Director of Client Services Program Operations

The Director of Client Services Program Operations works with Executive Management team to effectively report manage and operate Manufacturer programs. Collaborates with Chief Commercial Officer and Vice President of Program Operations to understand the company’s short term and long term goals of growth and development in order to foster relationships between manufacturers and AllCare Plus Pharmacy. This is a supervisory role with responsibility to direct reports.

The information contained herein is intended to be an accurate reflection of the duties and responsibilities of the individuals assigned to this position. They are not intended to be an exhaustive list of the skills and abilities required to do the job. AllCare Plus Pharmacy reserves the right to revise the job or to require that other or different tasks be performed as assigned.

Primary Responsibilities:

1. Responsible for manufacturer program operations and client relationship

2. Supervise and coordinate daily workflow with program director, managers and care managers

3. Understand and coordinate all financial assistance program requirements with appropriate departments

4. Examine metrics and reporting daily for all program activity

5. Facilitate data requirements between clients and third parties

6. Facilitate communication and collaboration for all program changes and updates between all departments

7. Responsible for program specific SOP management and documentation processes

8. Assist with program change requests for CRM updates

9. Present on demand data to Executive Team as requested

10. Demonstrate a high aptitude for learning about the specialty pharmacy healthcare environment

11. Establish and maintain effective working relationships with all company support departments

12. Provide communication and follow up to ensure staff are fully informed of all new information related to products, procedures, customer needs and company related issues, changes or actions

Required Qualifications:

1. Bachelor’s Degree (Master’s Degree Preferred)

2. 5-10 years’ prior relevant work experience

3. High regard for service, be very personable and compassionate

4. Possess a good understanding of the Specialty Pharmacy industry and its integration with manufacturers and payors

5. Ability to work in a fast paced, ever-changing environment

6. Ability to manage and track data for a sophisticated and often complex sales process

Professional Competencies:

1. Business Skills and Knowledge

· General Management

Demonstrate analytic and problem solving skills, and understand the impact of individual

decisions on other parts of the organization and the environment.

· Financial management

Understanding of financial analysis, reimbursement techniques and strategies, and

financial outcome measures. Application of financial analysis and planning to achieve

organizational objectives.

· Human resource management

Understanding of the rights and protection of employees, effective workforce planning,

and performance management.

· Organizational dynamics and governance

An understanding of governance structures and the ability to foster trust and effectively

support governance systems and achieve organizational goals.

· Strategic planning and marketing

Setting organizational direction and strategies based on an understanding of the market

and market forces, and communicating an organization’s capabilities and strengths to

consumers.

· Information management

An understanding of how technology can be used to promote managerial and clinical

efficiency and improve health care delivery. The ability to effectively manage

information resources and plan for future needs.

· Risk management

Knowledge of liability and compliance regulation, the ability to employ strategies to

mitigate risk, avoid malpractice and plan for disasters.

· Quality improvement

Application of techniques that continually improve the quality of care provided, patient

safety, organizational performance, and the financial health of the organization.

2. Knowledge of the Health Care Environment

· Health Care Systems and Organizations

Demonstrate an understanding of how the various components of the health care

system is organized and financed, and how they interact to deliver medical and health

care.

· Health Care Personnel

Understand the professional roles, responsibilities, and values of the range of health

care professionals in order to foster effective relationships and promote an optimal care

environment.

· The Patient’s Perspective

Understand the patient experience, demonstrate a commitment to patients’ rights and

responsibilities, and ensure that the organization provides a safe environment for

patients and their families.

· The Community and the Environment

Monitor trends in the local and national environment to the delivery of care,

demonstrate a familiarity with the regulations impacting health care delivery, and

understand the impact of public policy decisions on cost, quality and access to care

3. Communication and Relationship Management

· Relationship Management

The ability to build and maintain relationships with internal as well as external

stakeholders that are anchored in trust and where decision-making is shared.

· Communication Skills

Be able to utilize verbal, written and presentation skills to communicate an

organization’s mission, vision, values and priorities to diverse audiences.

· Facilitation and Negotiation

The ability to move a group toward a conclusion, guiding the group collectively through

substantive discussion, compromise and consensus.

4. Leadership

· Leadership Skills and Behavior

The ability to exercise appropriate leadership styles and behavior, employ critical thinking skills, and advocate for the organization and its values in the community and public policy arena.

· Organizational Climate and Culture

Foster a culture that values diversity, promotes teamwork, and engenders a commitment to the purpose and values of the organization.

· Communicating Vision

Establish and communicate a compelling vision for the organization that guides strategy formulation and direction.

· Managing Change

Be able to promote organizational development and continuous improvement, and use systems thinking to enact change in complex organizations.

5. Professionalism

· Personal and Professional Accountability

Practice and advocate ethical decision-making and actions, promote patients’ rights and responsibilities, effectively manage stress and personal resources, and act in accord with professional roles and norms.

· Professional Development and Lifelong Learning

Participate in proactive career planning and continually update professional knowledge.

· Contributions to the Community and Profession

Mentor or coach others in the workplace, provide service to the community that improves community health status and standards of care, and adds to the professional body of knowledge by teaching, research or other means.

IQVIA is a leading global provider of clinical research services, commercial insights and healthcare intelligence to the life sciences and healthcare industries. We create intelligent connections to accelerate the development and commercialization of innovative medical treatments to help improve patient outcomes and population health worldwide. Learn more at https://jobs.iqvia.com

IQVIA is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other status protected by applicable law. https://jobs.iqvia.com/eoe

IQVIA is committed to integrity in our hiring process and maintains a zero tolerance policy for candidate fraud. All information and credentials submitted in your application must be truthful and complete. Any false statements, misrepresentations, or material omissions during the recruitment process will result in immediate disqualification of your application, or termination of employment if discovered later, in accordance with applicable law. We appreciate your honesty and professionalism.