Operations Supervisor

Job Description

Job Description

Purpose:

The Operations Supervisor is responsible for overseeing the day to day services and operations for one of RareMed’s dedicated patient service programs. The Operations Supervisor will have oversight of the team supporting program operations and activities including intake and data entry of prescription referrals, referral processing, triaging of patient/prescriber inquiries, prescriber interaction, and client follow-up. The Operations Supervisor will have a deep understanding of program deliverables and required service level metrics. Collaborate with internal teams including Program Manager to enhance program efficiencies through review of program metrics.

Responsibilities:

• Accountable to ensure all referrals are processed and triaged appropriately via documented standard operating procedures
• Oversee cross-functional operations team that includes patient facing, provider facing, and external client facing activities
• Conduct annual performance reviews for direct reports in order to provide constructive feedback for areas of opportunity to grow professionally
• Hire, train, and onboard staff necessary to support program operations

• Strong compliance mindset, demonstrating clear understanding of patient privacy laws
• Active participation in building and maintaining respectful, collaborative internal/external team relationships, exercising and encouraging positivity

• Manage, maintain, and continually enhance program operational processes and procedures to ensure accuracy as well as efficiency of deliverables.
• Partner with Program Manager to develop quality assurance measures to verify that processes, procedures, and program business rules are being followed appropriately
• Manage staff scheduling to maintain and support day to day operations
• Provide periodic updates to internal stakeholders regarding operations and overall status of program

• Partner with Program Manager to discuss and review status of program in order to provide updates to client
• Respond to inquiries from Program Manager as questions arise including but not limited to program design, standard operating produces, and program enhancements
• Handle issue resolution related to escalated operational program elements/questions including incoming referrals, patient assistance, patient/provider inquires.
• Assist in staff training and in-services for critical business initiatives.
• Collaborate with leadership to create program SOP’s and WI’s and ensure implementation as required
• Other duties as assigned.

Required Qualifications:

• Bachelor’s Degree or high school diploma and equivalent work experience also considered.
• 2 + years’ experience in healthcare management setting.
• Prior experience with leading managing direct reports
• Empathy, drive and commitment to exceptional service
• Strong analytical skills with attention to detail

Preferred Qualifications:

• Prior experience in pharmacy, HUB service provider, or the healthcare industry.
• Experience documenting standard operating procedures, documenting program requirements, creating training materials and working directly with cross-functional teams
• Excellent verbal and written, communication skills.
• Ability to exercise independent judgment.
• Ability to manage deliverables in a high pace environment.

Work Environment

RareMed offers a hybrid work structure, combining remote work and in-office requirements. The frequency of onsite requirements will vary depending on role, operational needs, meetings, client visits, or team collaboration activities. Employees must be within commuting distance to Pittsburgh, PA, and able to report to the office when needed. We will provide advance notice when possible. This role routinely involves standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. When telecommuting, employees must have reliable internet access to utilize required systems and software required for the position's responsibilities. The amount of time the employee is expected to work per day or pay period will not change while working from home. Employees are responsible for the set-up of their home office environment, including physical set-up, internet connection, phone line, electricity, lighting, comfortable temperature, furniture, etc. Employee’s teleworking space should be separate and distinct from their “home space” and allow for privacy.

Physical Demands
While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; use hands and fingers, handle or feel; and reach with hands and arms.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential function of the job.