Specialty Pharmacy Clinical Operations Manager

Meritus Medical Center
Pharmacy Clinical Operations Manager - Specialty Pharmacy
Hagerstown, MD

CPS Solutions is seeking a a fulltime, Clinical Operations Manager to join our team in Hagerstown, MD. Reporting to the General Manager, this individual will have day-to-day oversight of the clinic operations in conjunction with Clinical Pharmacist responsibilities. 

Pay range:  $155K to $165K annual plus bonus - dependent on experience

Responsibilities: 

• Providing leadership support to the onsite team in problem-solving situations involving the following, but not limited to:
  • Patient care
  • Customer relations/support
  • Projects and other initiatives
  • Employee-relations matters (via partnership with CPS Human Resources)
• Ensuring we are meeting our standards based on Service Level Agreements with regards to metrics and making operational adjustments as necessary to meet goals.
• Generating monthly and/or quarterly reports to track progress towards SLA adherence, clinical goals, and operational KPIs
• Collaborating with quality team to ensure maintenance and completion of clinical and operational audits
• Analyzing and capturing new prescription sources and working with each clinic location’s decision makers to grow our business. Identifying areas of expansion within the clinics and ensuring optimum efficiency by reducing obstacles for providers
• Building and maintaining relationships with internal stakeholders and ensuring appropriate and timely communication between the customer and CPS staff
• Working independently while understanding the nuance of when it is appropriate to escalate to regional leadership; successfully navigating through the delicate landscape of leading in a complex environment at a customer site while following the appropriate chain of command
• Documenting, tracking and following-up on critical action items both on daily as well as long-term basis
• Monitoring critical daily operations and identifying opportunities for streamlining
• Developing and maintaining an escalation protocol on situation-specific matters
• Ensuring consistency and appropriateness of clinical and operational documentation within CPS and site systems to maintain compliance with Trellis protocols as well as ACHC, URAC, and other relevant accrediting body standards
• Delivering “VIP level” service to each patient in every interaction, ensuring they perceive our customer site pharmacy as the pharmacy of choice and ultimately impacting their level of success in their therapy
• Enrolling specialty patients into the program by assisting with recruitment of patients to ensure the best possible clinical outcomes
• Supporting and working closely with patients for the life of their therapy to help them achieve the best possible clinical outcomes through every step of their therapeutic journey
• Working to prevent and or resolve drug-related issues, and providing drug information to patients and families, physicians, nurses, and other healthcare professionals
• Coordinating clinical projects, assisting with formulary decisions and, ensuring billing compliance and revenue capture and helping to lead other projects as needed
• Serving as a resource and drug expert in specialty medications and increasing knowledge through research and writing activities 

Supervisory Responsibilities

• Conducting daily “team huddles” with staff and escalating issues to regional leadership and/or site executive as appropriate
• Training and supervising the onsite staff to ensure seamless business operation
• Providing coaching and guidance to team members on daily tasks and responsibilities
• Filling gaps in schedule by providing coverage for staff vacations as necessary
• Partnering with Central Support Pharmacists and Trainers to ensure new hires receive proper onboarding/training/shadowing experience
• Partnering wi