The Senior Manager of Operations is a key member of the Shields operations team tasked with managing Operations Associates and/or Regional Integration Managers and/or MPS teams. The Senior Manager of Operations is responsible for ensuring the timeliness and quality of internal data analytics reporting, maintaining management of accreditation-related reporting, soliciting and implementing feedback from MPS and Sr. MPS-level users, and training new operations, and/or Implementation and MPS team members. The Senior Manager of Operations works as a peer to Sr. MPS and Clinical MPS stakeholders, reporting directly to the Site Director or RVP of Operations. The ideal candidate should have a strong interest and experience in operations, data analytics, and process improvement. Applicant should be analytically oriented, a problem solver, experienced with Shields data tools, results driven, and be able to collaborate as the leader of a close-knit team.

Key Responsibilities

• Directly manage team of Operations Associates and/or Regional Integration Managers and/or MPS team members by clearly assigning tasks, ensuring their completion, evaluating quality of materials / analyses, to ensure quality standards are consistently met
• Proactively solicit feedback and identify solutions from end users of operations-driven content (primarily MPS, Sr. MPS, Regional Integration Manager) and implement reporting adjustments or process improvement to better support operational needs, either across the region or on a site-by-site basis
• Maintain high-level accountability over reports and analysis including, but not restricted to, refills, MSOT, patient engagement and onboarding, operational efficiency, waterfall, clinic implementation materials, clinic optimization materials, enrollment-to-fill, URAC gap lists, test claim reversal management, and 340b claim management
• Support clinic implementation through managing the development of quality launch materials, including data analysis supporting volume expectations and staffing
• Coordinate training and education of new operations associates, and/or Regional Integration Managers and MPS team members, developing a project plan and timing expectations for new hires to learn reporting suite
• Partner with regional leadership to design and develop ad-hoc analyses or processes that support the core operation, serving as liaison to the operations function
• Proactively communicate staffing needs to regional leadership with clear demonstration of need and proposed re-allocation of existing / future workstreams
• Drive innovation in operations reporting based on feedback, changes to data availability, or other observations sources across the operations team
• Proactively identify, implement, and lead improvement initiatives at health system partners to drive growth and efficiency
• Develop an equitable, collaborative working environment for operations associates and/or Regional Integration Managers and MPS team members, enabling stretch assignments and communicating ideas/developments across sites
• Help empower and enable site leaders to meet or exceed refill, onboard, and efficiency targets
• Drive accountability across internal and external stakeholders
• [Site-dependent] Coordinate new hire onboarding tasks to ensure seamless integration post-hire
• Support other growth initiatives within the region as needed in coordination with regional leadership

Education & Experience

• Associate or Bachelor's Degree preferred
• 5-7+ years of relevant pharmacy work experience; 2+ years of (Sr.) Operations Associate or (Sr.) Implementation Associate experience preferred; experience leading teams of pharmacy technicians strongly preferred
• CPhT certification preferred, MBA/PharmD a plus
• Experience with Pharmacy Operating Systems required (Epic, WAM, QS1, TelemetryRx, Therigy)
• Expertise in Microsoft Excel and PowerPoint in a professional work environment
• Experience with creating and analyzing reports in following operational areas is highly preferred: Refills, MSOT, patient engagement and onboarding, operational efficiency, waterfall, clinic implementation, clinic optimization, enrollment-to-fill
• Ability to manage large quantities of data and transform into digestible reporting
• Excellent verbal and written communication skills
• Highly proficient organizational and project management capabilities
• "Ownership mentality:" action-oriented, and capable of understanding business needs and thinking critically about how to execute without explicit step-by-step instruction
• High level of integrity: Maintaining equitable and accountable work environment, acting decisively on feedback, and ultimately owning results of the regional operations team
• Entrepreneurial attitude and ability to work with limited direct oversight
• Strong client management capabilities and interpersonal communication skills as demonstrated by a track record of presenting to clients and successfully facilitating meetings and working sessions
• Willingness to routinely travel to health system partners with a schedule that may vary week to week

Solid computer skills are required, including proficiency in Microsoft Office tools (Outlook, Teams, Word, Excel, and PowerPoint) for communication, documentation, and data management, as well as, navigating the internet and web-based platforms. Data entry and computer skills will be evaluated through an assessment as part of the pre-employment process.