Senior Manager- Field Services (East Coast)

Under the general direction of a Director, the Senior Manager- Field Services, is responsible for providing direct supervision to team members providing reimbursement and access support for patient access to our client’s products through interaction with the client’s patient support program services and other internal and external key stakeholders. This role may also oversee a functional business unit within Field Services. This role is responsible to ensure the assigned team is operating in accordance to established service levels, compliance standards, and operational efficiency. The Senior Manager- Field Services will work with the Director and/or client to provide program updates, regular team reporting, and address client issues within assigned geography. Team members in this role utilizes leadership skills to coach and mentor others and facilitate a team environment within the group. The Senior Manager may also collaborate with the Director and our internal sales and strategic account team members in offering creative solutions to expand service offerings to client and improve operational processes.

The Senior Manager plans, conducts, and supervises assignments. Additionally, this role reviews progress, evaluates results, recommends changes in procedures, may lead or direct fewer complex projects or certain aspects of projects, and operates with reasonable latitude for un-reviewed action or decision, but still may require final review of work product. 

Account Management:

to include serving as the primary liaison between company and client within specified geography; may lead client meetings or aspects of business reviews at the direction of Director; field client questions and requests; interpret client needs and develop appropriate action plan; work with management team to monitor, assess and identify strategies to improve program processes, services, systems, and analysis within defined geography; and provide internal advocacy for client.  

Team Management:

to include working with team to ensure that team is meeting contractual obligations and to seek ways to improve operational performance; identify staffing needs and work with HR to recruit appropriate staffing; serve as the interface for cross functional activities; maintain high motivation among team members; establish goals for the team; conduct performance reviews of team members; provides training and mentoring to team members and conducts career development discussions; Hold regular meetings with team and one-on-one meetings; provide coaching and guidance to leaders and partner with Human Resources in the resolution of associate relations issues. 

Business Development:

to include partner with Director to provide support to New Business Development in customizing and making capabilities presentations, which market services of company to prospective clients; May partner with New Business Development to inform proposals for new and existing customers; stay abreast of new business development opportunities; influencing clients by helping them see advantages of using other Manufacturer services; may identify new services to existing engagement which will help add value to both client and Manufacturer Services 

Training and Mentoring:

to include translating organizational strategies into team goals; leading training sessions; mentoring team members; develop plans to facilitate growth and development for team members; help identify potential opportunities for team members; coach and counsel team members and help prepare them for next level. Leverage reimbursement knowledge and utilize resources to effectively coach team members in building strong customer partnerships and effective and timely problem resolution 

Financial Accountability:

to include managing monthly budget and expenses for team within defined geography; complete follow-up on expenses; may participate in budget development; apply key financial indicators (i.e., revenue,) to help measure program financial performance; and apply appropriate strategies as it relates pricing for new business opportunities. 

Quality and Compliance:

to include explaining to clients how we ensure and track quality; implement and ensure that processes are in place to monitor quality and program compliance within team. Collaborates with Compliance team at the direction of Director on program audits; works with leadership team to address audit findings and to implement corrective action 

Organizational leadership:

to include supporting company initiatives; exemplifying purpose and guiding principles; accepting and effectively communicating decisions on company policies, plans and programs; ensuring open communication at all levels; and rewarding appropriate behavior. 

May collaborate across various groups (i.e., IT, NBD, Compliance, Finance, PM, CRM vendor) on program projects, new service line implementations, database updates, UAT 

Will require travel to attend client meetings, trainings, or to conduct field observations and support team members across multiple offices.  

Management:

Maintains staff by recruiting, selecting, orienting, and training employees; maintaining a safe, secure, and legal work environment; developing personal growth opportunities. 

Accomplishes staff results by communicating expectations; planning, monitoring, and appraising job results; coaching, counseling, and disciplining employees; developing, coordinating, and enforcing systems, policies, procedures, and productivity standards. 

Performs other related duties as assigned 

Requires ability to effectively lead remote teams and broad training in fields such as healthcare administration, public health, accountancy, sales, marketing, social work, or other vocations generally. Advanced degree preferred. Experience directly related and progressively responsible in a medical practice, private or third party reimbursement arena, or pharmaceutical industry in sales, managed care, or clinical support is preferred. Normally requires a minimum of five (5) years of progressively related responsibility, including at least three (3) years at a supervisory level.  

Skills and Abilities:

• Applies comprehensive knowledge of particular field of specialization to the completion of significant assignments.  May cross fields. 

• Demonstrated ability to lead, manage, mentor, coach, and develop others  

• Ability to manage and support external meetings, presentations, and client interactions  

• Technical knowledge and experience with revenue cycle, reimbursement billing, coding, and appeals process  

• Knowledge of private payer, Medicare and Medicaid structure, systems, and reimbursement and access processes 

• Ability to analyze and interpret data, regulation, and legislation 

• Demonstrated success in developing strategies to overcome access barriers for products in various sites of service 

• Project management skills and experience leading the design and development of specific projects 

• Above average speaking skills 

• Ability to conduct field observations and provide effective feedback and coaching 

• Understanding and comfortable with escalating issues to direct manager in a timely manner 

• Ability to lead and work in a matrix environment 

• Ability to manage expenses within allocated team budgets 

• Above average computer skills: MS PowerPoint, MS Excel, MSWord, and MS Outlook 

• Ability to resolve team members issues effectively and efficiently 

Specific knowledge of local payer policies related to a specific client product will be acquired during training sessions. 

All interactions with allied health professionals require detailed attention to customer needs and satisfaction.  And most importantly, all reimbursement activities are required to be conducted  and managed within all  appropriate legal and regulatory guidelines and require continuous monitoring of compliance with such guidelines and laws.