Operations Manager at Cigna in Memphis, Tennessee

Job Description:

Are you ready to step into a position that combines your leadership talents, communication skills, attention to detail, ability to multitask, and unrelenting drive to help others?  We are looking for an Operations Manager to join us in the Rare Disease TRC.  In this multi-faceted role, the Operations Manager is ultimately responsible for ensuring that all pharmacy activities happen timely and in accordance with payer, pharma, and Accredo guidelines as required to deliver specialty drug therapies to patients, as managed by you and your team.

This person is responsible for being the direct point of contact for our external partners, i.e. Reimbursement Hubs and Pharma Manufacturers, acting as a liaison between those customers and our internal operations and account management leaders.  The Operations Manager is responsible for the overall health of the program and will be expected to prepare operations analyses, including operational effectiveness and capacity utilization, and make recommendations for improvement to increase efficiencies.

This role also requires a strong people leader, as you will be accountable for a team of Program Managers who will be responsible for daily oversight of the all front-end pharmacy delivery and program management activities for the assigned specialty drug(s).  As part of this leadership role, it will be important to coach and mentor the Program Managers in order to develop their skill sets and promote their career growth.

ESSENTIAL FUNCTIONS

• Supervise activities and be actively involved and aware of daily operations, including quality review and contingency plans to ensure pharmacy operations are performed in all circumstances, for assigned specialty drug(s)


• Collaborate with the appropriate staff members within the Product, Payer, Account Management, and Contracting Department to ensure all patients have the necessary approvals for timely treatment

• Act as the operations liaison to the drug manufacturing companies and their hubs to answer questions related to processes, and to research issues, concerns, and escalations


• Build and maintain effective stakeholder relationships, with a clear understanding of the nuances of how to position Accredo externally - what to say / not to say
  • Monitor and report out to leadership, and other appropriately interested parties, on work in progress, aging, and key metrics, and other necessary program status updates, and lead efforts to resolve any delays, for assigned specialty drug(s)
  
  


• Identify and track key issue trends, perform root-cause analysis, review facility level policy and procedures, and drive process improvement initiatives aimed at ensuring performance efficiencies and overall support effectiveness that best align with Accredo standards and expectations of external clients
  
  
  • Host meetings with operation leaders, Account Management, hubs and manufacturers to review key metrics, specialty pharmacy performance status, clinical/nonclinical in-services, and QBRs
  
  
  • Coach and develop team, oversee resolution of employee relations issues, oversee hiring and training of new associates, and manage workload assignments all aimed at ensuring the team succeeds in achieving a high-level of client satisfaction, as well as their own professional achievements
  
  
  
  

QUALIFICATIONS

• Bachelor’s degree in related field or 11 to 14 years of experience


• 5+ years of leadership experience preferred


• Knowledge of pharmacy utilization, medical benefit claims management process, PBM / specialty pharmacy / healthcare industry highly preferred


• Experience and/or training with Microsoft Office products such as Excel, Outlook and Word required


• Ability to succeed in a dynamic, high-pressure environment and develop a culture of ownership and personal accountability


• Ability to motivate employees, handle difficult employee relations issues and create a culture that supports high employee morale


• Focus on quality customer service


• Demonstrated ability to meet multiple deadlines and manage heavy workload


• Excellent verbal and written communication skills


• Ability to handle sensitive or confidential information is critical

ABOUT THE DEPARTMENT

Through our range of health care products and services offered, Accredo team members provide in-depth care for patients with chronic health conditions like hemophilia, oncology, rheumatoid arthritis and growth hormone deficiency. In addition to health care products, we provide comprehensive management services – including outcomes measurement, counseling, clinical care management programs, social services and reimbursement services. By performing in these very high-touch roles, employees have a daily opportunity to make a positive impact on their patients’ lives.

ABOUT EXPRESS SCRIPTS

Advance your career with the company that makes it easier for people to choose better health.

Express Scripts is a leading healthcare company serving tens of millions of consumers. We are looking for individuals who are passionate, creative and committed to creating systems and service solutions that promote better health outcomes. Join the company that Fortune magazine ranked as one of the "Most Admired Companies" in the pharmacy category. Then, use your intelligence, creativity, integrity and hard work to help us enhance our products and services. We offer a highly competitive base salary and a comprehensive benefits program, including medical, prescription drug, dental, vision, 401(k) with company match, life insurance, paid time off, tuition assistance and an employee stock purchase plan.

Express Scripts is an equal opportunity employer/disability/veteran

About Cigna

Cigna Corporation (NYSE: CI) is a global health service company dedicated to improving the health, well-being and peace of mind of those we serve. We offer an integrated suite of health services through Cigna, Express Scripts, and our affiliates including medical, dental, behavioral health, pharmacy, vision, supplemental benefits, and other related products. Together, with our 74,000 employees worldwide, we aspire to transform health services, making them more affordable and accessible to millions. Through our unmatched expertise, bold action, fresh ideas and an unwavering commitment to patient-centered care, we are a force of health services innovation.

When you work with Cigna, you’ll enjoy meaningful career experiences that enrich people’s lives while working together to make the world a healthier place. What difference will you make?  To see our culture in action, search #TeamCigna on Instagram.

Qualified applicants will be considered without regard to race, color, age, disability, sex, childbirth (including pregnancy) or related medical conditions including but not limited to lactation, sexual orientation, gender identity or expression, veteran or military status, religion, national origin, ancestry, marital or familial status, genetic information, status with regard to public assistance, citizenship status or any other characteristic protected by applicable equal employment opportunity laws.

If you require reasonable accommodation in completing the online application process, please email: SeeYourself@cigna.com for support. Do not email SeeYourself@cigna.com for an update on your application or to provide your resume as you will not receive a response.