• Understands client objectives and incorporates objectives into program service goals
• Ensures that PharmaCord executes program services in compliance with contracted service level
• Accountable for management of client service request queue (Both completion and work in progress)
• Responsible for the implementation and on-going management of client-specific business rules
• Proactively identifies opportunities for program improvements in scope of service and/or efficiency in the delivery of service
• Evaluates data and providing actionable insights that drive the Program forward consistent with client objectives

• Monitors and provides weekly updates on items impacting program financial forecast
• Prepares activity summary for the development and review of client monthly invoices

• Identifies talent for open positions including development of internal candidates to prepare for promotional opportunities
• Partners with HR to ensure program staffing levels are achieved at all times
• Works proactively with Human Resources to develop a steady pipeline of candidates
• Drives training, development and retention of team

• Prepares, reviews, analyzes client specific operational results
• Primary responsibility for the preparation of client business review meetings with operational metrics and data insights
• Point of contact for program/operational queries and issue resolution
• Assures client reporting of Adverse Events/ Product Complaint received are reported in accordance with client work instructions

This job might be for you if you:

• Demonstrate critical thinking and complex problem-solving skills while managing operational challenges
• Able to engage and motivate a team by working with them directly or through the Program Supervisors (if applicable)
• You are tech savvy meaning you have exceptional ability to understand complex platforms, data and technical language
• You are analytical and you find joy in drawing actionable insights from program data and analytics
• You take initiative and show commitment to team and organizational goals
• You are in tune with your emotional intelligence (ability to recognize emotions and their effects)
• Able to manage disruptive impulses and handle potentially stressful interactions
• Able to manage a large team that may include multiple Supervisors
• You are a skilled multi-tasker where you can successfully manage multiple competing priorities
• Accepts accountability for personal and team performance; acts with integrity
• Adaptable and handles change with flexibility
• Innovative and open to innovative ideas
• Achievement driven; constantly striving to improve or to meet a standard of excellence
• Communicate clearly and articulately
• A positive attitude!

Requirements:

• 7+ years of experience in the healthcare industry is required
• Bachelor’s degree is required; Master’s degree is preferred
• Previous personnel/team management experience is required, experience managing managers is a plus
• Knowledge of the specialty drug product marketplace, health insurance claims processing, and commercialization of products and working with manufacturers is a plus
• Previous experience leading customer service teams is a plus
• Bi-lingual in English and Spanish or Chinese/Mandarin is a plus
• All employees working onsite in a PharmaCord facility are strongly encouraged to be vaccinated against COVID-19
• We are located in the River Ridge Commerce Center at 150 Hilton Drive, Jeffersonville, IN. You must be willing to work in this location; PharmaCord does reimburse for tolls if applicable, at the frequent user rate. This rate is applied after 40 trips per month (valued at $624.00 per year)

Physical Demands, Work Schedule & Environment:

• While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to sit, use hands to type, handle or feel; and reach with hands and arms. The ability to type 35 WPM with 97% accuracy is required.
• Specific vision abilities required by this job include close vision requirements due to computer work. Light to moderate lifting may be required.
• Regular, predictable attendance is required; including quarter-driven hours as business demands dictate.
• This is an office-based position, the ability to sit for extended periods of time is necessary.
• Although very minimal, flexibility to travel as needed is preferred.
• This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, etc.
• Due to investment in program specific training, candidates are expected to maintain role for a minimum of 1 year, especially within a client-facing role, prior to being considered eligible for lateral or promotion level move. PharmaCord is committed to creating a strong company culture that values collaboration, employee development, and promotion from within. Exceptions will be reviewed on a case-by-case basis to assess business need and service impact.

Once you land this position, you’ll get to enjoy:

• Company paid Short-term Disability (STD)
• Increased competitive 401(k) company match up to 4%
• Affordable Medical, Dental, and Vision benefits - PharmaCord covers 75% of Medical Premiums for our employees
  • PharmaCord has not increased healthcare premiums in the past 4 years
  • NEW! Concierge Medical Clinic free of cost for those enrolled in a PharmaCord medical plan (including dependents)
  • Wellness discounts of up to $260 per year for participation in wellness program
• Annual HSA employer contribution
• Company paid and voluntary Life Insurance options
• Voluntary Life, AD&D and Long-Term Disability Insurances
• Paid Parental Leave of Absence
• Wellness and Employee Assistance Programs
• PTO benefits, flex days and paid holidays
• Employee Referral Program
• Ambassador Program
• Tuition reimbursement program up to $5,000 per year

• Bonuses after the training period
• Competitive starting pay rates
• Yearly merit increases
• Toll reimbursement program (valued at $624.00 per year)
• Hybrid opportunities after 6 months (or sooner once proficiency in role is demonstrated)
• Multiple shift options between 8 AM and 11 PM Monday - Friday

• Working for PharmaCord - voted Best Places to Work in Kentucky for 2019 and 2021
• Work for a company that values diversity and makes deliberate efforts to create in inclusive workplace
• Opportunities for advancement with a company that supports personal and professional growth
  • PharmaCord has doubled in size over the last few years and expects to be over 1000 employees by the end of 2023 giving current employees first access to promotional opportunities
• A challenging, stimulating work environment that encourages new ideas
• Exposure to many learning and development opportunities
• Playing a crucial part in the lives of our patients, physicians, and pharmacies by enhancing the patient services experience
• Our new state of the art Headquarters building offering many amenities including collaborations spaces, outdoor dining, walking path, marketplace café, and more!