Patient Order Management Manager

Overview:

Position Summary The Manager Order Operations is a leader within Commercial Operations responsible for overseeing team(s) within the order lifecycle: order intake, verification of benefits, prior authorization, record review, etc. Specifically, overseeing operational processes to ensure productivity, quality, staffing and delivering on expectations of patients and customers. Thia position will lead supervisors, but also build followership with individual contributors and be knowledgeable in revenue cycle management and order processing. Additionally, the Manager Order Operations will play a role in driving process improvements; optimizing order processes to enable growth and scalability.

Responsibilities:

Accountabilities & Responsibilities

Team Management:

• Manage an assigned team within the order lifecycle, promoting throughput, productivity, accuracy, and customer service.
• Utilize reporting and data to manage performance and throughput.
• Ability to identify payer trends through payer, provider, and field collaboration and have the ability to build foundational relationships within payer segments as a result to ensure appropriate product and relevant peer-reviewed research education
• Execute on department strategies to improve the end-to-end processes.
• Develop and lead a high-performing team(s) through hiring, development, coaching/feedback, performance management and retention.
• Develop and regularly assess key performance metrics (KPIs), reports, and dashboards to drive efficiency and deliver best-in-class service.
• Perform monthly, quarterly, and annual budget management reviews ensuring fiscal responsibility and achievement of budgetary goals.
• Develop and build structure within the teams to ensure scalability and growth.
• Support the growth and development of supervisors and staff, providing continual performance feedback and development opportunities, enabling career development, and improving the overall knowledge of order operations.
• Foster a diverse workplace, encouraging the sharing of talent, knowledge, and expertise for optimal results.

Project Management:

• Oversee and coordinate multiple department projects from initiation to closure, ensuring adherence to timelines, budgets, and quality standards.
• Collaborate with key stakeholders to define project scope, objectives, and success criteria to ensure alignment with Order Operation’s strategic goals.
• Monitor project progress through regular status updates, identifying potential roadblocks, and implementing corrective actions as needed.
• Act as the subject matter expert (SME) where appropriate to handle action items related to the project(s)
• Conduct post-project reviews, documenting lessons learned, and implementing process improvements for future projects.
• Participate in technology assessments to ensure successful operational implementations and leadership through change management

Continuous Improvement and Collaboration:

• Partner and collaborate with post-shipment operations to ensure a streamlined revenue cycle operation and clinician/payer experience from referral to cash
• Support the optimization of existing systems & technology to support an improved patient experience.
• Identify and implement process enhancements to streamline order operations, ensuring best-in-class service.
• Collaborate with cross-functional leaders/departments to implement process changes that enhance performance.
• Build collaborative relationships with key management leaders, fostering a peer support network.
• Implement and maintain a culture of continuous improvement in process and service.
• Ensure compliance with internal and external regulations, policies, and procedures.
• Other duties as assigned.

Qualifications:

Education & Experience

Required:

• Bachelor’s degree or equivalent work experience.
• 6+ years of progressive leadership in an operational environment preferably within the medical device industry.
• Experience in implementing and leading change management initiatives.
• Experience in management by metrics (KPIs).

Preferred:

• MBA or relevant advanced degree.
• Revenue Cycle Management experience.
• Experience in analysis using BI or other analysis tools.
• Previous experience leading departmental projects
• Process Lean/Six Sigma tools, training, and/or certification.

 

Knowledge & Skills

• Proven ability to inspire and lead teams towards achieving organizational goals.
• Strong leadership mindset with a focus on fostering a positive and collaborative team culture.
• Excellent customer service skills addressing the needs of both external and internal customers.
• Ability to build peer support and strong, collaborative internal-company relationships with key management leaders.
• Ability to use data and analysis to drive decision-making.
• Demonstrated understanding of operating a contact center, including managing production metrics, service levels, and customer experience.
• Creative and empathy-driven problem-solving skills to address complex operational challenges.
• Proven skills in conflict management, resolving issues within the team effectively.
• Ability to project a poised and confident demeanor, especially during stressful situations.
• Excellent communication skills in various contexts, both written and verbal.
• Ability to effectively communicate a point of view and provide feedback.
• Strong prioritization skills, ensuring tasks and initiatives align with organizational objectives.
• Proficient in presenting complex data in a clear and compelling manner.
• Ability to tell a story using data, translating analytical insights into actionable strategies.

 

Competencies

• Leadership: Inspires and leads a high-performing team to achieve organizational goals.
• Service Orientation: Focused on delivering outstanding customer service.
• Collaboration: Works effectively with cross-functional teams.
• Decision Making: Uses data and analysis to drive decision-making.
• Critical Thinking: Applies critical thinking skills to problem-solving.
• Conflict Management: Effectively manages conflicts within the team.
• Communication: Communicates effectively in various situations.
• Foster Continuous Improvement: Drives a culture of continuous improvement.
• Prioritization: Prioritizes tasks and initiatives effectively.

It is the policy of Tactile Medical to provide equal opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, Tactile Medical will provide reasonable accommodations for qualified individuals with disabilities.

Below is the starting salary range for this position, although offers may differ based on the candidate's location, job-specific knowledge, skills and experience.: $91,800 - $128,520 Additional benefits:: exempt - Our total compensation package includes medical, dental and vision benefits, retirement benefits, employee stock purchase plan, paid time off, parental leave, family medical leave, volunteer time off and additional leave programs, life insurance, disability coverage, and other life and work wellness benefits and discounts. Benefits may be subject to generally applicable eligibility, waiting period, contributions, and other requirements and conditions.