[Hiring] Supervisor, Centralized Services @House Rx

Role Description

We're looking for a west coast Supervisor on our Centralized Services team to help us make specialty medications more accessible and affordable for patients.

As a people manager, this role will play a pivotal piece in ensuring a high functioning team is trained and developed for our customers. This role is critical to the clinical ops organization structure to maintain high team engagement and ensure a safe and productive work environment. This role will report to the Centralized Services leadership team and is critical to delivering exceptional outcomes to our patients and clinic partners. This role requires expertise in one or more centralized services functions (Scheduling, Prior Authorizations, Financial Assistance, Order Management) and a deep understanding of specialty pharmacy workflows. This is a people leader role so previous management experience is strongly preferred.

What You’ll Do

• Lead a team of Specialty Pharmacy Care Coordinators working west coast hours.
• Provide daily oversight of activities, ensuring team is engaged and consistently delivering exceptional patient care.
• Manage work queues and be a point of escalation for Centralized staff working west coast hours.
• Determine care coordinator deployment across teams, coordinating coverage and training to ensure continuity of service to all live clients.
• Partner with operations leadership on methodology to measure and encourage accountability and consistent execution on core care coordinator functions, including prior authorizations, financial assistance, and patient outreach.
• Focus on coaching, performance management, and professional development to deliver on our commitment to supporting individual growth.
• Provide subject matter expertise to clients on the implementation and ongoing operation of the dispensary operations.
• Develop and maintain internal processes for ongoing dispensary operations as well as a consistent workflow for flexible customer needs.
• Collaborate with training to ensure a productive employee experience in both training and retraining efforts.
• Support performance reviews and execution of performance improvement plans.
• Own scheduling, PTO coverage and expense reports for direct reports.
• Execute a consistent audit plan and measure improvements.
• Work alongside the operations and implementation team to ensure successful clinic launches as needed.
• Ensure key processes are in place before launch and assess for any areas of service failures.
• Support plans to increase productivity/performance of assigned team.
• Champion team morale.
• Lead 1:1s with team to identify professional development opportunities and support removing any blockers identified.
• Drive operational performance and reporting for the centralized services area you support - setting and helping team achieve productivity benchmarks and ensuring accountability across the team.

Qualifications

• Deep, hands-on experience managing specialty pharmacy workflow.
• Proven leader who earns credibility through expertise, not just title - your team looks to you as a resource and SME in the work they are doing.
• Knowledge of the importance of change management and empathy for those experiencing change.
• Experience managing people and high functioning teams.
• Enjoyment of learning new technologies and exposure to common pharmacy software systems (QS1, ComputerRx, PioneerRx, WAM, etc.).
• Bonus points for experience with EMR systems (EPIC, Cerner, NextGen, etc.) or specialty pharmacy systems (Therigy, Asembia1, ScriptMed, etc.).
• Creative problem solver interested in positively impacting each patient's pharmacy experience and each team member's employment experience.
• Thrives in a fast-paced, start-up environment and is energized by improving systems.
• Experience with specialty drug categories such as oncology, immunology, neurology, or rare disease and understanding of clinical nuances that drive outcomes.
• Data-driven problem solver who uses metrics to identify trends, prioritize work, and drive continuous improvement.

Benefits

• Generous PTO.
• Generous parental leave.
• Comprehensive healthcare, vision and dental benefits.
• Competitive salary and equity stake.