Job Description

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POSITION SUMMARY:

The Associate Director, Patient Support supports Pharmacy Leadership through the execution of the assigned program(s). The Associate Director Patient Support provides oversight and assistance to the supervisor in the areas of daily work distribution, quality monitoring and auditing, program and system documentation development and training, client interaction on processes, program performance and feedback on staff performance.

Additional responsibilities include strategic planning and execution of all call center operations. Management and leadership of processes for the continuous improvement of customer experience. Tactical emphasis is on patient care, quality management, workforce planning, recruiting, coaching, and training. Performance metrics include call efficiency, low abandonment rate, acceptable turnover, and financial performance. A commitment to excellence is demonstrated through continuous staff development programs enhancing employee engagement, service, knowledge, skills, and morale.

The Associate Director's success is measured by the organization’s ability to provide high quality services while meeting Service Level Agreements (SLA), improving call performance, increased use of resources and adaptation of new proven technologies to increase efficiency, and achievement of metrics.

Must reside within a commutable distance to our Lakeland, Florida location to be considered (hybrid-based role).

KEY RESPONSIBILITIES:

• Execute day-to-day operations specific to the assigned program(s) as they pertain to workflow, patient experience, personnel management, and operational strategy
• Responsible for overall management of assigned operations to include proper staffing levels are effectively deployed to meet financial objectives
• Direct oversight of Supervisors and Team Leads within assigned program(s)
• Keep Pharmacy Leadership and client services liaison updated on all activities, metrics, and issues
• Ensure that established SLAs are achieved.
• Conduct effective resource planning working closely with HR to ensure staffing needs are maintained; interview using established Knipper Heath interviewing best practices
• Identify and communicate problems in process or program(s) and recommend solutions.
• Identify and drive process improvements to improve efficiencies and overall patient experience
• Monitor Key Performance Indicators (KPIs) – Identify, track and utilize KPIs to achieve business objectives and drive continuous process improvement.
• Meet regularly with staff and Pharmacy Leadership to identify & resolve issues, establish goals and objectives, and review operative procedures
• Work closely with other Pharmacy Leadership (and IT as needed) to identify productivity enhancements and cost savings measures through the use of technology
• Develop and maintain effective organization of responsibility, including efficient recruiting, training, coaching, recognition, workflow patterns, performance standards, delineation of duties and responsibilities, staffing levels and supervision
• Evaluate effectiveness of current SOPs, Work Instructions (WI) and other work practice documents and recommend changes where necessary.
• Operate as subject matter expert for the program operations, disease state, if applicable with a strong focus on the patient experience.
• Handle escalated inquires for patient/HCP issue resolution
• Monitor competitive landscape and identify key trends that impact the overall program performance and client satisfaction and generate appropriate reports.
• In addition to providing leadership to assigned team, work with Pharmacy Leadership to actively engage and support the development of the broader Management team to ensure optimal performance and succession planning
• Maintain patient confidentiality at all times.

The above duties are meant to be representative of the position and not all-inclusive.

MINIMUM JOB REQUIREMENTS :

• Bachelor's Degree with three (3) or more years related experience or equivalent combination of education and experience
• Five (5) years or more of work experience in a contact center, pharmacy, managed care, Medicaid and/or Medicare organizations, pharmaceutical and/or biotech manufacturer, insurance, medical office, or related field
• Five (5) years or more of supervisory experience
• Experience with HIPAA, PDMA, cGMP adverse events

PREFERRED EDUCATION AND EXPERIENCE :

• Specialty pharmacy experience
• Supervisory experience in a call center environment
• Project management experience
• Bi-lingual, English and Spanish

KNOWLEDGE, SKILLS & ABILITIES :

• Excellent verbal and written communication skills
• Excellent interpersonal skills
• Excellent organization skills and detail oriented
• Excellent critical, analytical and complex problem-solving skills
• Advanced computer skills to include Microsoft Office (Word, Excel, Visio, PowerPoint and Outlook)
• Ability to balance multiple priorities to meet expected response deadlines
• Ability to establish and maintain effective working relationships with key stakeholders and diverse work groups
• Proven track record of developing collaborative working partnerships with other departments and leaders to successfully achieve goals and develop strong end-to-end business processes.
• Strong financial and analytical skills – ability to manage cost, identify drivers of lower-than-expected performance, and drive performance improvements.
• Possess strong organizational and planning skills to include demonstrated project management, change management, and execution skills along with operational creativity.
• Ability to adapt quickly to changing environment
• Demonstrated leadership skills in successfully managing teams and collaborating
• Demonstrated ability to influence, direct and guide a team
• Demonstrated orientation to process improvement

PHYSICAL DEMANDS:

• Location of job activities 100% inside
• Extensive manual dexterity (keyboarding, mouse, phone)
• Use of phone for communication
• Noise and/or vibrations exposure
• Frequently reach (overhead), handle, and feel with hands and arms
• Sit for prolonged periods of time
• Occasionally stoop, kneel, and crouch
• Occasionally lift, carry, and move up to 25 pounds

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Knipper Health is an equal opportunity employer.

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