Manager, Patient Services - Client Program Mgmt, Patient Access

Manager, Patient Services - Client Program Mgmt, Patient Access

The Manager, Patient Services provides daily oversight and guidance related to case management operations and team performance. The individual acts as a liaison between the program, client, ancillary providers, and internal leadership to streamline communication related to process, quality, performance, and expectations. This role manages daily performance and program workstreams to maintain effective operational efficiencies.  The Manager will give detailed attention to program strategy, project delegation, and program implementation.

Core Duties and Responsibilities

• Provide daily oversight and guidance to team through effective leadership, ongoing assessment of team productivity and quality, and upward reporting to senior leadership on related activities, opportunities for improvement, and overall team performance.
• Serve as a liaison between the program, client, and ancillary providers to streamline communication related to process, quality, performance, and expectations while building and maintaining relationships with internal and external clients and partners.
• Takes an active role in recruitment, hiring, interviewing, training, coaching, development and performance management of staff.
• Participates in cross-departmental collaboration in support of launches, program expansions, and other internal or client-facing initiatives to meet departmental objectives and metrics.
• Assist in the development and implementation of policies and procedures for new and existing programs.
• Collaborate with management to support the department’s strategic direction, execute and implement newly defined processes to support new and existing customers. Provide support for complex or escalated cases with clients, HCPs, patients, and ancillary providers as needed.
• Provide general leadership and management of a team working remotely in all time zones to maintain productivity of employees.
• Monitor the progress of program projects. Develop strategies to identify and mitigate potential risks.
• Lead meetings and provide regular updates to team reports, senior leadership, and project managers to keep them informed of program and project updates.
• Ensure staffing needs are met and maintain responsibility for problem solving staffing needs.
• Ensure program projects comply with company policies, procedures, and regulatory requirements.
• Monitor metrics and milestones to chart progress against expectations and accountabilities.
• Drive continuous improvement in project management methodologies, tools, and processes to ensure that projects are completed on time, within budget, and to the satisfaction of stakeholders.
• Manages team time keeping, PTO requests, and timecard approvals.
• Participate in on-going training to expand and develop professional skills.
• Perform other duties as necessary for the program, or as assigned.

Skills / Requirements

• Previous experience in people management and in leading remote teams is preferred.
• Excellent follow-through with solid levels of determination and tenacity.
• Excellent written and verbal communication skills.
• Embraces ambiguity and change, helping the workgroup adapt and remain productive.
• Challenges others to develop breakthrough solutions.
• Manages crises and volatile situations effectively.
• Mentors and empowers team members to efficiently address hurdles.
• Facilitates effective collaboration among coworkers and external partners across a distributed and remote landscape.
• Holds self and team accountable for outcomes (e.g., achieving goals and complying with policies and procedures).
• Ability to work independently without continuous supervision.