- Operational execution – assist the Operations Director in developing and executing daily, weekly, and monthly plans to ensure WIP (work in process) is continuously managed. Responsible for daily management of operational key performance indicators (KPIs) and service level agreements (SLAs).
- Workforce management – assist the Operations Director in the execution of a WFM plan that will allow the patient support program to best meet the needs of patients and prescribers. Participate in long range planning to ensure staffing and capacity considerations are considered and built into plans.
- Act as an SME and resource to patient navigators, assisting in their training, and serving as primary resource for all Operational process related issues
- Compliance and quality – in partnership with quality and compliance leads, ensure program compliance with program business rules/operation procedures through regular auditing of cases/phone calls to ensure "best in class" customer service
- Continuous improvement – foster a culture of continuous improvement through feedback, process and program improvement initiatives, and program evolution based on patient / HCP engagement
- Review and analyze data from internal and external patient support operational teams to identify trends and areas of opportunity
- Coordinate weekly / bi-weekly status calls with key stakeholders to address performance, challenges, and opportunities
- Work closely with the patient relations leadership team to implement new programs and initiatives
- Lead field calls with identified leaders to build relationships, value and education on services offered through internal HUB
- Assess potential performance impacts to business plans and recommend mitigation plans
- Lead team meetings and pull through culture initiatives
- People Management - Accomplish the above through effective management of direct team. Responsibilities include goal setting, performance reviews/management, training, coaching, mentoring and career development
- All Patient Relations activities will be performed in a manner that is consistent with and compliant with all laws and company policies
- All other duties as required
- Associates Degree in life sciences, business, or a related field with 10+ years of relevant experience. Will consider commensurate experience and/or combination of education and experience or,
- Bachelor's Degree in life sciences, business with 8+ years of relevant experience, or a related field. Will consider commensurate experience and/or combination of education and experience or,
- Master's Degree with 6+ years of relevant experience.
- 3+ years of people leadership/management experience leading effective teams
- In-depth knowledge of patient support programs, case management, and adherence program designs
- In-depth experience utilizing CRM (e.g. Health Cloud, Salesforce) systems to carry out patient support related activities
- Strong communication and interpersonal skills, with the ability to effectively engage with patients, healthcare professionals, and cross-functional teams
- Excellent organizational, project management skills to lead an effective and compliant operation
- Strong proficiency with Microsoft Office suite
- Demonstrated ability to operate within SOP to deliver a consistently compliant program execution
- Empathy, compassion, and a patient-centric mindset to provide the best possible support and care
- Strong proficiency with Microsoft Office suite
- Master's Degree in life sciences, business, or a related field. Will consider commensurate experience and/or combination of education and experience.
- Specialty pharmacy/channel operations experience
- Experience with text or chat HIPPA compliant communication methods
- Experience with Tableau or similar business intelligence tools
- Experience with training
- Rare disease and / or complex therapy administration experience
-
Operations Support Specialist
1 week ago
Cynet Systems Durham, United StatesJob Description: · Responsibilities: Receive and process enrollment requests into the CRM system, following up to obtain any missing information. · Provide customer phone support for enrollment questions and issues. · Support investigation and resolution of duplicate records. ...
-
Pearson Education, Inc. Durham, United StatesThe Customer Service Representative/ Processing Agent is responsible for processing a high volume of transactions for State Regulatory Agency Licensing and Certification Programs. The Customer Service Representative/ Processing Agent executes the app Customer Service, Operations, ...
-
Customer Srvc Operations Support Assistant
1 week ago
Pearson Durham, United States Part timeThe Customer Service Representative/Processing Agent is responsible for processing a high volume of transactions for State Regulatory Agency Licensing and Certification Programs. The Customer Service Representative/Processing Agent executes the application process in accordance w ...
-
Patient Navigator, Patient Support Operations
3 weeks ago
United Therapeutics Durham, United StatesCalifornia, US residents click here ) . · The job details are as follows: · What We Do · We build on the strength of our research and development expertise and a distinctive, entrepreneurial culture that encourages diversity, innovation, creativity, sustainability, and, simply, f ...
-
Sales Operations Support Specialist I
4 weeks ago
Toshiba Durham, United States Full timeThe Sales Operations Support Specialist I position supports all commercial related activities for our Direct Accounts and Business Partners including, but not limited to, pricing proposals, contract creation, deal and SOW support and review, validation of contracts, SOW and purch ...
-
Sales Operations Support Specialist III
1 month ago
Toshiba Durham, United States Full timeToshiba Global Commerce Solutions is seeking a Sales Operations Support Specialist III position supports all commercial related activities for our Direct Accounts and Business Partners including, but not limited to, pricing proposals, contract creation, deal and SOW support and r ...
-
Customer Support Operator
3 weeks ago
ManpowerGroup Cary, United StatesOur client is seeking a Customer Support Operator to join their team. As a Customer Support Operator you will be part of the customer service team supporting company clients. The ideal candidate will have strong attention to detail, excellent communication skills, and the ability ...
-
Operations Support Coach
3 weeks ago
KidStrong Raleigh Cary, United StatesJob Description · Job Description · Job Duties & Responsibilities · KidStrong Support Coach are the support system of the Program Director when it comes to the center. Its the responsibility of the Support Coach to work with the Program Director on fostering a culture of learning ...
-
Customer Support Operations Manager
1 week ago
VAST Data Raleigh, United States**Customer Support Operations Manager** · **Description** · VAST Data is looking for a Customer Support Operations Manager to join our growing team · This is a great opportunity to be part of the fast-growing infrastructure company in history. In just a few short years, weve s ...
-
Operations Support Specialist I
1 week ago
Pike Corporation Raleigh, United States**Primary Location** · : North Carolina-Raleigh ? Perform other duties as assigned by management. To perform this job successfully, an individual must be able to perform each essential dut y satisfactorily. The requirements listed below are representative of the knowledge, skill ...
-
Director of Cloud and Core Operations
1 week ago
Duke Health Durham, United StatesWork schedule: · Normal Business Hours (Hybrid work model) · General Description: · The Director of Cloud and Core Operations reports to the Senior Director of IT Operations within the CTO organization. This role is responsible for overseeing the maintenance and optimization of b ...
-
IT Compliance Manager
1 week ago
CARsgen Therapeutics Durham, United States1. Responsibilities · 1. Responsible for creating standard operation procedures, protocols and compliance related documents for IT department in accordance with FDA regulatory and compliance requirements. · 2. Responsible for the daily operation, troubleshooting, and maintenanc ...
-
Quality Control Technician
5 days ago
Medasource Durham, United StatesTitle: QC Environmental Monitoring Technician · Duration: 6–12-month contract · Location: Durham, NC · First and second shift work may be required. · 12 hour shifts on 2-2-3 schedule · Minimal travel required. · Some allergens are present in the parenteral plant. · Summary: · The ...
-
Information Technology Operations Specialist
4 days ago
Motion Recruitment Durham, United StatesOur global SaaS client is looking for a contract IT Operations Specialist I. This is an onsite position located in Durham, NC. · This role coordinates, diagnoses, and troubleshoots internal employee issues with technology. Provides support services to employees with technical pro ...
-
Purchasing Agent
1 week ago
Medasource Durham, United StatesResponsibilities: · Analyze inventory levels of items within ERP systems and act as needed (placing purchase orders, expediting, and deferring deliveries etc.) · Place purchase orders in SAP and Ariba with suppliers with sufficient lead time to enable on time deliveries to facil ...
-
Operations Associate
1 week ago
Alcove Durham, United StatesAt Alcove, we want to enable shared-housing in every home. Through our technology and platform, we can bring together roommates and homeowners to maximize value for everyone. · We live in an era trending towards the access economy with highly mobile lifestyles. Ownership of expen ...
-
Bee Talent Solutions Durham, United StatesJob Brief: · The Service Desk Administrator I coordinates, diagnoses, and troubleshoots internal employee issues with technology. Provides support services to employees with technical problems and information technology issues involving desktop, laptop or network services from lo ...
-
Investigator II
3 weeks ago
Randstad Enterprise Durham, United StatesInvestigator II - Pharma and Parenteral Filling · The Manufacturing Support Associate (Contract - Temp to Perm) is an entry level position responsible for investigating minor Manufacturing process deviations, authoring manufacturing process instructions to supporting day-to-day t ...
-
Onsite IT Support Specialist
3 weeks ago
Vaco Durham, United StatesUnable to partner with 3rd party vendors (Corp-to-Corp/C2C) for this opportunity. · We are unable to sponsor at this time. · Relocation is not provided. · Job Summary: · Our biotech client is seeking a dedicated Onsite IT Support Specialist to join their growing organization. Thi ...
-
HVAC/R Tech
1 week ago
Insight Global Durham, United StatesMust Haves: · 4+ years of HVAC experience in an industrial or commercial setting · Experience with or desire to learn refrigeration · Experience with mechanical troubleshooting on HVAC units, Air Handlers, and Air compressors · Ability to read P&ID's – blueprints for mechanica ...
Manager, Patient Support Operations - Durham, United States - United Therapeutics Corporation
Description
California, US residentsclick here.
The job details are as follows:
What We Do
We build on the strength of our research and development expertise and a distinctive, entrepreneurial culture that encourages diversity, innovation, creativity, sustainability, and, simply, fun. Since inception, our mission has been to find a cure for pulmonary arterial hypertension and other life-threatening diseases. Toward this goal we have successfully gained FDA approval for five medicines, we are always conducting new clinical trials, and we are working to create an unlimited supply of manufactured organs for transplantation.
We are the first publicly-traded biotech or pharmaceutical company to take the form of a public benefit corporation (PBC). Our public benefit purpose is to provide a brighter future for patients through (a) the development of novel pharmaceutical therapies; and (b) technologies that expand the availability of transplantable organs. At the same time, we seek to provide our shareholders with superior financial performance and our communities with earth-sensitive energy utilization.
Our company was founded by an entrepreneur whose daughter was diagnosed with a life-threatening condition. She sought to find treatment options and a cure for her daughter and patients like her. We are founder-led, and relentless in our pursuit of "medicines for life". We continue to research and develop treatments for cardiovascular and pulmonary diseases, and other orphan diseases.
How you'll contribute
The Manager of Patient Support Operations plays a pivotal role in optimizing the operational performance of our patient support navigator team, focusing on PAH and PH-ILD products. The Manager will provide targeted coaching to enhance agent performance and behaviors, as well as drive efficiencies by implementing strategies for improved performance and agent development. Effective collaboration with internal commercial partners is paramount to identify and remove non-clinical barriers for patients. The desired outcomes should be based on motivated and empowered patient navigator teams that demonstrate positive employee culture, job satisfaction and ownership of the patient journey. The overarching objective of our Patient Support Program is to equip patients with the knowledge, resources, and logistical support necessary for effectively managing their conditions and adhering to treatments prescribed by their healthcare providers (HCPs). This position contributes to our Patient Support vision through the following: 1.) managing day-to-day operations 2) managing operational key performance indicators (KPIs), 3) optimizing workforce management, 4) resolving escalations 5) quality monitoring to ensure compliance and provide a "best in class" customer experience for patients, prescribers and caregivers.
For this role you will need
Minimum Requirements
Preferred Qualifications
At United Therapeutics, you'll realize quickly that it is not an ordinary place to work When you join our company, you will learn, grow, contribute, have fun, and be challenged... all while making a difference in the lives of our patients.
While United Therapeutics does not require vaccination for Covid-19 at this time, we strongly encourage all employees and visitors to remain up to date on vaccinations and boosters to protect one another from illness. Employees working in customer-facing roles must adhere and comply with customers' credentialing guidelines, which may require vaccination against Covid -19, the influenza virus, and other illnesses that could be harmful to healthcare staff and patients.
United Therapeutics Corporation is an Equal Opportunity/Affirmative Action Employer - EOE Minorities / Females / Protected Veterans / Individuals with Disabilities
Manager, Patient Support Operations professionals in Durham
-
Sami Shaban
Medical Laboratory Supervisor
-
Kamesha Alston
Customer Service/Healthcare