Operations Supervisor

The Operations Supervisor is responsible for overseeing the day-to-day services and operations for one of the company's dedicated programs. The Operations Supervisor will provide direction to 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, required service level metrics and will collaborate with internal team members, including the Program Manager, to enhance program efficiencies through review of program metrics.

Responsibilities:

• Ensure the assigned program team is operating according to plan by providing day-to-day guidance to program team.

• Monitor compliance within the program SOPs, turnaround time, and ensure adherence to service agreement expectations.

• Oversee and establish the performance management, goals, and expectations of assigned program.

• Oversee cross-functional operations team that includes patient-facing, provider-facing, and external client-facing activities.

• Lead weekly calls with internal teams and participate in manufacturer access team calls to provide timely updates.

• Hire, train, and onboard staff necessary to support program operations.

• Manage staff scheduling to maintain and support day-to-day operations.

• Conduct annual performance reviews for direct reports to provide constructive feedback for areas of opportunity to grow professionally.

• Collaborate with leadership to create program SOP’s and WI’s and ensure implementation as required.

• Partner with Program Manager to develop quality assurance measures to verify that processes, procedures, and program business rules are being followed appropriately.

• Ensure all referrals are processed and triaged appropriately via documented standard operating procedures.

• Demonstrate a strong compliance mindset and a clear understanding of patient privacy laws.

• Manage, maintain, and continually enhance program operational processes and procedures to ensure accuracy as well as efficiency of deliverables.

• Promptly communicate, coordinate, and make recommendations related to issues, complaints, and field escalations to review and investigate.

• Partner with Program Manager to discuss and review status of program to provide updates to client.

• Review and provide periodic updates and process improvement recommendations to internal stakeholders regarding operations, trends, and overall status of program.

• Handle issue resolution related to escalated operational program elements/questions including incoming referrals, patient assistance, patient/provider inquires.