Clinical Program Manager

Outcomes®; United States; Remote; USD 122,000 - 152,000; Full time

Job summary

An established industry player is seeking a Clinical Program Manager to lead clinical teams and enhance patient interactions. In this pivotal role, you will oversee the execution of clinical programs, ensuring compliance and client satisfaction while fostering a high-performance culture. Your leadership will drive engagement and operational excellence, with a focus on innovative workflow design and effective training. This is an exciting opportunity to make a significant impact in a dynamic healthcare environment, where your contributions will be valued and recognized.

Benefits

Medical, Dental and Vision Plans

Voluntary Benefits

HSA & FSA

Fertility & Family Planning Benefits

Adoption Assistance Program

Employee Resource Groups

Flex PTO

11 Paid Holidays

Corporate Wellness Program

401k Employer Match

Qualifications

• 8+ years of experience with 5 years in leadership roles.
• Current pharmacy license required.

Responsibilities

• Lead clinical program teams and manage call center operations.
• Conduct quality audits and ensure compliance with regulations.

Skills

Leadership

Time Management

Clinical Therapeutic Skills

Communication Skills

Microsoft Office Suite

Education

BS in Pharmacy

PharmD

Tools

Microsoft Excel

Project Tracking Tools

Job description

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The Clinical Program Manager is responsible for leading clinical program teams consisting of supervisors, clinical associates and non-clinical associates. This role facilitates the execution of customized clinical programs with efficient workflows, high-quality patient interactions, compliance with all regulatory and contractual requirements and an emphasis on client satisfaction. This role will focus on providing leadership, training, and performance management to drive engagement and contribute to the overall success of clinical program(s).

ESSENTIAL DUTIES & RESPONSIBILITIES

Operational Oversight & Execution of Outcomes Business Objectives

• Manage day-to-day clinical call center operations to support supervisors and Clinical Services associates and to meet performance goals and business objectives
• Manage clinical program operations including the development and maintenance of policies, procedures, training materials and rubrics to improve work processes, labor efficiency, patient satisfaction, and business performance
• Generate, collect, monitor, analyze, and report on operational metrics
• Collaborate with Clinical Services leadership and leadership across Outcomes to meet business objectives through clinical workflow design and management, clinical content review, development of training materials, testing, evaluation of new programs(s), continual workflow innovation and support, etc.
• Conduct clinical program quality audits and ensure services are delivered in compliance with all regulatory requirements and associates operate within guidelines and meet requirements
• Collaborate with the workforce management team to create schedules, balance labor capacity with service volume, forecast short- and long-term workload demand and maximize existing resources while balancing associate engagement
• Manage quality audits, grievances, escalated patient concerns, and client requests
• Oversee staffing processes, including hiring, performance evaluations, improvement plans and terminations
• Support client and vendor relationships, as necessary
• Participate in the development and execution of long-term strategies for call center growth and success
• Establish, monitor and report on performance metrics, including KPIs, SLAs, and other goals, ensuring they are met or exceeded

Lead and Develop Associates

• Supervise clinical associates, frontline supervisors, and non-clinical associates (e.g., call center reps)
• Build an inclusive and supportive environment that promotes associate satisfaction and retention
• Foster a high-performance culture by coaching, mentoring, and developing team members
• Create agendas, facilitate, and lead team meetings to discuss performance, significant developments, upcoming trainings/events, and staffing
• Ensure team alignment on new policies and procedures
• Conduct performance appraisals, as well as goal setting and development conversations. Manage performance concerns as needed
• Support clinical program training of new team members, this may include training on workflows and business applications
• Review and approve payroll. Monitor attendance. Manage employee leaves of absence, FMLA, call offs, etc. Coordinate with workforce management regarding associate time-off, creation of associates schedules, staffing requirements, etc.

Direct Patient Care (staffing)

• Perform the essential functions of a Clinical MTM Pharmacist as outlined in the job description (up to 10% if needed)
• Participate in Clinical Services’ strategic plan development and execution of assigned goals
• Promote a mission-driven team culture, actively demonstrating accountability, empathy, integrity, opportunity and unity
• Perform other duties as assigned
• Meet performance expectations set forth by leadership
• Comply with the Outcomes Telecommuter Policy and other specific policies and procedures

KNOWLEDGE & REQUIREMENTS

In addition to the Knowledge and Requirements of a Clinical MTM Pharmacist,

Required:

• Ability to lead in a diverse, fast-paced, ever-changing environment
• Work style that assigns a sense of urgency, with emphasis on the importance of timeliness, accuracy and accountability
• Maintain a level of persistence and follow-up to ensure team is fully supported
• Excellent time management skills (prioritizing and follow-up)
• Strong written and verbal communications skills; ability to collaborate with all levels in the business unit and other business unit leaders.
• Strong clinical therapeutic skills and demonstration of knowledge of appropriate medication dosing and adherence strategies in geriatric and adult populations
• Knowledge and understanding of the 5 Core Elements of MTM Services, CMS guidelines, and quality measures
• Strong understanding of HIPAA
• Robust clinical knowledge and familiarity with key medication-related problems that contribute to poor health outcomes
• Proficient in Microsoft office suite, emphasis Excel

EDUCATION & EXPERIENCE REQUIREMENTS

• Minimum years of work experience: 8 years with 5 years of supervisor/leadership experience
• Minimum level of education or education/experience: BS in pharmacy or PharmD

Required

• Current, active license to practice pharmacy in home state
• 5+ years of pharmacy operations experience required; MTM services leadership preferred
• Prior clinical pharmacy experience in ambulatory, outpatient/retail setting or remote provision of MTM services
• Completion of an MTM certificate course
• Proficiency in MS Office Suite (e.g., Excel, Outlook, PowerPoint, etc.) and Product/Project tracking tools

PHYSICAL REQUIREMENTS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

• Frequent sitting in stationary position at a desk
• Occasional twisting of body
• Occasional reaching by extending hands and arms in any direction
• Occasional lifting, pulling, or pushing

What’s In It For You?

• Medical, Dental and Vision Plans
• Voluntary Benefits
• HSA & FSA
• Fertility & Family Planning Benefits
• Adoption Assistance Program
• Employee Resource Groups
• Flex PTO for Exempt Associates & up to 15 PTO days in first year of employment for non-exempt associates
• 11 Paid Holidays
• Corporate Wellness Program
• 401k Employer Match & Roth Option Available – immediate eligibility

The base salary range for this position is $122,180 - $152,000 The actual base pay offered will consider candidate’s geographic location, job related knowledge, experience, and skill amongst other potential factors. There may be a bonus or commission, and/or a long-term incentive that will be provided as part of the compensation package, along with medical, financial and/or other benefits, depending on the level and position offered.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Management

• Industries

  Hospitals and Health Care

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