Senior Manager, Patient Support (2026-8066) Remote (United States)

S27a; Northern (KY); Hybrid; USD 80,000 - 100,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Retirement plan

Paid time off

Paid parental leave

Employee assistance programs

Job summary

CareTria in Kentucky seeks a Sr. Manager, Patient Support to oversee day-to-day operations of assigned programs, ensuring workflow, patient experience, and appropriate staffing. This role partners with Pharmacy Leadership to execute operational strategy and maintain high service levels.

You’ll lead Supervisors and Team Leads, monitor KPIs, drive process improvements, coordinate staffing with HR, and coach staff on quality, compliance, and patient confidentiality to deliver exceptional care.

Qualifications

• Bachelor's Degree and 3+ years related experience or equivalent.
• 5+ years in a contact center/pharmacy/healthcare environment.
• 5+ years supervisory experience.

Responsibilities

• Execute day-to-day operations for assigned program(s) focusing on workflow and patient experience.
• Oversee staffing to meet financial objectives and ensure proper deployment.
• Direct oversight of Supervisors and Team Leads.
• Update Pharmacy Leadership and client services on activities and metrics.
• Ensure SLAs are achieved and drive staffing planning with HR.
• Identify problems, propose solutions, and drive process improvements.
• Monitor KPIs to achieve business objectives and improve performance.
• Regularly meet with staff and Pharmacy Leadership to set goals and review procedures.
• Collaborate with IT to identify productivity improvements and cost savings.
• Maintain patient confidentiality and establish duties and responsibilities.
• Lead development of end-to-end business processes and succession planning.

Skills

Excellent communication

Interpersonal skills

Organization skills

Analytical thinking

Microsoft Office

Project management

Change management

Leadership

Process improvement

Education

Bachelor's Degree

Tools

Microsoft Office

Visio

PowerPoint

Outlook

Job description

The Sr. Manager, Patient Support supports Pharmacy Leadership through the execution of the assigned program(s). The Sr. Manager, Patient Services provides oversight and assistance to the supervisor in the areas of daily work distribution, quality monitoring and auditing, program and system documentation development and training, client interaction on processes, program performance and feedback on staff performance.

Additional responsibilities include strategic planning and execution of all call center operations. Management and leadership of processes for the continuous improvement of customer experience. Tactical emphasis is on patient care, quality management, workforce planning, recruiting, coaching, and training. Performance metrics include call efficiency, low abandonment rate, acceptable turnover, and financial performance. A commitment to excellence is demonstrated through continuous staff development programs enhancing employee engagement, service, knowledge, skills, and morale.

The Sr. Manager’s success is measured by the organization’s ability to provide high quality services while meeting Service Level Agreements (SLA), improving call performance, increased use of resources and adaptation of new proven technologies to increase efficiency, and achievement of metrics.

KEY RESPONSIBILITIES:

• Execute day-to-day operations specific to the assigned program(s) as they pertain to workflow, patient experience, personnel management, and operational strategy

• Responsible for overall management of assigned operations to include proper staffing levels are effectively deployed to meet financial objectives

• Direct oversight of Supervisors and Team Leads within assigned program(s)

• Keep Pharmacy Leadership and client services liaison updated on all activities, metrics, and issues

• Ensure that established SLAs are achieved.

• Conduct effective resource planning working closely with HR to ensure staffing needs are maintained; interview using established Knipper Heath interviewing best practices

• Identify and communicate problems in process or program(s) and recommend solutions.

• Identify and drive process improvements to improve efficiencies and overall patient experience

• Monitor Key Performance Indicators (KPIs) – Identify, track and utilize KPIs to achieve business objectives and drive continuous process improvement.

• Meet regularly with staff and Pharmacy Leadership to identify & resolve issues, establish goals and objectives, and review operative procedures

• Work closely with other Pharmacy Leadership (and IT as needed) to identify productivity enhancements and cost savings measures through the use of technology

• Develop and maintain effective organization of responsibility, including efficient recruiting, training, coaching, recognition, workflow patterns, performance standards, delineation of duties and responsibilities, staffing levels and supervision

• Evaluate effectiveness of current SOPs, Work Instructions (WI) and other work practice documents and recommend changes where necessary.

• Operate as subject matter expert for the program operations, disease state, if applicable with a strong focus on the patient experience.

• Handle escalated inquires for patient/HCP issue resolution

• Monitor competitive landscape and identify key trends that impact the overall program performance and client satisfaction and generate appropriate reports.

• In addition to providing leadership to assigned team, work with Pharmacy Leadership to actively engage and support the development of the broader Management team to ensure optimal performance and succession planning

• Maintain patient confidentiality at all times.

The above duties are meant to be representative of the position and not all-inclusive.

MINIMUM JOB REQUIREMENTS:

• Bachelor's Degree with three (3) or more years related experience or equivalent combination of education and experience

• Five (5) years or more of work experience in a contact center, pharmacy, managed care, Medicaid and/or Medicare organizations, pharmaceutical and/or biotech manufacturer, insurance, medical office, or related field

• Five (5) years or more of supervisory experience

• Experience with HIPAA, PDMA, cGMP adverse events

PREFERRED EDUCATION AND EXPERIENCE:

• Specialty pharmacy experience

• Supervisory experience in a call center environment

• Project management experience

• Bi-lingual, English and Spanish

KNOWLEDGE, SKILLS & ABILITIES:

• Excellent verbal and written communication skills

• Excellent interpersonal skills

• Excellent organization skills and detail oriented

• Excellent critical, analytical and complex problem-solving skills

• Advanced computer skills to include Microsoft Office (Word, Excel, Visio, PowerPoint and Outlook)

• Ability to balance multiple priorities to meet expected response deadlines

• Ability to establish and maintain effective working relationships with key stakeholders and diverse work groups

• Proven track record of developing collaborative working partnerships with other departments and leaders to successfully achieve goals and develop strong end-to-end business processes.

• Strong financial and analytical skills – ability to manage cost, identify drivers of lower-than-expected performance, and drive performance improvements.

• Possess strong organizational and planning skills to include demonstrated project management, change management, and execution skills along with operational creativity.

• Ability to adapt quickly to changing environment

• Demonstrated leadership skills in successfully managing teams and collaborating

• Demonstrated ability to influence, direct and guide a team

• Demonstrated orientation to process improvement

PHYSICAL DEMANDS:

• Location of job activities 100% inside

• Extensive manual dexterity (keyboarding, mouse, phone)

• Use of phone for communication

• Noise and/or vibrations exposure

• Frequently reach (overhead), handle, and feel with hands and arms

• Sit for prolonged periods of time

• Occasionally stoop, kneel, and crouch

• Occasionally lift, carry, and move up to 25 pounds

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The expected base pay range for this position is $80,000–$100,000 per year. The actual compensation for the position may vary based on market differences and on factors such as skills, experience, qualifications and can vary based on location and/or work schedule. In addition to base pay, CareTria offers a comprehensive benefits package. Full-Time benefits include access to health, dental, and vision insurance; retirement plan options; paid time off; paid parental leave; employee assistance programs; and other perks. Eligible employees may also have access to performance bonuses.

CareTria is an Equal Opportunity Employer.