing leadership to assigned team, work with Pharmacy Leadership to actively engage and support the development of the broader Management team to ensure optimal performance and succession planning
• Maintain patient confidentiality at all times.

MINIMUM JOB REQUIREMENTS

• Bachelor's Degree with three (3) or more years related experience or equivalent combination of education and experience
• Five (5) years or more of work experience in a contact center, pharmacy, managed care, Medicaid and/or Medicare organizations, pharmaceutical and/or biotech manufacturer, insurance, medical office, or related field
• Five (5) years or more of supervisory experience
• Experience with HIPAA, PDMA, cGMP adverse events

PREFERRED EDUCATION AND EXPERIENCE

KNOWLEDGE, SKILLS & ABILITIES

• Excellent verbal and written communication skills
• Excellent interpersonal skills
• Excellent organization skills and detail oriented
• Excellent critical, analytical and complex problem-solving skills
• Advanced computer skills to include Microsoft Office (Word, Excel, Visio, PowerPoint and Outlook)
• Ability to balance multiple priorities to meet expected response deadlines
• Ability to establish and maintain effective working relationships with key stakeholders and diverse work groups
• Proven track record of developing collaborative working partnerships with other departments and leaders to successfully achieve goals and develop strong end-to-end business processes.
• Strong financial and analytical skills – ability to manage cost, identify drivers of lower-than-expected performance, and drive performance improvements.
• Possess strong organizational and planning skills to include demonstrated project management, change management, and execution skills along with operational creativity.
• Ability to adapt quickly to changing environment
• Demonstrated leadership skills in successfully managing teams and collaborating
• Demonstrated ability to influence, direct and guide a team
• Demonstrated orientation to process improvement

PHYSICAL DEMANDS