Dohmen Life Science Services

  • Care Team Manager

    Job Locations US-MO-Chesterfield
    Job ID
    2018-2116
    # of Openings
    1
    Category
    Patient & Customer Support
  • Overview

    OUR CULTURE:

    At Dohmen, we are committed to keeping our clients for life, ensuring no conflict of interest exists, achieving continuous innovation, and focusing on continuous improvement.  Our behavior is guided by five simple values that define how we work and are the essence of what makes us successful:

     

    Caring: We are empathetic and respectful.  We ask “How can I help you?”

    Committed: We are dedicated and persistent.  We ask “How can I make it happen?”

    Creative: We are inventive and imaginative. We ask “How can I do it better?”

    Collaborative: We are cooperative and share our knowledge. We ask “How can we achieve success?”

    Courageous: We’re willing to risk failure over inaction. We ask “How can I challenge myself”

     

    THE POSITION:

    The Care Team Manager is responsible for the day to day operations of the program, leading a team of supervisors and management of program staff. This position manages activities and relationships between team members, the patient community and clients.  The manager coordinates and administers program services and policies, supports the development of operating policies and procedures, and directs the work of designated program team members. The Care Team Manager is accountable for achievement of key performance indicators, contractual requirements, and quality of program products and services to deliver maximum client and patient satisfaction.  Additionally, the Care Team Manager is responsible to drive process and program improvements.

     

    Critical RESPONSIBILITIES:

    Our people leaders are tasked with delivering excellent business results through the efforts of their teams.  These results are achieved by:

     

    • Setting clear direction, effective plans and measurable outcomes
    • Ensuring work is accomplished effectively by managing employee performance, work processes and other resources
    • Engaging employees to maximize their discretionary effort
    • Developing a pipeline of excellent talent to fill future business needs

     

    People leaders must possess both the skills to effectively accomplish these tasks and the emotional intelligence to do so in alignment with our cultural values.  In addition to the critical management and leadership tasks listed above, this role also includes the following unique responsibilities:

     

    • Manage a team of Patient Service Coordinators and supervisors who are responsible for onboarding of new patients and consistency of service for active patients
    • Lead the Care Team’s program services and policies; direct administration and execution to deliver high quality patient and client service, improve program efficiency and high team member job satisfaction
    • Lead the planning, development and approval of program specific operational policies as needed. Monitor policies relating to personnel actions, training and professional development programs
    • Conduct hiring, training, and evaluation of staff
    • Manage performance guarantee tracking, quality monitoring and generate reports for internal and external clients as requested

     

    essential duties and responsibilites:

    • Establish workflow, work methods and performance standards for the Care Team
    • Serve as a point of escalation for calls requiring a higher degree of expertise or discretion to resolve customer issues and/or complaints
    • Continually evaluate the efficiency, productivity and accuracy of the Care Team and make improvements to attain high levels of achievement in each area
    • Effective teamwork at all levels and areas of the company; with internal team members as well as external entities
    • Present program information to internal and external clients
    • Ensure adequate staffing assignment for program commitments
    • Recruit, hire and train team members as needed.
    • Identify and execute cross training as needed.
    • Special projects as assigned.

     

    The above list reflects the general details necessary to describe the principle and essential functions of the position and shall not be construed as the only duties that may be assigned for the position.

     

    An individual in this position must be able to successfully perform the essential duties and responsibilities listed above. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.

     

    MINIMUM qualifications:

    The requirements listed below are representative of the experience, education, knowledge, skill and/or abilities required.

    • Bachelor’s Degree - Study in Life Sciences, Pharmacy, or Business related discipline; in lieu of degree 5 years’ experience
    • 5 years of related work experience
    • 2 years customer service experience
    • 2 years previous supervisory experience
    • Demonstrated proficiency in Microsoft Word, Excel, Outlook, and PowerPoint
    • Ability to communicate effectively to the business unit(s) as a whole, and individually, to discuss issues, new process, training and to gather input on ways to improve the program/programs(s)
    • Critical thinking and problem solving skills with the ability to perform detail-oriented work accurately
    • Ability to adapt to a fast paced, dynamic environment, make independent decisions, maintain confidential information and meet deadlines
    • Ability to work with multiple stakeholders (patients, clients, physicians) in a fast paced environment
    • Proves to be a professional of unquestionable integrity, credibility and character who demonstrates high moral and ethical behavior.

     

    Preferred qualifications:

    • Experience with managed care, prescription benefits, reimbursement, medical billing and/or pharmacy

     

    PHYSICAL AND mENTAL dEMANDS:

    This is a largely sedentary role.  While performing the duties of this job, the employee is regularly required to talk, hear, type and engage in repetitive motion. 

     

    The employee frequently is required to walk; use hands to finger, handle or feel; and reach with hands and arms.  The employee is occasionally required to stand or grasp. The employee is intermittently required to stoop or crouch; push or pull; or kneel. 

     

    The employee must occasionally lift and/or move up to 10 pounds and intermittently lift and/or move up to 25 pounds.  Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

     

    This role requires mental alertness. The employee must regularly communicate both verbally and written; concentrate on tasks; remember and observe details; problem solve, supervise, and make decisions. The employee must frequently adjust to changes; handle stress and emotions; and think analytically.

     

    The mental and physical requirements described here are representative of those that must be met by an individual to successfully perform the essential functions of this position.

     

    Working ENVIRONMENT:

    This job operates in a professional office environment. This role routinely uses standard office equipment. The noise level in the work environment is usually moderate.  The employee is not substantially exposed to environmental conditions.

     

    The work environment characteristics described here are representative of those an individual encounters while performing the essential functions of this position.

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