On-Site Implementation Manager

Welcome to Clearway Health- a recognized Great Place to Work and destination organization! We arean award-winning culture where talented people are respected, informed, engaged, empowered, developed - and where they want to grow and make a difference. We offer a wide range of benefits, perks and wellness programs in addition to continuous learning opportunities to help you grow. At Clearway Health, diversity, equity, inclusion and belonging are an essential part of our business and workplace culture. Clearway Health emerged as a solution from Boston Medical Center to improve access to care, provide personal support and manage the complex specialty medication needs of vulnerable patients and their families. We partner with hospitals, health systems and the communities they care for to accelerate their specialty pharmacy programs. AtClearwayHealth, we take great pride in our High Five! Values to provide best in class experiences for ouremployees, ourclients and their patients. We welcome you to follow us on LinkedIn where you can also learn more about ourcompany, culture,people, andcareers.

POSITION SUMMARY:

Clearway Health (CH) is a fast growing, health system-based service provider. We help other health systems build, develop, and operate their own specialty pharmacy program aimed at providing exceptional patient care and outcomes while delivering significant financial results. Our partnership model assists with all aspects of specialty pharmacy program development (including embedding pharmacy resources directly within your clinics), leveraging our deep expertise acquired from directly operating within an academic health system and health plan.

The Onsite Implementation Specialist Team Manager (Team Manager) will be responsible for successful client implementation of specialty pharmacy services and optimization onsite during the course of implementation along with a clean and consistent hand off to the permanent onsite team Pharmacy Director, onsite team and the Clearway Health Client Success team.

This role will also be focused on setting the direction for the onsite Implementation Specialist Team along with guiding growth and development of the members of this team. The Team Manager will listen, present and advocate for the Clearway Health program with client Pharmacy Leaders, they will also work with the clinical team (physicians, nurses, clinical staff) along with pharmacy team members, to provide integrated support to patients and pharmacists as a 'hands-on" approach to total quality patient care. This person will also work closely with patients to deliver a full continuum of medication adherence support by utilizing various tools and applications. Responsible for managing and growing an existing client base as well as meeting all goals and enrollment metrics throughout the course of implementation.

**This position may require up to 75% travel for the success of implementing new sites**

ESSENTIAL RESPONSIBILITIES / DUTIES:

The Onsite Implementation Specialist Team Manager will be responsible for:

Implementation & Change Management

• Lead and facilitate meetings that align with implementation plan and overall company goals as assigned by Senior Implementation Manager. This includes initial meetings with clinic and medical leadership and reoccurring change management meetings.
• Oversees the onsite implementation work stream and development of client specific and centralized processes for safe and efficient fulfillment of specialty pharmacy services.
• Work with Pharmacy leadership to establish individual performance goals. Responsible for the overall accountability of the advance team, ensuring staff are meeting monthly goals, annual growth, and annual targets.
• Monitor overall performance against goals. Plans, approves, and implements actions for the timely development and progress of Implementation Specialist Team.
• Accountable for overseeing and managing to meet implementation goals and targets.
• Adapt to varying communication to support details of the implementation to pharmacy and other health system leaders
• Identify key adherence influencers and work in teams to enhance these relationships and to develop leads, initiating relationships and effectively turning leads into active patient accounts.
• Encourage patients of specialty clinics to utilize Clearway Health pharmacy to fully benefit from its superior patient care services.
• Guide team in anticipating identifying obstacles to utilizing the services; understand and address both financial and healthcare needs of clients; promote ordering capabilities, features, benefits and services; listen to client's needs and expectations regarding their ordering preferences, establishing credibility and increasing treatment adherence rates.
• Identify technical and operational barriers inhibiting growth of CH services and escalate as needed.
• Advise and develop on the refinement of workflows and processes post launch to help clients and clinic teams deliver CH Specialty pharmacy experience to patients.
• Identify root causes of issues; takes the lead to design new processes and quality improvements while fostering a positive work environment onsite.
• Oversee knowledge transfer and a smooth transition post implementation to Site Manager/Director.

Team Leadership

• Cultivates leadership and coaching skills by training, mentoring and providing support to assigned Implementation Specialist team and pharmacy support staff; provides team development, skills, and responsibilities, including but not limited to:
• Developing unit goals that are aligned with the department/corporate goals.
• Monitoring productivity and performance to identify and evaluating program metrics, strengths and training opportunities in relation to operational effectiveness. Report on metrics as outlined by management and departmental leadership.
• Encourages staff and personally advances professional growth and development through participation in educational programs and workshops and maintaining knowledge of industry standards and practices.
• Contributes to and participates in the development, implementation and revision of policies affecting overall operations, quality of care and patient satisfaction.
• Instills a commitment to quality and excellence.
• Handle all escalated patient related questions, problems and complaints. Reviews and resolves all issues to ensure compliance and satisfaction of legal requirements, company objectives and customer satisfaction. May step into pharmacy workflows as necessary to support Implementation Specialist Team or Client Pharmacy Staff.
• Identify root causes of issues; takes the lead to design new processes and quality improvements.

(The above statements in this job description are intended to depict the general nature and level of work assigned to the employee(s) in this job. The above is not intended to represent an exhaustive list of accountable duties and responsibilities required).

JOB REQUIREMENTS:

• Travel required = 75%

EDUCATION:

• HS Diploma or G.E.D. required
• BA preferred

CERTIFICATES, LICENSES, REGISTRATIONS REQUIRED:

• Must be currently registered as a Pharmacy Technician with the Board of Pharmacy in the state of residence of the client.
• Must have current active National Certification verified by PTCB or ExCPT.

EXPERIENCE:

• Requires at least 6 years of pharmacy experience (as a technician, buyer, or leadership role, etc.), with demonstrated leadership skills.
• Additional experience including direct supervision of employees is preferred and highly desired.
• Experience in a hospital setting in a pharmacy department preferred.

KNOWLEDGE AND SKILLS:

• General understanding of the healthcare industry, pharmaceutical trends, market dynamics, competitors and FDA regulations.
• Excellent English oral and written communication skills required; as well as ability to communicate professionally over the phone.
• Excellent interpersonal skills to provide superb personalized customer service and to instill confidence and to advocate for patients; ability to explain required information to customers in a comprehensible manner.
• Demonstrated success in persuasion, influence and negotiation skills.
• Other professional skills and qualities: organized, strong attention to detail, ability to self-direct through multitasking and prioritizing, dependable, empathetic, focused on quality service, goal oriented.
• Cultural sensitivity, understanding, and comfort with a wide range of social, racial and ethnic populations.
• Must practice discretion and confidentiality as position deals with highly sensitive and private data.
• Ability to understand, explain, and actively promote the company's objectives through direct coordination and commitment to the program's goals.
• Ability to be self-directed, multi-task, prioritize essential duties and meet deadlines.
• Flexibility to adapt to changes in the departmental needs including but not limited to: offering assistance to other team members, adjusting assignments, etc.
• Highly proficient in Microsoft Office particularly Excel, Word, and Outlook. Ability to quickly learn other relevant applications that support management of patient care and assigned responsibilities; and ability to extract necessary information.

Additional preferred qualifications:

• Knowledge of transplant, hepatitis C, infectious diseases (including HIV), oncology and/or other specialty medication therapies preferred.
• Bilingual or multi-lingual skills (beyond that of English) appropriate to the patient population served is a plus.
• Experience with submission of prior authorization requests to third party payors
• Familiarity with 340B drug program and ACO hospital models.
• Knowledge of QS1/NRx, EPIC, Salesforce, Navinet or other pharmacy and/or EMR systems