What you will do:

• Service Delivery/Program Setup- Responsible for medium-sized and small programs (<$10m). responsible for utilizing current program documentation and training materials partnering with the hub service delivery team if changes are required. identifying onboarding talent. tracks credentialing. director oversight, may plan lead faux hub
• Documentation Management- Collaborates with Service Delivery and Training to provide feedback for program-specific training. Final approver for program training deck(s) at implementation and following quarterly reviews. With support, we may create program-specific training. Consults with supervisors to execute work instructions. Post implementation - will update SOPs with the change updates received from Service Delivery. Ensures supervisors track and report credentialing and retraining.
• Financial Responsibility- In partnership with the program management team, ensures accuracy of monthly client invoicing. Escalates concerns with billing, reporting, or services performed "off grid" with leadership. Monitoring overtime to ensure cost-effective utilization
• Organization Collaboration- Collaborates with program management to execute brand programs. Works internally with technical teams for issue resolution and prioritization. May require support from the director.
• Change Management & Communication- With the support of the director or VP, executes change at the ground level, supporting employees through the transition, and ensures that change initiatives are effectively implemented within their team(s). Maintain a visible presence to all staff and answer on-demand questions. Communicates company and sometimes client-related messages to the team as indicated by the director. Communicates daily with the program manager for the program to ensure synchronicity. Dissemination of corporate strategy and information to teams with the support of the director.
• Escalation Management- Will support the program management team with operational escalations from the client or field team. Escalation point for supervisors. May need support from the director for complex, multifaceted escalations.
• Relationship Management -Engages with client as required or requested by the program management team, otherwise manages internal relationships within Hub Operations team and across departments such as product and technology. May support the director with vendor relationships.
• People Management -Manages leaders of leaders. Monitors and routinely meets with the supervisor(s) to ensure that communication and accountability are occurring. Verifies that monthly scorecards are completed and queues are routinely managed. Reviews all PIP/CA for front-line staff before final sign-off by HR. Provides feedback to direct reports on an ongoing basis and through annual performance reviews.

What we need from you:

• Bachelor's degree in business, marketing, communications, or related field OR equivalent of 7 years of related experience in a healthcare, patient support setting.
• Minimum of 3+ years of related operational experience, at least 2-3 years of leadership experience.
• Minimum of 1 year managing in a patient support hub or healthcare setting preferred.
• Familiarity with healthcare or pharmaceutical processes, terminology, and regulations
• Demonstrated leadership abilities. Excellent oral and written communication skills. Excellent organizational skills. Demonstrated ability to drive world class customer service and patient outcomes. Must have an extreme sense of patient/customer empathy. Strong creative problem-solving skills and ability to manage effectively through ambiguity and complex situations
• Self Lead. Skilled at operational execution and driving results.

Competencies

• Process Knowledge: Identifies, documents, and monitors key processes needed to achieve successful business results.
• Decision Quality: Ability to make appropriate, informed, and timely decisions while ensuring compliance with company policies, practices, and core values.
• Customer Service Orientation: Anticipate, identify, and address the needs of customers/clients, sometimes before those needs are voiced. Focuses on improving the level of service provided.
• Consultation/Communication: Ability to guide employees and organizational stakeholders, offer solutions based upon best practices, and generates specific organizational interventions (e.g., change management, training) to support organizational objectives.

Travel requirements and schedule:

• 5% travel. based out of Pittsburgh operations center. Job requires the candidate to be onsite daily. Work schedule in support of an 8 AM – 8 PM contact center. Flexibility to support the needs of the business (evenings, weekends, etc.) as needed.

Adhere to all Company Policies, Procedures, and other training consistent with ConnectiveRx's Information Security and Compliance Programs, including but not limited to the following compliances and regulations: SOC1, SOC2, PCI, HIPAA

Maintain strict compliance with company and client policies regarding business rules and ethics, as well as applicable local, state and national federal laws