Operations Manager - afternoon shift

Lead a diverse team of Data Intake specialists helping patients gain access to their needed treatment.

Patient Services, as part of Cencora, offers patient support services with more than 20 years of experience in the strategic design and delivery of programs that continuously improve access to pharmaceutical products and therapy.

Our Data Intake team processes all incoming applications, correspondence, income information, etc. for patients seeking services from Patient Services. 

Your responsibilities

• Lead a team of 20–25 dedicated Data Intake specialists, ensuring smooth daily operations.
• Ensure program is operating according to contractual obligation by providing day-to-day guidance to team members, monitoring compliance to program policies and procedures and turn-around times, and ensuring adherence to quality expectations
• Conduct both formal and informal feedback discussions with associates, including regular one-on-one discussions and yearly performance reviews
• Drive program performance by establishing performance metrics & goals; provide ongoing coaching and feedback to reinforce and address performance
• Analyze quality and performance reports for trends, make process improvements, provide coaching or retraining where needed
• Translate and oversee organizational strategies for assigned goals
• Manage client relationship by proactively identifying program issues & making recommendations on potential solutions
• Manage the resolution of client issues and ensure appropriate follow-up is done to manage client relationship; Deliver routine client reports;
• Analyze quality, performance or other program reports for trends, make process improvements, and provide coaching where needed
• May collaborate across various groups on program projects, new service line implementations, database updates, UAT
• Manage & administer program policies & procedures
• Collaborate with Compliance team on program audits, address audits findings and implement corrective action
• Oversee and coordinate multiple work streams simultaneously.
• Adapt quickly to changing priorities and business needs.

Standard shift: 13:00–22:00

Flexibility required: occasional adjustments may be needed based on business demands.

• Strong people leader mindset with proactive can-do attitude and a real passion for teamwork - previous experience in a supervisory role is a big plus.
• Broad training in fields such as business or healthcare administration, accountancy, sales, marketing, computer sciences, social work or other vocations generally obtained through completion of a four-year bachelor's degree program or clinical studies such as nursing, pharmacy and other clinical roles.
• Strong interpersonal and presentation skills
• Effective communications skills in English, both orally and in writing​
• Ability to evaluate issues, make decisions, recommend possible solutions and understands potential need to escalate
• Strong organizational and multitasking skills; attention to detail
• Proficiency in Microsoft Office (Excel, Outlook, Word, PowerPoint)

Nice to have:

• General knowledge of reimbursement and patient assistance programs, database elements and functionality; operational policies and processes, particularly distribution processes / interfaces
• General understanding of health care payer research, healthcare policy and payer landscape

We offer a competitive annual bonus, life insurance from Day 1, a best-in-class health insurance package, and up to 6 fully paid benefit days a year. As a Cencora employee, you have the benefit of our referral bonus scheme, our boundless learning opportunities and our global Employee Assistance Program. We have a wonderful office location in Quadrum, equipped with everything you need for a small break at work and fresh snacks at all times. Become part of our purpose-driven, multicultural team now and help us create healthier futures