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An exceptional, industry leading company needs a Manager of Operations to ensure its telephone operations and call center are first in class.

The company works with the top biotech firms whose products save lives.  Their services are needed to insure the product is delivered and supported to the infusion centers and physician’s offices.  In addition they are responsible for helping the patient gain access to medications they cannot afford.

This position will be responsible for leading a team involved in high level customer response to technical reimbursement questions.  The staff is responsible for highly sophisticated medical inbound calls with a moderate volume rate.

Responsibilities:

• Ensure contract specifics are met for clients, improve performance if possible
• Provide leadership to call center staff and management
• Designing matrixes, policies and procedures to insure quality standards are met
• Developing quality assurance and process management strategies
• Work effectively with other departments
• Monitor and Maintain profitability

Background of the ideal candidate:

• Strategic experience with large healthcare oriented call centers
• Experience with Part B products would be a big plus
• This is a very technical hotline that deals with patients, providers and payors.  The products are expensive and treat life threatening diseases so a medical background would be preferred
• P&L experience
• Large team management experience
• 4 year bachelor’s degree

I’d like to go into more detail about the position.  Feel free to call me at 937-281-1165 or email me at jason@alpinesearch.net