Sr. Mngr/Associate Director, Process Design & Deployment

Overview

As an Sr. Mngr/AD, Process Design & Deployment, you will join our team on a journey to help eliminate barriers for patients, increase their access to medications, and help them receive lifesaving treatments while working in an environment that nurtures you.

The Sr. Mngr/AD, Process Design & Deployment Researches, analyzes, and recommends improvements to business and system business processes in order to improve overall organization performance; Studies operational and performance data to identify trends and opportunities for improvement; Develops project plans, communicates changes and may provide training to impacted business units as necessary

Responsibilities

• Serve as a consultant to clients and D&I on program design to ensure alignment with technical workflows, process standards, and system capabilities (or challenges)
• Understands both the customer’s need and the system capabilities/ challenges and able to offer effective solutions within platform standards
• Support Program Ops and BA to ensure accurate capture and translation of functional and technical workflows into CLS, ensuring all integrations and data migration activities are seamless
• Identify, document & prioritize business, process, and data requirements
• Support Patient Programs services design and CRM documentation of the end-to-end Patient Journey as required for client Discovery sessions
• Ensure Program design and business rules and program process flows are in alignment with technical workflows, process standards, and system capabilities
• Support for data migration, data mapping, and integrations
• SME support for CLS operational reporting, dashboards set up
• Assist with technical workflows creation, system integration, data validations and user acceptance testing as required
• Support Design & Implementation Team and Client Services with CLS solutions, from Design to Hypercare
• Sales support for CRM demos and RFPs

Qualifications

• Bachelor’s degree and 8+ years of service-related experience in project/operations management, customer service, or training
• Extensive knowledge of HUB Operations, inclusive of Nursing, Reimbursement and PAP experience.
• Required direct experience supporting and liaising between the client facing teams and Technology and operational delivery teams
• “Power User” Salesforce CRM Experience and ability to assist End-Users with UAT and Hypercare
• Salesforce Reporting Experience, with ability to build out Dashboards and Operational reports as required
• Data Mapping and Migration Experience
• Experience working with offshore & near-shore MSP and Contractors
• Extensive understanding of operational workflows and CRM to support Program build and Enhancement, and ability to identify process improvement opportunities
• Expertise in Sales and Training presentations for varied size audiences, intimate groups and online presentations
• Ability to work across multiple ops groups such as Training, TC Script, Business Solutions, Telecom, Data Analytics/Reporting and IT
• Advanced proficiency with MS Excel, Visio and PPT required

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