ABOUT spencer®

Spencer Health Solutions (www.spencerhealthsolutions.com) is transforming healthcare by moving care delivery to the home through the company’s spencer® medication adherence and engagement platform. The spencer FDA Class I technology enables virtual care by connecting patients, clinicians, pharmacists, and family members digitally.

The Morrisville company offers the right candidate an opportunity to be part of a high-performing team in the development of cutting-edge medical technology at the exciting point of market entry through leading health technology distributors in the US, Canada, and Europe.

The VP Client & Pharmacy OPS’ (Operations, Programs, Services) primary responsibility is to own Patient Services and Customer Care, Clinical and Commercial Program Management, Pharmacy Operations, Patient Recruiting and Patient Journey, Pharmacy Management, Strategic Partner Identification and On-Boarding and other Client / Patient / Pharmacy Operations, Programs and Services related activities in support of a Spencer’s global partnerships, patient populations and scale.  Reports to the COO.

RESPONSIBILITIES

Patient Services and Customer Care

• Lead Call Center to provide Recruiting, Technical Support, On-Boarding, Customer Care and Case Management functionality and performance in accordance with Business Objectives and Regulatory Requirements.
• Align with Strategic Partners to ensure Patient Service and Customer Care can be seamlessly integrated.

Clinical & Commercial Program Management

• Manages full scope of projects for Spencer’s clinical and commercial programs including project team leadership and operational oversight of project management staff.
• Interface with Client’s Operational teams and 3rd party / internal SHS teams to deliver Programs on-time and Program results in accordance with contractual obligations and client expectations.

• Responsible for identifying study processes and protocols that need to be created.
• Develop, deploy, validate, and sustain tools and processes.
• Focus on quality deliverables for contracted services and play a key role in the evolution of SHS expanding capabilities and overall brand.
• This position is critical in the establishment of key performance indicators, employing and evaluating the data from these metrics and serving to find solutions and interventions in collaboration with the leadership team

Pharmacy Operations & Management

• Manage Pharmacy Partnerships from initial relationship identification through contracting, on-boarding and on-going performance and satisfaction.
• Embed team in upstream patient acquisition processes to ensure patient recruiting and on-boarding meets acquisition and initial on-boarding performance targets.
• Lead team through pharmacy integrations, globally.
• Optimize spencer integration into global pharmacy operations to ensure high-quality cost-effective solutions are deployed.

General

• Responsible for developing budgets, timelines, and quality guidelines for projects and training specifications
• Responsible for building and maintaining positive client and partner relationships
• Identify opportunities to streamline and optimize processes and execute projects to deliver associated tools and updated processes.

REQUIREMENTS

• 10+ years of experience in relevant Operations Leadership roles
• Education:  Bachelor’s Degree in Business, Science or Engineering; Master’s Degree preferred.
• Demonstrated experience in managing Operations in a relevant medical or pharmaceutical environment.
• Demonstrated ability to build and manage Global Operations and processes.
• Demonstrated ability to deploy tools that improve Automation of Workflows, Traceability of Product and Accountability
• Experience building relationships and collaborating with internal and external customers to synthesize complex ideas, information, and options into a strategy, plan, or response.
• Effective communicator that can translate Concepts and Ideas into detailed Plans.
• Exemplary attention to detail with the ability to identify prescriptive actions and provide specific directions.
• Ability to motivate teams while keeping them accountable, without always having direct reporting oversight.
• Strong analytical and quantitative skills; bias towards making decisions that are grounded in data and user analysis
• Strong demonstrated negotiating skills
• Excellent verbal and written communication skills
• Travel:  Global travel up to 25%
   

• Bachelor’s degree, science or Engineering discipline preferred.  MBA or equivalent business program experience.
• Strong healthcare industry experience 
• Excellent written and oral communication skills in a business environment, along with a proven ability to prioritize, organize and deliver on commitments.
• Demonstrated aptitude in deploying and utilizing ERP / CRM / PMS tools effectively
• Experience working directly with both marketing and client services/support teams to develop client relationships and program implementation plans.
• Excellent interpersonal skills and proven ability to lead cross-functional teams through influence and / or direct management.
• Willingness to roll up the sleeves and do whatever is necessary to ensure a great customer experience.
• Ability to juggle multiple priorities and create a sense of urgency in a fast-paced, dynamic environment.

Spencer Health Solutions is an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and the basis of disability or any other federal, state or local protected class.

Your safety and privacy is of our utmost concern. Any communications with a Spencer Health Solutions employee will be through an email originating from @spencerhealthsolutions.com or [email protected].  We will never ask for your private information until an official offer has been accepted.