Operations Manager (Hybrid Onsite)

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Job description

Overview:
Hybrid Role: Onsite/Work-From-Home

Location: Morrisville, NC (near RDU airport)

Mercalis is an integrated life sciences commercialization partner that provides comprehensive solutions that span the entire healthcare value chain. Backed by proven industry expertise and results-driven technology, Mercalis helps navigate the complex life sciences marketplace by providing commercialization solutions to accelerate value and enhance patient lives.

Mercalis fosters a culture that encourages individuality and provides opportunities for creativity, growth, and success while fostering a team environment. We are a diversity-driven organization with an inclusive approach to delivering patient-centric solutions that, eliminate barriers for patients, and increase patient access to life altering medications.

As the Operational Manager, you will be responsible for oversight of shared services within the program and evaluating existing processes and developing improvement plans for all assigned areas. In this position you will leverage relationships with key internal team members such as functional leads, associate directors and the quality team to develop and execute the vision to achieve best in class patient and provider experience.

Activities of the Operational Manager include: leading a team to create visibility into key processes; developing improvement plans for assigned areas; supporting the implementation of improvement initiatives; continuously measuring and monitoring processes, risks and controls; participating in organizational activities to meet or exceed client objectives

Responsibilities:
Lead the vision for the Operations Excellence team and drive assigned performance responsibilities of team through supervisors

Monitor and report on program statistics and metrics identifying process inefficiencies and influence internal partners through fact-based recommendations to management on process improvements

Coordinate with business, technical, program operations, and leadership teams to develop program operational SOPs and improve documentation

Classify risks and opportunities associated with redesign/improvement decisions; while ensuring alignment with Program vision

Collaborating with franchise area leadership and process owners to review and discuss process issues; identify primary risks, risk appetite and controls used to proactively manage risk

Protect and promote the Program brand by ensuring adherence to program policies and compliance, brand, and verbal standards

Develop and maintain strong working relationships and strategic partnerships with key program internal and external stakeholders to maximize program effectiveness and influence

Chair and lead the Field Advisory Board and brief the Strategy and Steering Committee on key insights derived from the Board meetings

Determine call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses

Identify and evaluate state-of-the-art technologies; define user requirements; establish productivity, quality, and customer-service standards;

Escalate issues that put the program's course in jeopardy of not delivering to contracted standards

Travel on a limited basis to and attend related meetings/conferences as required

Accomplishes human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees

Administer scheduling systems; communicate job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures

On time adherence to training deadlines for all corporate policies and procedures governing access to confidential data

Ensure all SOPS are followed with consistency

Conducts miscellaneous tasks or projects as assigned.

Maintains professional and technical knowledge by tracking emerging trends in areas of oversight

Qualifications:
Bachelor's degree (or equivalent)

3-4 years of Program Management experience is preferred

Extensive knowledge in Microsoft Office Suite, and other business assistance software platforms

Highly organized and detail-oriented

Effective time management

Budget management skills

Ability to resolve conflicting situations, strong in deductive reasoning and problem solving, analytical mindset

Exceptional communication skills, including verbal and written, ability to interact with internal and external stakeholders

Flexibility

Ability to work independently and as part of a team

Ability to adapt and learn computer systems

PMP valued but not required

Why work for Mercalis?

Diversity, Equity, Inclusion & Belonging are paramount to our culture and success. Our dedication to DEI&B is both organic and intentional

Our Mission is rewarding and fulfilling (Patient Access to Life-Saving/Improving/Extending Medications/Treatments)

We employ the best Talent and Tools from the Patient Access Industry (We are the Industry Leader)

We monitor the market to ensure we offer competitive salaries and benefits.

401K w/ 5% matching; day-1 vestment period

15 days PTO

7 Holidays + 2 Floating Days

Health/Dental/Vision/Life; Coverage Day-1

Gym Reimbursement

Volunteer Hours

This is not an exhaustive list of benefits.

Benefits are subject to change.

Some positions require onsite presence and/or structured hours/shifts.

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