Service Delivery Manager

Our Company

OnePoint Patient Care

Overview

OnePoint Patient Care's Service Delivery Manager is an important customer-facing role within our organization. The position is responsible for the day-to-day contact of our hospice partners with OnePoint. The ability forOnePoint to handle "exceptions" is critical to our reputation in the market, and the Service Delivery Manager isthe face of our company when it comes to managing many of these exceptions. Service Delivery Managersmust display strong customer service and technical skills that are in alignment with our company's philosophiesand operational strategies.Service Delivery Managers are required to develop, support and uphold our keyoperational standards of:Business

• Maintain a thorough knowledge of OnePoint Patient Care's organizational structure, products,services, procedures, and processes.Customer
• Create strong customer relationships by consistently exceeding expectations. The customermust always have a positive experience when dealing with the Service Delivery Manager.Leadership
•  Communicate effectively. Respond to input and listen to other people's opinions. Beaccessible to both hospice customers and internal OnePoint team members. Build essential workrelationships with OnePoint subordinates, peers, superiors, and in some cases 3party vendors, tofacilitate better service to our customers. Work well across OnePoint business units to developpartnerships and meet goals.Results
• Take personal pride and responsibility for tasks and commitments. A commitment tointegrity in the workplace is essential. Drive on-time results by thoroughly planning andorganizing activities. Make timely decisions when issues arise and involve others in problemsolving when necessary. Manage potential issues and problems effectively and timely.

Responsibilities

• Ordering new prescriptions.
• Admitting new patients.
• Using OnePoint's OneConnectPoint app/website and DoseSpot.
• Reading and understanding OnePoint's invoices and resolving billing disputes.
• Transitioning a hospice partner from a former pharmacy provider to OnePoint.
• Anticipating potential problems and solving them before they become bigger issues.
• Alerting the appropriate OnePoint personnel to potential problems the hospice might beexperiencing with our service and following-through to ensure those problems areresolved to the satisfaction of our customers.
• Fielding all hospice complaints, identifying where and why a service breakdown may haveoccurred, and implementing a workable process with OnePoint's PBM, pharmacy, ordelivery departments to fulfill the needs of the hospice.
• Alerting OnePoint management regarding possible negative developments or trends withcustomers.
• Communicating billing delinquencies to hospices and facilitating timely payments fromhospices to OnePoint.
• Demonstrating a core competence in researching and analyzing customer data and findinginformation in OnePoint's pharmacy and PBM systems.
• Utilizing OneConnectPoint and other reporting tools to provide business intelligence topartnersGiving presentations, both formal and informal, to hospice customers.

Qualifications

• Highly organized
• Attentive to detail
• Committed to excellence
• Self-motivated

About our Line of BusinessAbout OnePoint Patient Care   OnePoint Patient Care is the nation's leading independent provider of community-based hospice pharmacy and pharmacy benefits management (PBM) services - offering hospices nationwide flexible and adaptable solutions for their hospice pharmacy needs. OnePoint fills prescriptions, creates custom compounds and formularies, provides home deliveries, and manages pharmacy benefits for more than 32,000 patients per day. Through its Concierge PBM, Next Day Valet mail order and Direct Express local services, OnePoint serves more than 350 hospice programs and is available in 50 states.   OnePoint was one of the first pharmacies to begin serving the hospice industry when the Medicare hospice benefit began in the 1980s. Today OnePoint has grown to be one of the leading national hospice pharmacies with 15 locations strategically positioned throughout the United States, with additional plans for expansion. For additional information on what OnePoint can do, visit www.oppc.com or call (866) 771-OPPC. Follow us on Facebook, Twitter, and LinkedIn.Employment Type: FULL_TIME