Program Manager

Role Description

The Program Manager at Optum Frontier Therapies is the lead for a rare disease therapy program, focused on supporting people with rare diseases and emerging therapies at the frontier of healthcare. Key stakeholders that the Program Manager must consider are the patients we serve, doctors and their office staff who prescribe these therapies, biopharma manufacturers who develop these therapies, and our internal operations team, executing the work every day.

The Program Manager is directly responsible for the operational health, efficiency, and management of one or more assigned programs while serving as a dedicated point of contact for assigned clients. This role requires the ability to think both “wide” and “deep”, balancing internal team management with external customer orientation. Program Managers provide guidance, leadership, and supervision for the programs assigned to them and are responsible for ensuring that the goals and objectives of the programs are met in a manner that aligns both internal business expectations and external client commitments.

Under direct supervision from the Associate Director of Program Management, the Program Manager supports the overall development, implementation, and management of assigned client programs. This role partners closely with leaders and stakeholders across the business to ensure that client portfolios are operating effectively, raise recommendations for program improvements, communicate trends on the program, and advance the business partnership with a client.

This position relies heavily on the ability to anticipate and proactively recommend solutions, accurately follow directions, thoroughly research, communicate and resolve program-related needs, escalations, and concerns according to established standards and timeframes.

You’ll enjoy the flexibility to work remotely from anywhere within the U.S. as you take on some tough challenges.

Qualifications

• 5+ years of experience in Pharmacy, medical, healthcare service operations, or similar role
• Experience managing cross-functional programs and client relationships
• Proficiency in Microsoft products, such as Excel and PowerPoint, and an ability to easily learn and adopt new technology tools
• Proven ability to set priorities and manage a team to meet key objectives of the business

Requirements

• Maintains expert knowledge of program requirements, guidelines, processes, FAQs, business rules, technologies, and therapeutic areas related to assigned programs
• Keeps current with industry and treatment trends, treatment standards, and updated indications related to assigned programs
• Works directly with the Client Implementation, Operations, Business Solutions, Program Management, Payer Relations and Clinical teams to ensure the timely and complete launch of new programs or updated processes
• Monitors and maintains operational health metrics and analytics for assigned programs, identifying trends and facilitating mitigation and resolution plans with appropriate stakeholders
• Participate in, prepare for, and lead regularly scheduled program-related meetings, internally and externally, across all levels of leadership
• Knowledge of business technology platforms
• Enforces standard operating procedures regarding the integrity of technology and telecommunications systems to ensure that the services performed meet or exceed client expectations
• Assists with the development of quality assurance guidelines and assesses the effectiveness of program quality management measures
• Engage with leadership and quality team to identify trends and drive a culture of quality performance and accountability
• Assists senior management with the fiscal stewardship of a program by monitoring direct costs and tracking revenue when applicable
• Accurately acknowledges, replies to, and documents all program-related communications in an appropriate and professional manner within specified timeframes
• Resolves client issues or concerns through expert troubleshooting and escalates potential problems to management promptly to provide a timely resolution to the client
• Support the recruitment, hiring, and onboarding processes of roles across assigned programs and the business
• Work directly with leadership on recommended staffing needs using time studies and workforce management tools
• Development of program-specific business rules, process workflows, policies, procedures, work instructions, etc. and accountable to ensure they are being followed and kept up to date
• Accountable for effective communication and training plans, and for coordinating with partners such as operational and training team members to deliver program updates and/or trainings
• Provide requirements to product and technology partners to support system enhancements or new processes to drive performance and quality
• Maintain close relationships with peer-supervisors to ensure the program is staffed appropriately including, holiday and vacation gaps are covered, and client needs are always exceeded
• Navigate a highly matrixed organization using strong relationship building skills and clear written and verbal communications
• Maintains stringent company, employee, and client confidentiality as well as compliance with all HIPAA regulations
• Occasional travel to client and management meetings or trainings, as needed

Benefits

• Comprehensive benefits package
• Incentive and recognition programs
• Equity stock purchase
• 401k contribution (all benefits are subject to eligibility requirements)