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Express Scripts Employment – Operations Manager

Express Scripts

Job Description:

Are you ready to step into a position that combines your leadership talents, communication skills, attention to detail, ability to multitask, and unrelenting drive to help others?  We are looking for an Operations Manager to join us in the Rare Disease TRC.  In this multi-faceted role, the Operations Manager is ultimately responsible for ensuring that all pharmacy activities happen timely and in accordance with payer, pharma, and Accredo guidelines as required to deliver specialty drug therapies to patients, as managed by you and your team.

This person is responsible for being the direct point of contact for our external partners, i.e. Reimbursement Hubs and Pharma Manufacturers, acting as a liaison between those customers and our internal operations and account management leaders.  The Operations Manager is responsible for the overall health of the program and will be expected to prepare operations analyses, including operational effectiveness and capacity utilization, and make recommendations for improvement to increase efficiencies.

This role also requires a strong people leader, as you will be accountable for a team of Program Managers who will be responsible for daily oversight of the all front-end pharmacy delivery and program management activities for the assigned specialty drug(s).  As part of this leadership role, it will be important to coach and mentor the Program Managers in order to develop their skill sets and promote their career growth.

Job Responsibilities:

  • Host meetings with operation leaders, Account Management, hubs and manufacturers to review key metrics, specialty pharmacy performance status, clinical/nonclinical in-services, and QBRs
  • Build and maintain effective stakeholder relationships, with a clear understanding of the nuances of how to position Accredo externally – what to say / not to say
  • Supervise activities and be actively involved and aware of daily operations, including quality review and contingency plans to ensure pharmacy operations are performed in all circumstances, for assigned specialty drug(s)
  • Coach and develop team, oversee resolution of employee relations issues, oversee hiring and training of new associates, and manage workload assignments all aimed at ensuring the team succeeds in achieving a high-level of client satisfaction, as well as their own professional achievements
  • Collaborate with the appropriate staff members within the Product, Payer, Account Management, and Contracting Department to ensure all patients have the necessary approvals for timely treatment
  • Act as the operations liaison to the drug manufacturing companies and their hubs to answer questions related to processes, and to research issues, concerns, and escalations
  • Identify and track key issue trends, perform root-cause analysis, review facility level policy and procedures, and drive process improvement initiatives aimed at ensuring performance efficiencies and overall support effectiveness that best align with Accredo standards and expectations of external clients
  • Monitor and report out to leadership, and other appropriately interested parties, on work in progress, aging, and key metrics, and other necessary program status updates, and lead efforts to resolve any delays, for assigned specialty drug(s)

Job Requirements:

  • Ability to succeed in a dynamic, high-pressure environment and develop a culture of ownership and personal accountability
  • Ability to motivate employees, handle difficult employee relations issues and create a culture that supports high employee morale
  • Excellent verbal and written communication skills
  • Ability to handle sensitive or confidential information is critical
  • Bachelor’s degree in related field or 11 to 14 years of experience
  • Focus on quality customer service
  • Experience and/or training with Microsoft Office products such as Excel, Outlook and Word required
  • Demonstrated ability to meet multiple deadlines and manage heavy workload
  • Knowledge of pharmacy utilization, medical benefit claims management process, PBM / specialty pharmacy / healthcare industry highly preferred
  • 5+ years of leadership experience preferred

Job Details:

Company: Express Scripts

Vacancy Type: Full Time

Job Location: Memphis, TN, US

Application Deadline: N/A

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