Supervisor/Sr. Supervisor, Specialty Operations

Job Description

Position Summary:

The Supervisor/Sr. Supervisor, Patient Services will provide leadership to a team who will deliver exceptional customer experience to educate customers about our products, provide services that facilitate removing non-clinical challenges to access our treatments and ensure safety and compliance with FDA standards. Our goal is to Care Deeply, Work Fearlessly, and Change Lives.

The Supervisor/Sr. Supervisor is responsible to act as a liaison between internal teams, cross functional partners and external field representatives with an effort to drive business results and employee engagement.  This role will develop assessment and resource plans, partner with internal departmental teams (quality, training, compliance, and reporting etc.) to ensure optimal support and programs are provided while driving employee engagement and coaching for performance improvement. The Supervisor/Sr. Supervisor will need to communicate clearly, focus on the accuracy of the details of work and leverage mastery of program requirements to ensure consistent best-in-class customer service is provided. 

Primary Responsibilities:

•    Oversight and management of all program metrics, customer experience, individual and department performance  
•    Collaborative effort/communication with Workforce Management and RTA oversight 
•    Build trusted relationships with external stakeholders to represent Patient Services in cross-functional strategic and tactical planning meetings, and initiatives and promotes cross-functional alignment of objectives, strategies, and tactics
•    Solve business plan gaps and issues identified through trend analysis and metric indicators. 
•    Evaluate current processes and technology; develop recommendations and business case for improvement.
•    Strategic project lead to drive organizational objectives
•    Develop regional business plans, analyze metrics, identify leading/lagging indicators and action plans to achieve business targets
•    Responsible for multi-million annual revenue through patients graduating onto Commercial product as well as internal team budgets to achieve financial targets 
•    Strategic accountability for territories and act as thought partner for overall Division leader in determining strategies to achieve targets. Assess environmental signals and potential impact to strategy, recommend mitigation plans
•    Communicate effectively, demonstrate the ability to cascade messaging in a clear, concise and timely manner
•    Proactive team communication to ensure engagement and alignment to program operations and goals
•    Support Change Management principles through the ability to pull through key themes through all activities
•    Understand nuances of performance management and execute sound business judgment, with focus on continuous improvement
•    Effective management of employee relations issues
•    Adhere to all standard operating procedures 
•    Ability to travel up to 20%
•    Mentor and develop Case Management team 
•    Other duties as assigned

Competencies critical to the role: 
•    Accountability for results and team performance, pursues goals persistently despite obstacles and setbacks
•    Strong interpersonal skills; listens well; expresses ideas fluently and logically and is open to input
•    Ability to plan and prioritize tasks and strong attention to detail
•    Fosters an exchange of ideas and support
•    Effective verbal and written communication skills 
•    Service oriented; anticipates, recognizes and meets needs of others
•    Experience building and mentoring teams

Qualifications

Qualifications for the role:
•    Proficient in all areas of reimbursement
•    In depth knowledge and understanding of the managed care industry   
•    A minimum of 3-5 years’ experience leading large teams and driving performance targets for multiple geographies
•    Excellent communication skills with the ability to adapt style according to demands of the audience
•    Ability to cascade communications appropriately and effectively coach and develop employees
•    Strong analytical, project management, problem solving, customer relationship, organizational, conflict resolution, presentation and leadership skills
•    Knowledge of the specialty drug marketplace and health insurance claims processing
•    Ability to adapt and handle change with flexibility and comfortable with process improvement and change management 
•    Requirement to support program operations during holidays and shutdown based on business need
•    Hybrid Role: candidate has ability to work from home or in office as required
•    Candidate has the ability to protect employee and patient privacy