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SalaryPurpose:
The Program Manager is responsible for managing one of RareMed’s dedicated programs. The Program Manager will provide program oversight and have a deep understanding of program deliverables. They will work collaboratively with an Account Director to serve as a point of contact for client requests and communication. The Program Manager will also provide close coordination with assigned program team members to ensure efficient and correct processing of referrals. The role will require collaboration with internal teams to enhance program efficiencies, including review of program metrics and evaluation of opportunities for improvement. The Program Manager will also be responsible for ongoing evaluation of program compliance to documented business rules.
Responsibilities:
- Ensure the program is operating according to plan by providing day-to-day guidance to program team leadership, monitoring compliance and program policies, procedures, turnaround times, and ensuring adherence to service level agreement expectations.
- Monitor and ensure adherence to both company and program policies and procedures.
- Develop and ensure implementation of program Standard Operating Procedures (SOPs), Work Instructions (WIs), training materials, and quick reference guides for operational use.
- Ensure adherence to and proper documentation of program business rules, SOP and WIs.
- Hire, train, and onboard program staff necessary to support program operations.
- Create solutions to track program metrics and evaluate opportunities.
- Collaborate with leadership to identify opportunities to improve program efficiency and patient care solutions.
- Provide oversight of case audit and call monitoring per program business rules and as requested by the client.
- Work collaboratively with account director to manage and maintain the relationship with the manufacturer/client representatives.
- Oversight of contractual obligations and reporting for pharmaceutical manufacturers.
- Conduct scheduled collaborative meetings with manufacturer/client to communicate status of program initiatives, status of referrals, workflows, and potential enhancements.
- Collaborate internally with assigned team to expedite processing of referrals.
- Respond to inquiries from the client, within expected timeframes according to program requirements and leadership direction, as questions arise including, but not limited to program design, marketplace conditions and program business rules.
- Responsible for the creation and delivery of presentations to internal and external stakeholders surrounding the program contractual compliance, status of patient care, successes in operations, opportunities for improvement and quarterly business reviews.
- Strong compliance mindset, ensuring team has clear understanding of patient privacy laws.
- Build and maintain respectful, collaborative internal/external team relationships, exercising and encouraging positivity.
- Stay abreast of industry trends and regulatory updates that may impact program delivery.
- Independently and effectively resolve complex issues with timeliness, creativity and innovation.
- Other duties as assigned.
Required Qualifications:
- Bachelor’s Degree and/or equivalent work experience also considered
- 4 + years’ experience in healthcare management setting, demonstrating progressive responsibility in areas such as people management, customer service, reimbursement and project management
- Prior experience with leading and managing direct reports
- Experience in a client facing account or program management role
- Prior experience and knowledge with HUB support/reimbursement services
- Strong analytical skills with attention to detail
- Empathy, drive and commitment to exceptional service
Preferred Qualifications:
- Prior experience in pharmacy or the healthcare industry
- Prior experience using analysis tools or systems
- Experience documenting requirements, creating training materials and working directly with end users
- Excellent verbal and written communication skills
- Ability to exercise independent judgment
- Ability to manage deliverables in a fast-paced environment
- Exceptional customer focus, collaboration, initiative, results-oriented, business solution-oriented capabilities
Work Environment
This job operates in a professional office environment and teleworking from the employee’s home address listed in their employment file. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. When telecommuting employees must have reliable internet access in order to access required systems and software associated with the position's responsibilities. The amount of time the employee is expected to work per day or pay period will not change as a result of participation in the teleworking program. Employees are responsible for the set-up of their home office environment, including physical set-up, internet connection, phone line, electricity, good lighting, comfortable temperature, furniture, etc. Employee’s teleworking space should be separate and distinct from their “home space” and allow for privacy. RareMed expects employees teleworking to be as efficient and professional as if they were in the office. The amount of time spent in office or teleworking is contingent upon the needs/priorities of RareMed and will vary based on those needs/priorities.
Physical Demands
While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; use hands and fingers, handle or feel; and reach with hands and arms.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential function of the job.
