Note: The job is a remote job and is open to candidates in USA. Neovance is hiring a Hub Operations Manager to provide strategic oversight and day-to-day leadership for patient access programs, including HUB services, reimbursement hotlines, patient assistance programs, and co-payment programs. The role leads Supervisors and works across teams to meet client and program performance goals, resolve escalations, improve service delivery, and manage staffing and financial performance.
Responsibilities
- Provide strategic oversight and day-to-day leadership for assigned programs, and develop, implement, and evolve program management guidelines and expectations to drive results for the business and employees
- Oversee Supervisor performance, participate in recruiting, write performance reviews, address personnel and performance issues, and support timely Individual Development Plans and Performance Improvement Plans. Develop direct and indirect reports through coaching, training, and career development, and ensure required staff administration processes are completed
- Understand and communicate contracted SLAs, KPIs, client expectations, and goals. Develop and oversee plans to meet productivity, quality, and turnaround time (TAT) metrics, minimize escalations to less than 1%, manage shrinkage effectively, reduce attrition, increase retention, and ensure program adherence to the contract
- Manage agent and program performance, assess escalation and remediation procedures, establish regular reviews of client metrics, downtime, and employee engagement, and use root cause analysis and data to address deviations and mitigate risk
- Work with Customer Success and cross-functional partners to support client requests, resolve issues, and ensure successful service delivery. Act as an escalation point for employee and Supervisor concerns and participate in skip-level meetings to stay connected to staff
- Ensure programs are adequately staffed to achieve performance measures. Participate in recruiting and onboarding as needed, monitor program volume and staffing needs, and work with the Manager of Talent Acquisition to keep staffing forecasts aligned to program resource requirements
- Review program budgets and volume, adjust internal revenue forecasts as needed, communicate changes to appropriate parties, and identify process improvements that address budget issues, maintain appropriate contribution margins (CMs), and improve efficiency
- Ensure Supervisors monitor agent calls, provide feedback and remediation plans, identify and escalate program trends, monitor volume fluctuations, and recommend staffing changes. Serve as backup to Supervisors and other managerial positions as necessary
Skills
- Bachelor's degree in any discipline or an equivalent combination of education and work experience
- Candidates without a bachelor's degree must have a High School Diploma or equivalent education and ideally 5 years of equivalent work experience in a relevant field
- Minimum 7 years of experience in healthcare, including at least 2 years of mandatory managerial experience handling Benefit Verification and Application Processing
- Strong understanding of FPA operations and systems navigation, operational processes, performance metrics, customer relationship management tools, and other business systems, with intermediate to advanced computer skills
- Strong forecasting and analytical skills related to optimal program performance, including the ability to oversee client reporting requirements, analyze data, and clearly report findings back to clients
- Strong management, leadership, coaching, mentoring, negotiation, and interpersonal skills, with the ability to manage indirectly, influence stakeholders, work effectively through collaboration, and apply sound business acumen
- Demonstrated customer service focus and very strong oral communication, writing, and presentation skills, with good judgment in managing and escalating client or project issues and the ability to keep client strategy in mind
- Exceptional time management and prioritization skills, with the ability to manage multiple projects, learn and retain information quickly, work across the business, adapt to ambiguity, identify problems, take initiative, quickly grasp complex issues, and connect day-to-day activity to the broader business picture
Benefits
- Medical, Dental, and Vision coverage
- Life Insurance
- Short- and Long-Term Disability
- 401(k) with a 5% company match with immediate vesting
- Personal Time Off (PTO) or Flexible Time Off (FTO)
- Company bonus where applicable
Company Overview