Senior Director, Hub Operations

Description

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.

Senior Director, HUB Operations 

POSITION SUMMARY:

Under the general direction of Senior Operations leadership, the Senior Director, HUB Operations is responsible for directing a team of program managers who are responsible for managing the hub and reimbursement services and programs offered to specialty pharmaceutical, biotech, and medical device manufacturer clients. The Senior Director is responsible for the oversight of all team members providing the full range of services for specific programs. The position will participate in other related projects and perform other functions as may be required from time to time. 

 

PRIMARY DUTIES AND RESPONSIBILITIES: 

•  Manage new and existing teams for hub operations related to manufacturer programs, including program management staff. 
• Partner with Account Executives, Customer Success Managers and other Account Management leads to ensure programs are meeting and exceeding the expectations of clients. 
• Responsible for the management of the client program manager(s) 
• Participate in strategic and tactical planning sessions. 
• Make recommendations in the development of long-term strategies and lead projects within HUB Operations to bring forward those strategies. 
• Present strategic and operational plans for the development of new service offerings and hub programs. 
• Develop measures of program success and provide both internal and client facing reporting, sharing analysis and outcomes of services offered. 
• Participate in proposal writing, contracting, client presentations, and pricing. 
• Responsible for ensuring the quality of managed programs, ensuring that policies, standard operating procedures, and work instructions have been developed in line with corporate quality and program objectives; participate in client audits as required. 
• Responsible for coaching and mentoring program management staff with the goal of developing the next generation of leaders within CareMetx. 
• Responsible for overseeing the recruitment, training and management of program teams. 
• Some travel required for trainings, client visits or dept meetings. 
• Maintain regular and reliable attendance, including being present, on time, and prepared for work as scheduled.
• Performs other related duties as assigned.

EXPERIENCE AND EDUCATIONAL REQUIREMENTS: 

•  College degree preferred 
• Requires broad knowledge and training in the fields of healthcare, specialty pharmacy and reimbursement 
• Requires a minimum of seven (7) years of demonstrated experience in pharmaceutical, medical device, biotech or healthcare hub services. 
• At least five (5) years in a progressive management role 
• A minimum experience in the pharmaceutical industry is required 
• General knowledge of reimbursement, patient assistance programs, database elements and functionality; operational policies and processes 
• Dynamic leader who can energize multidisciplinary work teams to learn and apply new skills and /or techniques to respond to the business needs 
• Knowledge of full-service call center programs preferred 

 

MINIMUM SKILLS, KNOWLEDGE AND ABILITY REQUIREMENTS: 

• Strong customer/client management background 
• Ability to manage medium size client programs independently and accurately gauge health of relationship 
• Ability to assist in presenting operations processes for business development and new client engagements  
• Exceptional project management skills with experience in organizing, planning and executing projects from vision through implementation 
• Good analytical, conceptual and problem solving skills with demonstrated track record in new concept development for various projects 
• The ability to manage multiple tasks along a parallel process 
• Strong decision making capabilities 
• Critical thinking skills, creative and innovative solutions to internal or external client needs 
• Strong industry and business knowledge 
• Strateg