The Patient Services Manager is responsible for overseeing and optimizing daily operations across the Call Center and Registry functions within Alivia Specialty Pharmacy (ASP). Reporting directly to the Senior Manager Patient Services & Support, this role ensures that patient service operations are executed with quality, efficiency, consistency, and a strong patient-centered approach. The position provides direct leadership to 3 supervisory roles: the Call Center Supervisors and the Registry Supervisor. Through these direct reports, the Patient Services Manager oversees teams responsible for patient and stakeholder communications, call center service levels, registry intake, initial patient interviews, follow-up with patients or physician offices for missing information or documentation, referral processing support, and medication refill workflows. The Patient Services Manager manages operational performance, staffing, scheduling, process execution, service quality, escalations, employee development, and continuous improvement initiatives to support timely referral turnaround, high-quality service delivery, and effective collaboration with internal and external stakeholders. |
Key Responsibilities |
- Oversee daily operations of the Call Center and Registry functions, ensuring alignment with ASP operational standards, service expectations, and patient-care priorities.
- Provide direct supervision, coaching, performance management, and operational guidance to the Call Center Supervisor and Registry Supervisor.
- Ensure teams meet or exceed productivity, service level, quality, turnaround-time, and customer-service standards.
- Monitor and analyze team performance, identify performance gaps, and develop action plans in collaboration with supervisors to improve results.
- Ensure effective handling of incoming calls from patients, healthcare providers, payers, and other key stakeholders while maintaining a high level of customer service.
- Oversee Registry workflows related to patient intake, initial interviews, referral processing, follow-up with patients or physician offices, missing information and documentation, and medication refill support.
- Support quick and accurate referral turnaround by partnering with other Operations teams and internal stakeholders.
- Oversee call center metrics, tracking systems, service levels, operational dashboards, and other performance monitoring tools used to manage daily operations.
- Review and resolve escalated customer-service or operational issues, ensuring timely follow-up, appropriate documentation, and root-cause awareness.
- Develop, refine, and implement processes, procedures, and operational improvements to enhance efficiency, effectiveness, consistency, and service quality.
- Ensure policies, procedures, business standards, call metrics, productivity expectations, and quality requirements are consistently applied across assigned areas.
- Partner with supervisors to maintain appropriate staffing, scheduling, attendance, punctuality, use of time off, and daily workforce coverage.
- Promote employee engagement, accountability, teamwork, and ownership for high-quality and timely results.
- Support hiring, selection, onboarding, initial training, ongoing training, coaching, and employee-development activities in collaboration with supervisors and applicable support functions.
- Monitor and assess staff compliance with company rules and procedures related to behavior with patients and coworkers, attendance, dress code, productivity standards, and other management instructions.
- Collaborate with key business partners, operational leaders, Quality, Compliance, Pharmacy, and other stakeholders to address operational needs and implement improvement initiatives.
- Manage or support patient communication initiatives and operational communication strategies, as assigned.
- Make informed decisions by applying operational knowledge, analyzing problems, evaluating risks, and selecting solutions that support high-quality outcomes.
- Lead change by supporting organizational initiatives, communicating expectations clearly, and helping teams adapt to new processes, systems, or business needs.
- Perform other duties as assigned.
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SUPERVISORY RESPONSABiLITIES |
Manager Level |
Knowledge, Skills, and Abilities |
- Knowledge of patient services, call center, registry, referral intake, case management, or specialty pharmacy operations preferred.
- Knowledge of operational performance management, service levels, productivity standards, quality monitoring, and process improvement principles.
- Strong leadership and people-management skills, including the ability to coach supervisors, resolve conflicts, and promote team accountability.
- Strong customer-service orientation and ability to promote excellent service delivery to patients, healthcare providers, payers, and internal stakeholders.
- Ability to analyze performance data, identify trends, determine root causes, and implement practical action plans.
- Ability to develop, refine, and enforce processes, procedures, workflows, and business standards.
- Ability to manage multiple priorities, meet deadlines, and maintain organization in a fast-paced operational environment.
- Strong problem-solving, decision-making, and change-management skills.
- Ability to collaborate effectively with cross-functional teams, including Operations, Pharmacy, Quality, Compliance, Human Resources, and Information Technology.
- Ability to maintain confidentiality and handle sensitive patient, employee, and business information appropriately.
- Proficiency in Microsoft Office programs, including Word, Excel, Outlook, PowerPoint, and Teams.
- Knowledge of CPR+ or similar pharmacy management systems preferred.
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EDUCATION REQUIRED |
Bachelor's degree or relevant experience |
EXPERIENCE |
4 to 6 years of experience in similar functions |
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