Bethesda, Maryland
Health Care Call Center Director of Operations Job Opening in Bethesda, Maryland - CareMetx is seeking ambitious, motivated individuals with excellent communication, interpersonal and organizational skills who would like the opportunity to help people navigate the difficult healthcare landscape using their healthcare administration or information technology patient's are prescribed high cost, specialty medications , organizations like CareMetx are hired by pharmaceutical companies to provide "hub services." This niche industry has fast become an integral player in getting specialty products and devices to the patients who need them by managing the reimbursement for those products, identifying alternative funding when insurer's don't pay and providing clinical services when necessary. The hub maintains communication with physicians, specialty pharmacies, payers and others to assure patients get their medications in a timely fashion and continue to track progress while they are taking the medication.
POSITION SUMMARY:
Under the direction of the Vice President, Hub Services, the Director is responsible for managing the reimbursement and other hub services related to the program. The Director is responsible for the oversight of all team members providing the full range of services for the specific programs. The position will participate in other related projects and perform other functions as may be required from time to time.
PRIMARY DUTIES AND RESPONSIBILITIES:
Manage the existing team for operations related to manufacturer programs
Ensures team is meeting contractual obligations and program SLAs
Responsible for the management of the client program managers
Participate in strategic and tactical planning sessions
Make recommendations in the development of long-term strategies
Present strategic and operational plans for the development of new capabilities
Participate in proposal writing, contracting, client presentations, and pricing
Involved with the development of policies, standard operating procedures and work instructions for manufacturer
Responsible for overseeing the recruitment, training and management of program teams
Performs related duties as assigned
EXPERIENCE AND EDUCATIONAL REQUIREMENTS:
Bachelor?s Degree is required
Requires broad knowledge and training in the fields of healthcare, specialty pharmacy and reimbursement
Requires a minimum seven (7) years of experience; at least 5 years in a progressive management role
Knowledge of full service call center programs preferred
Experience in the pharmaceutical industry is a plus
General knowledge of reimbursement, patient assistance programs, database elements and functionality; operational policies and processes
Dynamic leader who can energize multi-discipline work teams to learn and apply new skills and /or techniques to respond to the business needs
MINIMUM SKILLS, KNOWLEDGE AND ABILITY REQUIREMENTS:
Strong customer/client management background
Exceptional project management skills with experience in organizing, planning and executing projects from vision through implementation
Good analytical, conceptual and problem solving skills with demonstrated track record in new concept development for various projects
The ability to manage multiple tasks along a parallel process
Strong decision making capabilities
Critical thinking skills, creative and innovative solutions to internal or external client needs
Strong industry and business knowledge
Strategic thinker with long term planning experience
Ability to communicate effectively both orally and in writing
Possess strong interpersonal and leadership skills, be able to develop and grow talent
Strong organizational agility, be able to manage team through change and lead by example
Ability to proficiently use computer and good knowledge of Microsoft Office
Job Type: Full-time
Job Location:
Bethesda, MD
Required education:
Bachelor's
Required experience:
business and staff development: 4 years
broad knowledge and training in the fields of healthcare, specialty pharmacy and reimbursement: 7 years
process Improvement: 4 years
critical decision making that impacts the delivery of healthcare services: 4 years
Call Center Management: 5 years
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