KPH Healthcare Services

  • Director of Service Delivery

    Job Locations US-NY-Syracuse
    Posted Date 6 months ago(12/21/2018 2:08 PM)
    Requisition ID
    # of Openings
  • Overview

    Scope of Responsibilities:  General oversight responsibility of national service delivery of Noble Health Services facilities. Responsible for training and development of subordinate staff, estimating personnel needs, assigning work, meeting completion dates, interpreting and ensuring consistent application of organizational policies.


    Job Summary: Oversee national Noble service operations to customers, providers, and manufacturers to expand the business, protect the assets of the company, and ensure future growth by meeting and exceeding goals. Responsible for supporting development of business plan and the deliverance of that plan.


    Job Duties:

    • Oversee national customer service and call center operations across multiple locations. Oversee personnel development and budgetary performance of Noble Health Services including all employees and supervisors of the Patient Care Advocate, Patient Benefit Specialist, and Hub Services Departments.
    • Recruit and develop professional staff and key facility management personnel.
    • Responsible for operational oversight of the Quality Management Committee and accreditation compliance efforts with URAC, ACHC, CPPA, VIPPS, etc.
    • Develop and enhance organization’s policies and procedures in accordance with industry best practices, accreditation requirements, and all applicable state and federal rules and regulations.
    • Responsible for the development and implementation of new training programs and in-services required to meet staff needs.
    • Responsible for the operational assessment, evaluation, and supporting the implementation of technologies needed to maximize efficiencies within supervised departments. Interface with MIS Department as required on maintenance of existing systems and any new enhancements.
    • Manage materials and supplies purchasing and price management with current and potential vendors.
    • Identify new products and services to increase efficiency and performance while reducing overall costs across the organization.
    • Assist with review of contracts and business proposals prior to submission to potential new clients, vendors, or partners.
    • Responsible for oversight of Hub Services compliance with manufacturer agreements and business relationships.
    • Primarily responsible for provision of specialty services to ProAct Members and Clients.
    • Respond to escalated customer comments and improve customer relations for front-end and call center operations.
    • Respond to emergency facility needs.
    • Interface with various auditors and outside agencies, as needed.
    • Responsible for completing all mandatory and regulatory training programs.
    • Perform other duties as assigned.



    • Minimum: BS Degree



    • Preferred: 5+ Years previous experience as a pharmacy operations manager or related management position within the industry.


    Special Conditions of Employment:

    • Criminal background check and/or drug test
    • Initial and continuous exclusion and sanction/disciplinary monitoring


    Job Requirements:

    • Extensive knowledge of the Specialty Pharmacy Industry
    • Extensive knowledge of current and potential markets


    Required Training:

    • HIPPA Privacy Course
    • HIPPA Security Course
    • Fraud, Waste, and Abuse Course


    Job Skills Required:

    • Strong communication skills including negotiating abilities


    Management Skills Required:

    • Customer Service: Must provide timely and accurate responses to all business associates and customers
    • Planning: Must develop effective plans, objectives and goals that achieve desired results in a timely manner
    • Organization: Must organize work in a systematic way, establish clear lines of responsibility, and delegate effectively
    • Communication: Must write and speak clearly and effectively at all levels, listen and be attentive to others
    • Decision Making: Gather, analyze data and make and/or implement effective decisions in a timely manner
    • Technology: Must use technology to its fullest potential to achieve department and corporate goals


    Leadership Skills Required:

    • Leadership: Gains acceptance of ideas and accomplishes goals through subordinates, peers and teams
    • Personnel Development: Selects, trains, coaches and develops associates and teams for peak performance
    • Team Work: Must strengthen team performance by sharing information, establishing guidelines and celebrating success
    • Empowerment: Demonstrates positive and active ownership of one’s responsibilities and fosters the same in others
    • Employee Relations: Provides and solicits constructive feedback, evaluates performance and takes corrective action


    Behavioral Traits:

    • Intuitive/Open minded: Must be able to see opportunities, develop and implement creative solutions to complex problems
    • Achievement Drive/Commitment: Driven to achieve goals, objectives and results. Fosters a culture of continuous improvement
    • Positive/Supportive: Inspires and shows faith in others, builds a positive and supportive work environment
    • Flexibility: Ability to adapt to changing business needs. To balance multiple priorities and deliver under pressure


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