Director, Clinical Hub

PharMerica

The Director, Clinical Hub oversees PharMerica's Clinical Hub Center. Responsibilities include but are not limited to leading operational improvement projects within the Hub, programs such as RXAllow, and all clinical processes. The director handles all departmental Human Resources issues (i.e. hiring, training, disciplinary actions, etc.), implements improvements, and develops direct reports at the Billing Center.

Manages the day-to-day operations of the Clinical Hub
• Develops and coaches employees to maximize productivity while driving an engaging culture
• Develops and implements methods to monitor the company's execution of customer service quality
• Plans and executes training of Clinical Hub staff by sharing content knowledge and job shadowing
• Manages staff in receiving in/out bound telephone calls, providing the highest level of customer service, and meeting all metrics in quality and productivity to the level of performance expected by PharMerica
• Ensures customer issues are managed at the highest level of quality and integrity for the company
• Works with internal and external customers to bring assigned cases to complete resolution
• Provides hands-on support to the Client Management team in handling high level client issues and concerns
• Works with VP of Billing, Collections, and Third Party Ops in managing Clinical Hub team operating, wage, and related expenses to budget
• Performs other tasks as assigned, including special projects with mergers and acquisitions
• Conducts job responsibilities in accordance with the standards set out in the Company's Code of Business Conduct and Ethics, its policies and procedures, the Corporate Compliance Agreement, applicable federal and state laws, and applicable professional standards.
• To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Each essential function is required, although reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Bachelor's Degree in related field or equivalent experience required
• 5 years' experience in a health care business office environment or PBM/Claims Processing company
• Excellent oral and written communication skills
• Team leadership skills
• Must be capable and willing to train and/or mentor others
• 10-Key by touch, data entry, MS Excel and Word and basic computer knowledge, supervisory skills
• Skilled in communication, problem solving, attention to detail, and teamwork
• Desired: Sales experience; customer support role in a healthcare setting
• Desired: Knowledge of LTC pharmacy products/services; DME & medical supplies, price negotiating experience, basic computer skills, with willingness to develop as necessary