Manager - Patient Services

Our team members are at the heart of everything we do. At Cencora, we are united in our responsibility to create healthier futures, and every person here is essential to us being able to deliver on that purpose. If you want to make a difference at the center of health, come join our innovative company and help us improve the lives of people and animals everywhere. Apply today!

Job Details

Summary:

Under the general direction of a Senior Manager or Director, the Manager, Patient Services is responsible for the administration and management of an operational program. Primary focus is on managing the program team members to ensure successful delivery of services. This includes managing a team of associates, recruiting & selecting talent, managing and driving performance, establishing performance goals and expectations, ensuring adherence to compliance requirements, client issue resolution, and the management of overall operations.

Primary Duties and Responsibilities:

• Ensure program is operating according to contractual obligation by providing day-to-day guidance to team members, monitoring compliance to program policies and procedures and turn-around times, and ensuring adherence to quality expectations 

• Develop and leverage incentive plans and engagement activities to drive performance and morale on the team 

• Managing the program team members to ensure successful delivery of services 

• Develop daily work schedules and monitor attendance, PTO, etc. 

• Monitor individual productivity and address any performance concerns with coaching and/or other actions 

• Ensure team compliance including training completion, adherence to policies, and privacy incident reporting 

• Conduct both formal and informal feedback discussions with associates to include yearly performance reviews and regular one-on-one discussions to ensure appropriate coaching and support 

• Quality Management (addressing critically missed elements/low scoring calls, call and case review 3 monthly) 

• Risk and compliance Management (training completion and adherence to CAPA/privacy incident reporting) 

• Drive program performance by establishing performance metrics & goals; provide ongoing coaching and feedback to reinforce and address performance  

• Assess team members for potential, strengths and development needs and conduct career development discussions to grow the talent pipeline 

• Analyze quality and performance reports for trends, make process improvements, provide coaching or retraining where needed 

• Drive onboarding process for the team by monitoring staffing levels, posting roles, interviewing and selecting talent for the team 

• Translate and oversee organizational strategies for assigned goals 

• Design training for team; seek ways to improve training/onboarding process; develop tools & resources; identify mentors for new hires;  

• Investigate and partner with HR in the resolution of associate issues 

• Proactively identifying program issues & making recommendations on potential solutions 

• May participate on client conference calls, attend client meetings, or quarterly business reviews 

• Analyze quality, performance or other program reports for trends, make process improvements, and provide coaching where needed 

• May collaborate across various groups (i.e. IT, PMO, NBD) on program projects, new service line implementations, database updates, UAT 

• Manage & administer program policies & procedures  

• Disseminate information to the team through various channels: hold regular team meetings, draft written correspondence, etc.  

• Collaborate with Compliance team on program audits, address audits findings and implement corrective action  

• May require periodic travel to sites or client related meetings 

• Program subject matter expert 

• Performs related duties as assigned 

Required Skills and Qualifications:  

• Requires broad training in fields such as business or healthcare administration, accountancy, sales, marketing, computer sciences, social work or other vocations generally obtained through completion of a four year bachelor's degree program or clinical studies such as nursing, pharmacy and other clinical roles

• Normally requires a minimum of three (3) + years of progressively related responsibility 

• General knowledge of reimbursement and patient assistance programs, database elements and functionality; operational policies and processes, particularly distribution processes / interfaces is preferred 

• Ability to evaluate issues, make decisions and recommend possible solutions 

• Strong interpersonal and presentation skills  

• Strong organizational skills; attention to detail

• Ability to communicate effectively both orally and in writing  

• Proficient in Microsoft Office (Excel, Outlook, Word, PowerPoint)  

• The ability to manage multiple tasks along a parallel process  

• General understanding of health care payer research, healthcare policy and payer landscape preferred 

• Ability to resolve associate issues effectively and efficiently 

• Ability to identify issues and knows when to escalate 

What Cencora offers

We provide compensation, benefits, and resources that enable a highly inclusive culture and support our team members’ ability to live with purpose every day. In addition to traditional offerings like medical, dental, and vision care, we also provide a comprehensive suite of benefits that focus on the physical, emotional, financial, and social aspects of wellness. This encompasses support for working families, which may include backup dependent care, adoption assistance, infertility coverage, family building support, behavioral health solutions, paid parental leave, and paid caregiver leave. To encourage your personal growth, we also offer a variety of training programs, professional development resources, and opportunities to participate in mentorship programs, employee resource groups, volunteer activities, and much more. For details, visit https://www.virtualfairhub.com/cencora

Salary Range*

$86,500 - 123,860

*This Salary Range reflects a National Average for this job. The actual range may vary based on your locale. Ranges in Colorado/California/Washington/New York/Hawaii/Vermont/Minnesota/Massachusetts/Illinois State-specific locations may be up to 10% lower than the minimum salary range, and 12% higher than the maximum salary range.

Equal Employment Opportunity

Cencora is committed to providing equal employment opportunity without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, age, disability, veteran status or membership in any other class protected by federal, state or local law.

The company’s continued success depends on the full and effective utilization of qualified individuals. Therefore, harassment is prohibited and all matters related to recruiting, training, compensation, benefits, promotions and transfers comply with equal opportunity principles and are non-discriminatory.

Cencora is committed to providing reasonable accommodations to individuals with disabilities during the employment process which are consistent with legal requirements. If you wish to request an accommodation while seeking employment, please call 888.692.2272 or email hrsc@cencora.com. We will make accommodation determinations on a request-by-request basis. Messages and emails regarding anything other than accommodations requests will not be returned

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