The role focuses on researching and recommending improvements to business processes to enhance organizational performance and patient access to medications. Responsibilities include consulting on program design, documenting the end-to-end patient journey, and ensuring alignment between technical workflows and system capabilities.
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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