Director, Operations Excellence

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The Director, Operations Excellence will focus on project oversight, new business implementation/readiness, workforce management, and process optimization across all patient support programs.  This leader will be aligned with strategic pharmaceutical manufacturer partnerships across non-commercial (PAP) and commercial direct-to-patient (cash) models. The role will be responsible for driving process and technology updates in alignment with clients’ specific brand need.  The Director, Operations Excellence leads a team that is focused on executing the internal components and change management related to implementation of program CRMs, Portals, and other supporting technology and processes.  The role is instrumental in supporting strategic priorities: expanding digitally enabled hub services, delivering rapid therapy starts, and managing scalable, compliant patient support infrastructure.

Client and Program Oversight

• Drive operational excellence, optimize client relationships, and support operational management teams linking patients to complex therapies.
• Lead cross-functional teams focused on program implementation/delivery, process efficiency, and workforce management.
• Collaboration with cross-functional partners for assigned manufacturer accounts managing client relationships.
• Define and implement processes to support design and delivery projects to meet specific brand needs.  Applying knowledge of operational process, technology, patient needs, provider space and brand attributes to meet the client and business needs
• Develop and implement methodology to measure team effectiveness of business readiness to identify validated approaches.
• Communicate delivery strategy driving awareness within the organization to support mission and adoption of new processes, technology, efficiencies, etc.
• Evolve new launch implementation/delivery experience practice to optimize engagement within the organization, championing capabilities and utilization
• Foster environment where team members are engaged, motivated, and encouraged to grow professionally.
• Collaborate effectively with new business development, marketing, product, finance and client delivery

Cross-Functional Collaboration

• Serve as the operational liaison between pharmacy fulfillment, CRM platform developers, and data analytics teams to ensure cohesive program delivery.
• Interface with commercial development and contract management teams to ensure a smooth handoff from deal close to program go-live.
• Support integration of hub software, and other hub-enabling technologies into program operations to streamline order processing and reduce manual burden.

Strategic Leadership

• Contribute to long-term strategic planning by identifying service enhancements and white-label opportunities.
• Stay informed on policy shifts, digital hub innovations, and evolving patient access barriers that could impact program design.
• Identify partnership opportunities with vendors, digital health platforms, or data aggregators that could enhance the company’s overall value proposition.

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

• Bachelor’s degree and/or equivalent combination of education and required experience
• Advanced degree (MBA, MHA) preferred.

• 7+ years of progressive experience in patient services, specialty pharmacy, or hub program management.
• Prior experience in a leadership capacity with oversight of healthcare services and/or cross-functional teams.
• Deep understanding of patient support programs including service offerings of benefit verifications, prior authorization, PAP, copay support, REMS programs, and specialty patient care.  Intimate knowledge of the patient journey and factors that influence therapy access and adherence.
• Broad understanding of healthcare digital transformation drivers and patient engagement trends.
• Understanding of enabling capabilities utilized in patient services such as texting, portals, and real-time benefit verification.
• Ability to acquire new information and apply to operating model.
• Experience with process modeling tools (e.g. Visio)
• Familiarity with CRM systems (e.g., Salesforce), pharmacy management systems, and hub technology platforms.  Strong knowledge of computers to operate effectively with PowerPoint presentations, Microsoft Project, Excel spreadsheets and Microsoft Outlook.
• Demonstrates ability to assess near-term and long-term impacts of decisions and effectively weigh options resulting in successful outcomes
• Proven ability to communicate effectively, drive initiatives and achieve results across a wide range of stakeholders
• Strong leadership skills including coaching/developing others and leading a cross functional team in a matrix environment.
• Must be able to work rapidly and accurately under pressure to work in a safe and effective manner to handle different issues and priorities simultaneously.
• High energy with positive outlook and experience as a change agent.  Self-starter/motivator, goal oriented, innovative, committed to winning.
• Ability to work effectively with minimal supervision and guidance.
• Strong financial acumen, pricing strategy, and vendor management.

Core Competencies

• Operational Excellence & Process Improvement
• Project Planning and Execution
• Strategic Thinking & Execution
• Cross-functional Collaboration
• Compliance & Risk Mitigation
• Cross-functional Collaboration

PHYSICAL DEMANDS:

• Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
• Ability to travel out of state 30%

Knipper Health is an equal opportunity employer.