Director, Clinical Engagement Center - Archimedes

Company

Archimedes

About Us

Archimedes - Transforming the Specialty Drug Benefit - Archimedes is the industry leader in specialty drug management solutions. Founded with the goal of transforming the PBM industry to provide the necessary ingredients for the sustainability of the prescription drug benefit – alignment, value and transparency – Archimedes achieves superior results for clients by eliminating tightly held PBM conflicts of interest including drug spread, rebate retention and pharmacy ownership and delivering the most rigorous clinical management at the lowest net cost. .____________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________. Current associates must use SSO login option at https://employees-navitus.icims.com/ to be considered for internal opportunities.________We are committed to providing equal employment opportunity to all applicants and employees and comply with all applicable nondiscrimination regulations, including those related to protected veterans and individuals with disabilities. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, or handicap.

Pay Range

USD $0.00 - USD $0.00 /Yr.

STAR Bonus % (At Risk Maximum)

15.00 - Director, GM of GP, PIC

Work Schedule Description (e.g. M-F 8am to 5pm)

8:00 AM to 5PM-Remote or Hybrid 3 Days in Office from our St. Louis, MO or Brentwood, TN office

Remote Work Notification

ATTENTION: Archimedes is unable to offer remote work to residents of Alaska, Hawaii, Maine, Mississippi, New Hampshire, New Mexico, North Dakota, Rhode Island, South Carolina, South Dakota, West Virginia, and Wyoming.

Overview

The Director, Clinical Engagement Center is responsible for overseeing all telepharmacy and engagement operations assuring alignment with regulatory, client, and clinical requirements. Telepharmacy and health coaching activities focused on improving member health while providing an optimal member experience is key. Ability to develop clinical pathways aimed at improved health in a concierge-like environment to resolve pharmacy-related concerns is required. Additional focus on peer-to-peer engagement between healthcare professionals to improve prescribing practices and total cost of care will be a core function.

The Director, Clinical Engagement Center will be responsible for key performance indicators (KPI) including traditional call center metrics, financial, and clinical outcomes. Providing supervision and leadership to staff ensuring the optimal use of resources for daily operations and ensuring that staff manage calls in a professional caring manner focused on exceptional member/prescriber experience. The center will focus on excellence in telepharmacy in an atmosphere of continuous improvement.

Responsibilities

How do I make an impact on my team?

• In collaboration with leadership, determine Clinical Engagement Center operational and strategic direction.
• Recruit, maintain, and manage a high performing multi-disciplinary clinical engagement team consisting of pharmacists, nurses, health coaches and certified pharmacy technicians.
• Oversee the development of clinical pathways and call scripts with the team.
• Establish and monitor productivity, quality, and customer service standards for the team.
• Monitor, improve and report on key performance metrics on a daily, weekly, monthly, quarterly, and annual basis.
• Establish quality assurance protocols, including call-recording analysis, performance scorecards, and coaching feedback for team.
• Develop a full understanding of Navitus Clients’ patient experience and how the engagement center contributes to improved health and wellness.
• Contribute valuable data insights and analysis for organizational strategic plans and reviews.
• Build relationships with Sales and Account management departments to understand fully client demand for telepharmacy services.
• Serve as first point of contact for technology concerns, as well as communication and implementation of processes within the call center (Email, Fax, Phone, Text, Cisco Contact Center, Call Recording, Voice Overs, etc.).
• Adhere to federal, state and local laws, compliance standards, and HIPAA regulations.
• Serve as first point of contact for staff for any escalated member concerns that arise on calls.
• Handle exceptions to routine clinical calls.
• In collaboration with Disaster recovery team, responsible for implementing the disaster recovery systems to ensure that service to members continues with minimum disruption when phone systems, electricity, a