Senior Manager, Patient Services

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.

Job Title: Senior Manager Patient Services

POSITION SUMMARY:

Under the general direction of the designated manager, the Patient Services Senior Manager is responsible for the successful delivery of all contracted services of respective Patient Services programs. The Senior Manager will provide program operational oversight, administration and management of one or more operational programs. Senior Managers are typically responsible for leading an operational team of managers and associates by establishing goals and expectations for team oversight, setting direction and influencing team performance through the development and coaching of managers. This role is responsible to ensure the program is operating in accordance to client service levels, compliance standards and operational efficiency. Senior Managers also work with the client to provide program updates, regular reporting, and address client issues. In addition, this role may collaborate with the Director and New Business Development on new business initiatives as well as in offering creative solutions to expand service offerings to clients.

PRIMARY DUTIES AND RESPONSIBILITIES:

• Client Delivery: Serve as the primary liaison between company and client as it relates to program operations; lead client operational meetings; field client questions and requests; interpret client needs and develop appropriate action plan; work with management team to monitor, assess and identify strategies to improve program processes, services, systems and analysis; engage with appropriate client contacts to provide proactive updates, address concerns, and explore program opportunities and provide internal advocacy for client.
• Team Management: Work with management team to ensure that team is meeting contractual obligations and to seek ways to improve operational performance; identify staffing needs and work with HR to recruit appropriate staffing; serve as the interface for cross functional activities; work with team management to design programs to maintain high motivation among team members; manage overall program performance including pending work and proactively manage bottlenecks by shifting resources; responsible for establishing and monitoring goals for the team; ensure Managers are effectively managing individual productivity, quality and compliance; conduct performance reviews and quarterly talent reviews of management team; provide training and mentoring to team members and conduct career development discussions; hold regular meetings with team and one-on-one meetings with managers; provide coaching and guidance to leaders and partner with Human Resources in the resolution of associate relations issues.
• Training and Mentoring: Translate organizational strategies into team goals; lead training sessions; mentor managers; develop plans to facilitate growth and development for team members; help identify potential opportunities for team members; conduct quarterly talent review, coach and counsel managers and assistant managers and help prepare them for next level.
• Financial Accountability: Work in coordination with Director to include managing monthly budget and expenses; complete follow-up on outstanding invoices; may participate in budget development; apply key financial indicators (i.e., operating income, revenue, ROCC, and Flash) to help measure program financial performance.
• Quality and Compliance: Explain to clients how we ensure and track quality; manage quality trending; implement and ensure that processes are in place to monitor quality and program compliance; collaborate with Compliance team on program audits; ensure ongoing program compliance to policies and procedures; work with leadership team to address audit findings and to implement corrective action.
• Organizational Leadership: Support company initiatives; exemplify core values; accept and effectively communicate decisions on company policies, plans and programs; ensure open communication at all levels; and reward appropriate behavior.
• May collaborate across various groups (i.e. IT, PMO, NBD) on program projects, new service line implementations, database updates, UAT.
• May require travel to attend client m