Operations Manager (Remote) Jobs

As the Operational Manager you will be responsible for oversight of shared services within the program and evaluating existing processes and developing improvement plans for all assigned areas. In this position you will leverage relationships with key internal team members such as functional leads, associate directors and the quality team to develop and execute the vision to achieve best in class patient and provider experience. Activities of the Operational Manager include: leading a team to create visibility into key processes; developing improvement plans for assigned areas; supporting the implementation of improvement initiatives; continuously measuring and monitoring processes, risks and controls; participating in organizational activities to meet or exceed client objectives.
Responsibilities

• Classify risks and opportunities associated with redesign/improvement decisions; while ensuring alignment with Program vision
• Collaborating with franchise area leadership and process owners to review and discuss process issues; identify primary risks, risk appetite and controls used to proactively manage risk
• Administer scheduling systems; communicate job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures
• Identify and evaluate state-of-the-art technologies; define user requirements; establish productivity, quality, and customer-service standards;
• Lead the vision for the Operations Excellence team and drive assigned performance responsibilities of team through supervisors
• Coordinate with business, technical, program operations, and leadership teams to develop program operational SOPs and improve documentation
• Monitor and report on program statistics and metrics identifying process inefficiencies and influence internal partners through fact-based recommendations to management on process improvements
• Escalate issues that put the program’s course in jeopardy of not delivering to contracted standards
• Protect and promote the Program brand by ensuring adherence to program policies and compliance, brand, and verbal standards
• Maintains professional and technical knowledge by tracking emerging trends in areas of oversight
• Develop and maintain strong working relationships and strategic partnerships with key program and internal stakeholders to maximize program effectiveness and influence
• Accomplishes human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees

Qualifications

• Strong analytical and problem solving skills
• Strong communication skills, written and verbal are essential
• 5 - 8 years of experience working in Call Center operations in a Pharmaceutical or medical industry
• Demonstrated successful leadership experience
• Experience reporting on performance metrics and communicating trends to clients
• Excellent PC skills including Microsoft Office and Internet experience; excellent verbal and written communication and presentation skills
• Bachelor’s degree in relevant discipline or equivalent work experience

Why Work for Trialcard?

• 8 Holidays + 2 Floating Days
• Diversity, Equity, and Inclusion is paramount to our culture and success. Our dedication to DE&I is both organic and intentional.
• This is not an exhaustive list of benefits.
• Gym Reimbursement
• We monitor the market to ensure we offer competitive salaries and benefits.
• We employ the best Talent and Tools from the Patient Access Industry (We are the Industry Leader)
• Our Mission is rewarding and fulfilling (Patient Access to Life-Saving/Improving/Extending Medications/Treatments)
• 401K w/ 5% matching; day-1 vestment period
• Health/Dental/Vision/Life; Coverage day-1
• 15 days PTO
• Benefits are subject to change
• Volunteer Hours
• Some positions require onsite presence and/or structured hours/shifts
• Flexibility/Hybrid/Remote**