About the Role
Title: Nurse Program Manager
Job Description:
The Nurse Program Manager plays a pivotal role in optimizing the operational performance of the Nurse Advocate Team. As a Nurse Program Manager, you’ll have the opportunity to make a difference in the lives of our patients each day as they look to you as part of their dedicated support team for helping them navigate the tricky process to getting access to their complex medication. You will provide leadership to a team who will compassionately deliver an exceptional experience to many patients per day. You will also provide consultation to our clients as the program knowledge expert as you look for aways to optimize the impact of the program for continued patient support.
A typical day in the life of a Nurse Program Manager will include but not be limited to the following:
The Nurse Program Manager responsibilities include, but are not limited to the following:
Operational Program Management
- 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
- Effectively collaborates with internal and external partners to identify and remove non-clinical barriers for patients.
Financial
- Monitors and provides weekly updates on items impacting program financial forecast
- Prepares activity summary for the development and review of client monthly invoices
Team selection, hiring, training and development
- 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
- Provides targeted coaching to enhance agent performance and behaviors, as well as drive efficiencies by implementing strategies for improved performance and agent development.
- Act as an SME and resource to patient navigators, assisting in their training, and serving as primary resource for all Operational process related issues
Client support
- 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
- All other duties as assigned
This job might be for you if you:
The candidate must possess the following personal attributes:
- Demonstrate critical thinking and complex problem-solving skills while managing operational challenges
- Are able to engage and motivate a team by working with them directly or through the Program Supervisors (if applicable)
- Are tech savvy meaning you have exceptional ability to understand complex platforms, data
- and technical language
- Are analytical and you find joy in drawing actionable insights from program data and
- analytics
- Take initiative and show commitment to team and organizational goals
- Are in tune with your emotional intelligence (ability to recognize emotions and their effects)
- Are able to manage disruptive impulses and handle potentially stressful interactions
- Can manage a large team that may include multiple Supervisors
- Are a skilled multi-tasker where you can successfully manage multiple competing priorities
- Accept accountability for personal and team performance, act with integrity
- Are adaptable and can handle change with flexibility
- Innovative and open to innovative ideas
- Are achievement driven; constantly striving to improve or to meet a standard of excellence
- Communicate clearly and articulately
- Have a positive attitude!
Education & Experience:
- Licensed Registered Nurse
- 2-3 years nursing with experience in rare disease, neurology and/or oncology preferred
- 5+ years of experience in the healthcare industry is required
- Bachelor’s degree required; Master’s degree is preferred
- Nurse line triage, Call Center Utilization Management, Call Center Case Management a plus
- Case management or Clinical Trial Nurse experience, a plus
- Previous personnel/team management experience is required, experience managing managers is a plus
- Experience working for a pharmaceutical manufacturer, Biotech company, or hub service provider is a must
- 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 is a plus
- We are located in Jeffersonville, IN. Flexibility to travel to this location as needed is required; PharmaCord does reimburse for tolls if applicable, at the frequent user rate. This rate is applied after 40 trips per month (valued at $678.60 per year)
Physical Demands & Work Environment:
- While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to sit for long periods of time, use hands to type, handle or feel; and reach with hands and arms. Must be able to type 35 WPM with 97% accuracy.
- 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.