Senior Manager

Who We Are:

SmithRx is a rapidly growing, venture-backed Health-Tech company.  Our mission is to disrupt the expensive and inefficient Pharmacy Benefit Management (PBM) sector by building a next-generation drug acquisition platform driven by cutting edge technology, innovative cost saving tools, and best-in-class customer service.  With hundreds of thousands of members onboarded since 2016, SmithRx has a solution that is resonating with clients all across the country.

We pride ourselves for our mission-driven and collaborative culture that inspires our employees to do their best work. We believe that the U.S healthcare system is in need of transformation, and we come to work each day dedicated to making that change a reality. At our core, we are guided by our company values:

• Integrity: Always operate with honesty and transparency so we earn the trust of our clients.
• Courage: Demonstrate the courage needed to take on a broken industry and continuously improve what we offer to optimize health outcomes.
• Together: Foster a collaborative and inclusive environment that values teamwork, respect, and open communication, and encourages creativity and diversity of thought.

Job Summary:

As the Senior Manager of the Patient Access Program, you will work closely with senior leadership to drive the Patient Access /member support strategy, overseeing both tactical and strategic initiatives. This role requires a focus on managing Key Performance Indicators (KPIs), meeting service level goals, coaching and developing teams, optimizing processes, and delivering a world-class member experience.

What you will do

• Strategic Leadership: Contribute to the strategy and execution of Patient Access Program directives, ensuring alignment with KPIs and company objectives.
• Team Building: Recruit, hire, and build high-performing teams, establishing operational objectives, assigning work, and driving accountability.
• Cross-Functional Collaboration: Partner with internal teams to identify and implement process improvements, fostering efficiencies across the organization.
• Performance Evaluation: Review operational objectives and metrics to evaluate program success, ensuring high service levels and superior member experiences.
• Escalation Management: Act as a point of escalation between the Connect team and other departments, facilitating resolution of complex issues.
• Scaling and SOP Development: Develop strategies for scaling efforts, creating standard operating procedures (SOPs) to support organizational growth.
• Continuous Improvement: Evaluate member experience, define opportunities for operational improvements, identify root causes, and apply best practices to support business objectives.
• Resource Allocation: Optimize resource allocation to meet service goals and deliver superior member experiences.
• Coaching and Mentorship: Guide and mentor a team of Managers, Leads and Patient Access Specialists to foster development and high performance.
• Training Program Enhancement: Oversee new hire onboarding and “nesting” training programs to enhance skill-building and retention.
• Policy Development: Assist in the development, modification, and implementation of company policies impacting immediate operations and potentially broader company practices.

What you will bring to SmithRx

Role Requirements:

• Experience: 12+ years in healthcare management with progressive responsibilities; 6+ years in management roles leading a combination of managers, supervisors, specialists, and call center agents.
• Education: Bachelor’s degree in healthcare, business, or related field, or equivalent experience in healthcare management and leadership.  
• Healthcare Expertise: Background in healthcare, pharmacy benefits, or claims processing preferred.
• Metrics and Strategy Development: Strong experience in defining and executing performance metrics and operational strategies.
• Cross-Functional Knowledge: Familiarity with adjacent team processes and KPIs, such as Quality Assurance and Training.
• Financial Acumen: Proven experience in forecasting, budgeting, and financial management to drive program profitability and align with organizational goals.
• Leadership and Mentorship: Demonstrated ability to coach and mentor teams, promoting professional growth and high performance.
• Continuous Improvement Mindset: Proactive in advocating for change, driving process improvements, and addressing challenges.
• Member-Centric Focus: Dedication to providing the highest-quality member service with empathy and care.

Preferred Qualifications:

• Patient Advocacy: Experience in patient support or advocacy programs.
• Healthcare Processes: Strong understanding of pharmaceutical manufacturer processes, Pharmacy Benefit Manager (PBM) operations, and healthcare reimbursement systems.
• People Development: Passion for mentoring team members and supporting career growth.
• Solutions-Oriented: Six Sigma certification and strong problem-solving skills with a focus on operational efficiency.
• Startup Experience: Experience in a fast-paced, growth-focused startup is a plus.