Operations Supervisor

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, performance improvement plans, and one on ones with direct reports to provide constructive feedback for areas of opportunity to grow professionally 

• Call auditing, trending, and calibration of auditing scores with the program 

• Oversee training, and onboarding of staff necessary to support program operations 

• 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 on Project Management requirements 

• Partner with Program Manager on creation and delivery of presentations to internal and external stakeholders surrounding the program contractual compliance, status of patient care, successes in operations, opportunities for improvement, quarterly business reviews, monthly/weekly reporting requirements of the program, etc. 

• 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 and tasks 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. 

• Oversee staff training and in-services for critical business initiatives. 

• Oversee the collaboration with leadership in creating program SOP’s and WI’s and ensure implementation as required 

• Responsible for team meetings which includes: creating meeting agendas, capture meeting minutes and  maintain log of all action items with the program and team.  

• Track commercial prescription referral to specialty pharmacy programs through to shipment confirmation (or cancellation)  

• Partner with EAP site coordinators to ensure seamless transition of EAP patients to commercial supply, as applicable  

• Ensure team is compliantly and effectively partnering with a field reimbursement team  

• 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. 

• Prior experience in oncology, hematology, or rare disease with understanding of complex patient journey 

• Experience documenting standard operating procedures, documenting program requirements, creating training materials and working directly with cross-functional teams 

• Strong compliance mindset, demonstrating clear understanding of patient privacy laws  

• Excellent verbal and written, communication skills. 

• Ability to exercise independent judgment. 

• Ability to manage deliverables in a high pace environment. 

Work Environment 

This job operates in a professional office environment and teleworking from the employee’s home address listed in their employment file. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. When telecommuting employees must have reliable internet access in order to access required systems and software associated with the position's responsibilities. The amount of time the employee is expected to work per day or pay period will not change as a result of participation in the teleworking program. Employees are responsible for the set-up of their home office environment, including physical set-up, internet connection, phone line, electricity, good lighting, comfortable temperature, furniture, etc. Employee’s teleworking space should be separate and distinct from their “home space” and allow for privacy. RareMed expects employees teleworking to be as efficient and professional as if they were in the office. The amount of time spent in office or teleworking is contingent upon the needs/priorities of RareMed and will vary based on those needs/priorities.