Senior Vice President of Patient Services Operations

2 weeks ago

Coraopolis, Pennsylvania, United States RareMed Solutions Full time

Position Overview

The Senior Vice President of Patient Services Operations is a pivotal Executive Leadership position tasked with overseeing the complete service delivery of Patient Service Centers (PSC) operations. This role encompasses program initiation, continuous management, and the leadership of designated PSC teams. The SVP will provide strategic oversight and direction across a diverse portfolio of programs, possessing a comprehensive understanding of program elements and functionalities. The SVP is responsible for ensuring that key performance indicators and client commitments are consistently met or surpassed, while guaranteeing that all pharmaceutical programs are executed accurately and in alignment with relevant regulations and established business protocols. This role acts as a primary executive liaison for PSC client inquiries, primarily guiding and coordinating through Department, Program, and Account Directors to ensure the effective and efficient operation of internal teams.

Key Responsibilities

  • Directs the management of Patient Service Centers' patient support program operations.
  • Collaborates with Non-Commercial Pharmacy, Technology, Implementation, and Business Operations teams to enhance operational support.
  • Monitors organizational and program metrics to ensure high-quality service and timely execution of contracted services.
  • Provides leadership and direction for a portfolio of client service programs, ensuring strong team management that fosters operational excellence and client relationships.
  • Conducts regular collaborative meetings with clients to update on program initiatives, referral statuses, exceptions, and escalations.
  • Oversees the development of program training materials, standard operating procedures, work instructions, and quick reference guides for operational use.
  • Facilitates discussions among program leadership to identify opportunities for enhancing program efficiency and patient care solutions.
  • Supports teams in responding to client directives regarding strategic initiatives, including program design, market conditions, and technology.
  • Maintains accountability for preparing and delivering presentations to internal and external stakeholders regarding program compliance, patient care status, operational successes, and areas for improvement.
  • Works closely with the Non-Commercial Pharmacy team to ensure integrated services comply with applicable regulatory policies.
  • Collaborates with the Implementation team to manage and coordinate new initiatives, programs, products, and services within the Patient Service Center portfolio.
  • Ensures consistency across the program portfolio regarding team performance expectations and management of operational exceptions.
  • Acts as a dynamic leader, providing strategic direction while influencing across various levels of complex organizations, in alignment with RareMed values.
  • Champions organizational culture, promoting RareMed and client-driven values throughout the organization to enhance employee engagement and satisfaction.
  • Performs additional duties as assigned.

Required Qualifications

  • Bachelor's Degree.
  • 10+ years of experience in a healthcare management environment.
  • Experience in a client-facing account or program management capacity.
  • Minimum of 10+ years of leadership experience managing large teams (30+ members).
  • Experience in complex reimbursement environments.
  • Proven track record in building and scaling operations.

Preferred Qualifications

  • Advanced degree in healthcare or management.
  • Prior experience in pharmacy or the healthcare sector.
  • Exceptional verbal and written communication skills.
  • Strong analytical capabilities with meticulous attention to detail.
  • Ability to exercise independent judgment.
  • Capacity to manage deliverables in a fast-paced environment.

Work Environment

This position operates in a professional office setting, with the option for telecommuting from the employee's designated home office. Employees are expected to maintain a reliable internet connection to access necessary systems and software. The responsibilities and expected work hours remain consistent regardless of telecommuting participation. Employees are responsible for establishing an efficient home office environment that allows for privacy and productivity.

Physical Demands

While performing the duties of this role, employees are regularly required to communicate effectively. Frequent activities include standing, walking, using hands and fingers, and reaching with hands and arms. Reasonable accommodations may be made to enable individuals with disabilities to perform essential job functions.

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