Operations Manager Patient Outcomes
InventivHealth - Somerset, NJ

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inVentiv Health offers best-in-class Clinical, Consulting and Commercial services to global companies seeking to accelerate performance. With 13,000 employees in 40 countries, we rapidly transform promising ideas into commercial reality. inVentiv has committed itself to hiring and retaining the very best talent in the healthcare industry, those who have a single common characteristic: the desire and aptitude to succeed. We are focused on hiring the best, those who possess unparalleled knowledge and experience as well as a passion for delivering exceptional ideas and service to our clients. In turn, inVentiv provides an opportunity-rich environment where employees can grow as professionals in one of many disciplines and pursue long-term career goals throughout our worldwide network of locations.

Manage the day to day program activities and staffing within specific department. Act as point of contact between program and account management team regarding daily departmental functions.

Key Job Responsibilities:
(Duties may include, but not limited to all or some of the following)

· Supervise and direct the activities of the staff
· Measure and maintain performance against standards
· Maintain program processes while continuously looking for design improvements to positively impact program profitability
· Oversee the processing of applications
· Insure adherence to and maintain the program SOPs and business rules
· Ensure quality within department through call monitoring and application audits
· Provide training and ongoing performance feedback
· Oversee the interviewing and hiring of staff
· Resolve personnel issues
· Complete performance appraisals
· Handle escalated calls into the program
· Resolve client issues as relayed by account manager/director
· Oversee daily staff coordination
· Complete weekly/bi-weekly time sheets and distribution of checks, when applicable
· Interact with distribution center
· Run and validate all department reports (both internal and external)
· Work closely with account manager/director on day-to-day program activities and client requests
· Work directly IT/IS departments on program enhancements
· Provide client support coverage during absence of account manager/director
· Participate in salary and bonus administration
· Interact as a team member within the iPAS and inVentiv Health team


  • Bachelor Degree or 3+ years of professional experience in customer service, pharmaceutical, medical, insurance, call center, or related field required
  • 2+ years Patient Services or managerial experience preferred
  • In depth knowledge of patient services programs
  • In depth knowledge of customer service operations
  • Extensive knowledge of iPAS computer programs

  • Ability to hold team members accountable to operational standards
  • Strong interpersonal skills
  • Process oriented
  • Team focused
  • Customer focused
  • Ability to handle multiple tasks and solve complex problems
  • Strong Managerial skills and leadership
  • Strong organizational skills
  • Strong written and communication skills
  • Ability to interact with a diverse group and resolve conflict

Benefits : At inVentiv health, we believe in providing an environment and culture in which Our People can thrive, develop and advance. We reward and recognize our people by providing valuable benefits and a quality of life balance.

EOE: inVentiv health & its Clients are equal opportunity employers and are committed to employing a diverse workforce.

Years Exp