Operations Manager

2 months ago

Morrisville, United States Mercalis Full time

Overview:

Hybrid Role: Onsite/Work-From-Home

Location: Morrisville, NC (near RDU airport)

Mercalis is an integrated life sciences commercialization partner that provides comprehensive solutions that span the entire healthcare value chain. Backed by proven industry expertise and results-driven technology, Mercalis helps navigate the complex life sciences marketplace by providing commercialization solutions to accelerate value and enhance patient lives.

Mercalis fosters a culture that encourages individuality and provides opportunities for creativity, growth, and success while fostering a team environment. We are a diversity-driven organization with an inclusive approach to delivering patient-centric solutions that, eliminate barriers for patients, and increase patient access to life altering medications.

As the Operational Manager, you will be responsible for oversight of shared services within the program and evaluating existing processes and developing improvement plans for all assigned areas. In this position you will leverage relationships with key internal team members such as functional leads, associate directors and the quality team to develop and execute the vision to achieve best in class patient and provider experience.

Activities of the Operational Manager include: leading a team to create visibility into key processes; developing improvement plans for assigned areas; supporting the implementation of improvement initiatives; continuously measuring and monitoring processes, risks and controls; participating in organizational activities to meet or exceed client objectives

Responsibilities:
  • Lead the vision for the Operations Excellence team and drive assigned performance responsibilities of team through supervisors
  • Monitor and report on program statistics and metrics identifying process inefficiencies and influence internal partners through fact-based recommendations to management on process improvements
  • Coordinate with business, technical, program operations, and leadership teams to develop program operational SOPs and improve documentation
  • Classify risks and opportunities associated with redesign/improvement decisions; while ensuring alignment with Program vision
  • Collaborating with franchise area leadership and process owners to review and discuss process issues; identify primary risks, risk appetite and controls used to proactively manage risk
  • Protect and promote the Program brand by ensuring adherence to program policies and compliance, brand, and verbal standards
  • Develop and maintain strong working relationships and strategic partnerships with key program internal and external stakeholders to maximize program effectiveness and influence
  • Chair and lead the Field Advisory Board and brief the Strategy and Steering Committee on key insights derived from the Board meetings
  • Determine call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses
  • Identify and evaluate state-of-the-art technologies; define user requirements; establish productivity, quality, and customer-service standards;
  • Escalate issues that put the programs course in jeopardy of not delivering to contracted standards
  • Travel on a limited basis to and attend related meetings/conferences as required
  • Accomplishes human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees
  • Administer scheduling systems; communicate job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures
  • On time adherence to training deadlines for all corporate policies and procedures governing access to confidential data
  • Ensure all SOPS are followed with consistency
  • Conducts miscellaneous tasks or projects as assigned.
  • Maintains professional and technical knowledge by tracking emerging trends in areas of oversight
Qualifications:
  • Bachelor's degree (or equivalent)
  • 3-4 years of Program Management experience is preferred
  • Extensive knowledge in Microsoft Office Suite, and other business assistance software platforms
  • Highly organized and detail-oriented
  • Effective time management
  • Budget management skills
  • Ability to resolve conflicting situations, strong in deductive reasoning and problem solving, analytical mindset
  • Exceptional communication skills, including verbal and written, ability to interact with internal and external stakeholders
  • Flexibility
  • Ability to work independently and as part of a team
  • Ability to adapt and learn computer systems
  • PMP valued but not required

Why work for Mercalis?

  • Diversity, Equity, Inclusion & Belonging are paramount to our culture and success. Our dedication to DEI&B is both organic and intentional
  • Our Mission is rewarding and fulfilling (Patient Access to Life-Saving/Improving/Extending Medications/Treatments)
  • We employ the best Talent and Tools from the Patient Access Industry (We are the Industry Leader)
  • We monitor the market to ensure we offer competitive salaries and benefits.
  • 401K w/ 5% matching; day-1 vestment period
  • 15 days PTO
  • 7 Holidays + 2 Floating Days
  • Health/Dental/Vision/Life; Coverage Day-1
  • Gym Reimbursement
  • Volunteer Hours

*This is not an exhaustive list of benefits.

*Benefits are subject to change.

** Some positions require onsite presence and/or structured hours/shifts.

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