Manager of Program Operations

Company Overview

Senderra RX Pharmacy is dedicated to enhancing patient care through innovative pharmacy solutions. Our mission is to provide exceptional pharmaceutical services that improve medication management and support healthcare providers in delivering quality care.

Education / Licensing Requirements:

Bachelor’s Degree in Business preferred or relevant experience accepted.

Experience Requirements:Five years' experience in call center environment. Three or more years supervisory experience.

Position Overview:

This position manages a vital program services team, focusing on the operationalization of custom programs for patients and clients. The role includes overseeing a team of over 20 members, including 3-4 direct reports, and ensuring the accuracy, quality, and consistency of services within the call center that is dedicated to program services.Positions reporting to this position: Chief Clinical Officer Essential Skills/Experience

Strong written and verbal communication skills

Works well in team environment

Proven time management and organizational skills

Proven ability to prioritize and multi-task

Proven ability to problem solve

Characteristics

Self-directed

Flexible and proactive

Sense of urgency

Detail oriented; catches errors early

Ethical; respects confidentiality

Responsibilities:

· Team Management: Overseeing the performance and development of the program services team, including hiring, training, and monitoring the quality and quantity of team deliverables. Ensures the team operates in alignment with Senderra’s values.

· KPI Development: Creating and implementing key performance indicators specific to the team’s internal operations, measuring success, performance, workload, and quality.

· Training Enhancements: Working with dedicated trainers to ensure consistency and improvement in training programs. Continually developing and refining standard response materials, including call center scripts and other documentation.

· System and Process Improvement: Utilizing proprietary workflow systems to manage team functions, audit performance, and lead system enhancements. Conducts ongoing analysis and assessments for continuous systems and process improvements, efficiency gains, and enhanced customer service.

· Compliance: Adhering to organizational policies and procedures, ensuring team compliance with all relevant company policies and regulations.

· Escalation Pathways: Defining and ensuring the effectiveness of escalation pathways, identifying opportunities for improvement through standardization. Resolves escalated patients and provider concerns as needed.

· Leadership: Leading the development of best practices and benchmarks tailored to the program services call center. Maintains expertise in programs and services requirements.

· Partnership Values: Continuously evaluating and demonstrating the value generated by the team, aligned with Senderra’s commitment to adding value in partnerships.

· Data Analysis and Recommendations: Performing data analysis and developing summaries or recommendations on programs and projects, focusing on goals, volume, and staff scheduling.

· Cross-functional engagement: Meets with senior management and organizational stakeholders regularly to align objectives and assignments for the program services team.

· Other: Personally demonstrate, lead, and manage team members according to Senderra’s community values. Performs other duties as assigned

Working Conditions:

§ Fast-paced environment.

§ Requires normal vision (corrected) both close and distant.

§ Requires normal hearing levels (corrected).

§ Requires working at a desk to use a phone and computer for extended periods of time. Requires sitting, bending.

§ Works effectively with frequent interruptions.

§ Lifting requirements of 15 lbs. occasionally.

§ Minimal travel <5%.

Organizational Relationships:

Reports to the Chief Clinical Officer.

Job Type: Full-time

Pay: Up to $70,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

License/Certification:

• PMP (Preferred)

Ability to Commute:

• Flint, MI 48502 (Required)

Ability to Relocate:

• Flint, MI 48502: Relocate before starting work (Required)

Work Location: In person

Salary : $70,000