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Director, Patient Services - HubExpress

Job description

CoverMyMeds is searching for a Director of Patient Services. Reporting to the VP of Patient Services & Operations, the Director will strategically position the Patient Services organization to meet the rapid demands of our business.

 

What You'll Do

Our Patient Services team is our face on the front lines, a pivotal internal talent pool and in many ways, the heart and soul of CoverMyMeds. As we experience increased demand for new products and unprecedented headcount growth, you will be tasked with scaling this organization through innovation, efficiency and partnership while protecting its unique and special culture.

 

Responsibilities:

  • Develop the HubEx team to effectively service end-users and our unique partner ecosystem, including clearly defined objectives and business priorities
  • Build a scalable organizational model which integrates multiple disciplines (technology, product, analytics, relationship management, Patient Services) and effectively supports business needs while providing employees with opportunities for growth, development, experience and exposure.
  • Oversee a flexible and responsive capacity plan which considers volume fluctuations, seasonality and uneven client demand
  • Partner and collaborator with cross-functional teams to drive focus to program value and retention
  • Identify mutually beneficial partnership opportunities and act as liaison to internal/external stakeholders
  • Perform cost/benefit analysis for new practices and identify opportunities to increase stability through enhanced tools and systems
  • Seek out new approaches to maximize departmental efficiencies and empower and encourage employees to create innovative solutions and processes in a ‘play’ centric experimental environment
  • Develop and support standards to ensure quality encounters with customers and periodically assess departmental performance through various means
  • Analyze data and identify trends monthly to ensure expectations are met and communicate progress and plans through metrics and goal attainment
  • Ensure that relevant service level agreements (SLA) are met or exceeded
  • Keep abreast of new technology and service concepts
  • Contribute to annual company-wide strategic planning sessions and regular leadership meetings
  • Develop and maintain an in-depth knowledge of the company’s business and regulatory environments
  • Share your deep well of knowledge through coaching and mentoring of your team and partners within PS

 

About You

  • Success in this role will require a result-driven, strategic thinker who understands complex systems
  • Have presence to engage internal and external stakeholders and inspire large dynamic teams
  • You possess a Bachelor of Science in business, management, or related field. If you have an MBA or equivalent advanced degree, that’s a plus
  • You have 8+ years’ experience in Operations or Customer Service environment and 3-5 years of overall management experience
  • You are adept at forming and developing positive and fruitful relationships. You operate on multiple levels, from the associate to the C-Suite
  • You are a skilled communicator and active listener. You are clear, concise and empathetic. You ensure consistent messaging throughout your organization
  • You are an effective problem solver. You seek compromise and search for scenarios where everyone wins
  • You rally and inspire teams behind common goals your people understand how they contribute to the overall mission and vision of the company
  • You are an innovator, always looking for ways to improve the efficiency and performance of your team
  • You embrace change and resist the status quo
  • You recognize your success comes from developing leaders who develop more successful leaders
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