Manager, Patient Support - Hub Svcs

What you will do

• Service Delivery/Program Setup - Responsible for medium-sized and small programs (<$10m). responsible for utilizing current program documentation and training materials partnering with the hub service delivery team if changes are required. identifying onboarding talent. tracks credentialing. director oversight, may plan lead faux hub
• Documentation Management - Collaborates with Service Delivery and Training to provide feedback for program-specific training. Final approver for program training deck(s) at implementation and following quarterly reviews. With support, we may create program-specific training. Consults with supervisors to execute work instructions. Post implementation - will update SOPs with the change updates received from Service Delivery. Ensures supervisors track and report credentialing and retraining.
• Financial Responsibility - In partnership with the program management team, ensures accuracy of monthly client invoicing. Escalates concerns with billing, reporting, or services performed "off grid" with leadership. Monitoring overtime to ensure cost-effective utilization
• Organization Collaboration- Collaborates with program management to execute brand programs. Works internally with technical teams for issue resolution and prioritization. May require support from the director.
• Change Management & Communication- With the support of the director or VP, executes change at the ground level, supporting employees through the transition, and ensures that change initiatives are effectively implemented within their team(s). Maintain a visible presence to all staff and answer on-demand questions. Communicates company and sometimes client-related messages to the team as indicated by the director. Communicates daily with the program manager for the program to ensure synchronicity. Dissemination of corporate strategy and information to teams with the support of the director.
• Escalation Management- Will support the program management team with operational escalations from the client or field team. Escalation point for supervisors. May need support from the director for complex, multifaceted escalations.
• Relationship Management -Engages with client as required or requested by the program management team, otherwise manages internal relationships within Hub Operations team and across departments such as product and technology. May support the director with vendor relationships.