Manager, Patient Services & Operations

Job Description

Job Description

Description:

The Manager, Patient Services & Operations leads the people and processes supporting patients served through Assisted Living Facilities, Medz2Home, and other pharmacy programs, sites, or partners added as the organization grows. This role ensures patients are effectively onboarded, tracked, dispensed, delivered, billed, and supported within a high-volume pharmacy operation. The Manager partners with pharmacy operations, billing, intake, customer service, delivery, technology, and other functional leaders to establish clear ownership, resolve service barriers, and provide timely, accurate, and coordinated patient service.

• Lead, coach, develop, and manage employees supporting pharmacy patient-service programs, including work assignments, performance expectations, accountability, and employee development.
• Oversee patient-service workflows from onboarding and intake through prescription processing, dispensing, delivery, billing coordination, reconciliation, and follow-up.
• Establish tracking processes and controls to ensure patients, prescriptions, documentation requirements, and outstanding issues are actively monitored through completion.
• Oversee the onboarding and ongoing support of Assisted Living Facilities, Medz2Home patients, and other patient-service programs, sites, or external partners assigned as the business expands.
• Provide primary operational oversight for Medz2Home services in New Jersey and support expansion into additional locations, markets, or service models as assigned.
• Partner with pharmacy operations, billing, intake, customer service, delivery, and other departments to coordinate service and resolve workflow issues.
• Serve as an escalation point for delayed prescriptions, missing information, billing concerns, delivery issues, facility requests, and other patient-service barriers.
• Define roles, handoffs, service expectations, and escalation paths across teams supporting assigned patients and partners.
• Monitor patient-service, workflow, dispensing, delivery, billing, and follow-up metrics to identify risks and improve performance.
• Develop and maintain dashboards, reports, and tracking tools that provide visibility into patient status, outstanding issues, service levels, and operational outcomes.
• Identify recurring process breakdowns and lead corrective actions in partnership with the appropriate functional leaders.
• Develop scalable, standardized processes that can support new facilities, markets, partnerships, and patient-service models.
• Maintain strong relationships with patients, caregivers, Assisted Living leaders, external partners, and internal departments.
• Promote accurate, timely, compliant, and patient-centered service across all assigned operations.
• Protect confidential patient, employee, and business information in accordance with applicable law and company policy.
• Travel to partner facilities or operating locations for onboarding, relationship management, operational reviews, and issue resolution as needed.
• Perform other duties and projects as assigned.

Requirements:

Basic Qualifications :

• Bachelor’s degree, advanced technical training, or an equivalent combination of education and relevant experience.
• Recommended minimum of four years of progressively responsible experience in pharmacy services, long-term care, assisted living, home-delivery pharmacy,
• healthcare operations, patient services, or a related environment.
• Experience managing employees and coordinating complex operational workflows, priorities, and service outcomes.
• Demonstrated ability to organize and track multiple patients, facilities, orders, and follow-up requirements simultaneously.
• Strong problem-solving, communication, relationship-management, leadership, and cross-functional collaboration skills.
• Ability to identify workflow breakdowns, establish accountability, and drive issues through resolution.
• Proficiency with Microsoft Office and business reporting, tracking, or workflow tools.
• Ability to travel approximately 25% of the time or as operationally needed.

Preferred Qualifications :

• Experience supporting Assisted Living Facilities, home-delivery patients, or other individual patient-service programs within a pharmacy environment.
• Experience with cycle-fill processes, prescription intake, medication dispensing, billing, reconciliation, delivery, or patient onboarding.
• Experience using pharmacy management systems, electronic health records, automation systems, dashboards, or workflow-management tools.
• Experience developing scalable processes, service controls, performance metrics, or operational reporting.
• Degree in healthcare administration, business, operations, pharmacy services, or a related field.

PHYSICAL DEMANDS AND WORK ENVIRONMENT: The physical demands and work environment described here are representative of those an employee encounters while performing the essential functions of this job. The regular work schedule is approximately 40 or more hours per week, generally Monday through Friday with rotating weekends, and may require additional days or hours based on business needs. The employee must regularly lift or move up to 20 pounds and is frequently required to stand, walk, bend, and perform repetitive hand and arm movements. The employee is regularly required to communicate verbally and hear. Specific vision abilities include close vision, distance vision, peripheral vision, depth perception, the ability to adjust focus, and the ability to distinguish differences in color, shade, and brightness. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the position.

DISCLAIMER: The duties and responsibilities described in this job description are not a comprehensive list. Additional tasks may be assigned, and the scope of the position may change as reasonably necessary to meet business, operational, regulatory, or patient-care needs. This job description does not create a contract of employment or alter the at-will employment relationship where applicable.