The Sr. Operations Manager, Healthcare Interaction Portal (HIP) performs a key role in supporting and directing the evolution of HIP Operations. The position is responsible for management and oversight of day to day operations, strategic recommendations and risk mitigation measures within a third-party service provider model.
Responsibilities will include but are not limited to:
Oversee Health Care Practitioners (HCP) onboarding, submission, approval, contracting and payment.
Train new and existing HIP users; both Submitters and Requesters of Services.
Oversee the calculation of daily and monthly metrics designed to reduce bottlenecks and monitor SLAs.
Responsible for leading both the Quarterly Task Force meetings as well as bi-annual Steering Committee meetings.
Support external users as well as HCPs whose services are engaged through the HIP portal.
Manage relationships and solutioning reporting requests and projects from Ethics and Compliance and Legal Affairs.
Manage all external vendors to ensure key project deliverables are completed on schedule and within budget.
Support strategic initiatives to transform the operations support model and achieve best in class practices.
Manage relationships with internal and external stakeholders as needed with the objective of providing exemplary customer service, optimizing transparency and reduction of cycle times.
Identify and implement process improvements to increase operations efficiencies and achieve best in class practices, while ensuring compliance with applicable Otsuka Policies
Provide customer-facing support such as strategizing system enhancements and increasing system automation.
Lead preparation and development of all HIP System-related enhancements in conjunction with HIP portal vendor; this includes development, review, and approval of: SOWs and Business Requirements Documents.
Key Job Responsibilities
Daily Operations Support
Ensure efficient and compliant operations
Oversee HIP Training initiatives
Establish, monitor, review, and report SLAs and key metrics
Lead/Coordinate periodic HIP meetings with Stakeholders and Senior Mgmt.
Lead/Coordinate responses from users, stakeholders, and Senior Management
Manage external HIP Vendors
Develop strategies to drive improvement. Examples include Technical Roadmap
Benchmark best-in-class organizations and implement effective programs
Process Evaluation/ Improvement
Conduct Process Map evaluations of key business processes
Identify key measures on the effectiveness of the process
Determine cost savings opportunities
Identify key bottlenecks and areas of opportunity
Identify existing and potential risks to compliance.
Work with business process owners to implement improvements and track progress
Knowledge, Skills, Competencies, Education, and Experience
Bachelor's degree (preference in Finance or Engineering discipline)
Preferred Education / Certifications
MBA or Advanced Degree
PMP (Project Manager) Certification
Six Sigma Certification or other formal process-related training
Minimum 5 years' relevant work experience with Health Care Providers in the Life Sciences Industry
Proven and demonstrated experience with process improvement
Excellent analytical and problem-solving skills with the capability to process a high amount of data to drive business strategies and decisions.
Strong leadership, organizational, stakeholder management and oral/written communication skills, and the ability to thrive as part of a global team.
Experience managing a team of direct reports is preferred.
Experience in managing relationships with outside service providers, including running reports and monitoring vendor performance using data and metrics is required.
Strong customer service background including excellent interpersonal skills, aptitude, problem-solving ability, analytical skills and attention to details are required.
Experience with Sunshine Reporting and controls is preferred.
Project management principles
Knowledge and experience in the HealthCare Providers environment
Knowledge and experience in Six Sigma/Lean methodologies
Travel (approximately 20% )
This job description is intended to describe the general nature and level of the work being performed by the people assigned to this position. It is not intended to include every job duty and responsibility specific to the position. Otsuka reserves the right to amend and change responsibilities to meet business and organizational needs as necessary.
Otsuka is an equal opportunity employer. All qualified applicants are encouraged to apply and will receive consideration for employment without regard to their protected veteran or disabled status, or any protected status.
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