Director of Clinical Support

3 weeks ago

Montvale, United States EmpiRx Health Full time
Who We Are:

EmpiRx Health is the leading clinically-driven, customer-first PBM company that puts the pharmacist at the center of its service model to optimize member care while substantially reducing costs for plan sponsors.

What We Do:

We place more emphasis on member care than any other PBM by focusing on health outcomes first. Our pharmacists and clinicians are at the center of everything we do-and our population health solution delivers tailored strategies for our clients.

Who We're Looking For:

EmpiRx Health is experiencing unprecedented growth, and we're seeking a highly skilled and experienced Director of Clinical Support. In this critical role, you will be instrumental in leading the management team of Cost Containment & Clinical Operations Specialists to successfully oversee their respective teams.

What You'll Do:
As the Director of Clinical Support, your role will encompass a wide range of responsibilities:
  • Serve as the VP of Clinical Concierge Services point person to ensure the Cost Containment & the Clinical Operations team is delivering on assigned responsibilities.
  • Coach and professionally develop managers to drive their team to success.
  • Lead overall team development towards white-glove service excellence by making sure the team is handling caseload in a timely manner.
  • Lead in development and enhancement of processes for new Cost Containment and Ops departments.
  • Serve as the subject matter expert on all Cost Containment programs and duties within the platform for respective teams.
  • Closely collaborate with other leadership within the Concierge Services department and Call Center operations team to ensure member satisfaction or concerns are met.
  • Closely collaborate with any outside vendors within this department (ie - SCC vendor, Luna Health)
  • Support the recruiting efforts of the team by participating in the interview process for new hires.
  • Ensure daily process/protocols are being monitored by management.
  • Ensure workload are allocated properly by management.
  • Assist with escalations that cannot be handled by managers.
  • Monitor and ensure workload capacity and performance is meeting organizational KPI's for teams.
  • Monitor and ensure best practices within managing teams and best class concierge service continuity.
  • Utilize EmpiRx Health internal tools for team's oversight and monitoring (e.g., RxCurve360, DOMO, Salesforce, EmpiRx Health adjudication & prior authorization platform)
  • Utilize third party vendor tools to obtain necessary information for team's monitoring and oversight.
  • Pull and assess performance reporting to ensure white glove service are achieved for clients/members.
  • Become SME on EmpiRx internal monitoring tools to ensure effective high level of quality and timely support to EmpiRx Health members.
  • Continuous development of process improvements to increase effectiveness and productivity across teams.
  • Enhance strategies to improve training for new hires and uptraining for managing teams.
  • Strategically develop enhanced processes and streamline workstreams for better efficiency.
  • Enhance KPI metrics and/or reporting for leadership team.
  • Closely and collaboratively work within Care Management leadership and other EmpiRx Health departments to deliver best in class services to our members and clients.
  • Collaborate and lead development with outside vendors (e.g., SCC vendors, Luna Health, etc)
  • Effectively support managing team as needed (coverage, etc)

What You Need:
  • Bachelor's Degree
  • Minimum 7 years of people management experience (remote management preferred)
  • Minimum 5 years of pharmacy experience
  • Minimum 5 years of experience in PBM, health plan, or equivalent (claim adjudication experience preferred)
  • Minimum 5 years of experience with outside vendors
  • Minimum 2 years of customer service experience
  • Strong customer service orientation and commitment to delivering concierge-level service.
  • Ability to work in a fast-paced environment.
  • Ability to think critically and strategically.
  • Time management skills with ability to meet tight deadlines.
  • Excellent verbal and written communication skills
  • Proficient in Microsoft Office Suite, CRM tools
  • Any professional certification (preferred)

Why Join Us:
  • EmpiRx Health is on an extraordinary journey where excellence meets innovation.
  • We are a collaborative team that encourages groundbreaking ideas, values open dialogue, and prioritizes continuous improvement.
  • You will be part of a dynamic team where success is a shared celebration, collaboration fuels progress, and we redefine healthcare together.
  • We offer a generous and competitive benefits package.
  • You will share in the company's success through our discretionary bonus program.

EmpiRx Health is an Equal Opportunity Employer

At EmpiRx Health, we wholeheartedly embrace the power of diversity and the magic of inclusion. The kaleidoscope of unique perspectives, backgrounds, and talents fuels our innovation and sets us apart. We're not just breaking down barriers but actively erasing them to create an environment where opportunity knows no bounds. In unity, we find our strength and invite individuals from all walks of life to join us in our exhilarating journey to shape a brighter, more inclusive future together.

Your career at EmpiRx Health awaits - join us in shaping the future of excellence in healthcare.

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