Apply on Employer Site

Chemistry Rx Compounding and Specialty Pharmacy · 1 week ago

Patient & Provider Experience Operations Manager

Folcroft, PA

Full-time

Onsite

Mid, Senior Level

3+ years exp

Chemistry Rx is seeking a Patient & Provider Experience Operations Manager to join their data team. This role oversees day-to-day patient support operations and manages the team responsible for handling inquiries, complaints, and escalations across all pharmacy locations, ensuring high standards of service and compliance with regulations.

Health CareMedicalPharmaceuticalTherapeutics

Responsibilities

Serve as the primary escalation point for patient concerns, complex issues, and service failures

Investigate and resolve patient complaints, working cross-functionally with Pharmacy, Operations, and Compliance

Ensure all escalations are thoroughly documented and handled in accordance with HIPAA and state regulations

Maintain service-level expectations for response time, resolution time, and communication quality

Own patient and provider satisfaction measurement, including surveys, feedback collection, and qualitative outreach

Analyze satisfaction data and feedback trends to identify recurring issues, risks, and improvement opportunities

Partner with Operations, Pharmacy, and Leadership to translate feedback into actionable process, service, or communication improvements

Develop and monitor key experience metrics (e.g., satisfaction scores, complaint trends, resolution quality)

Provide regular insights and reporting to leadership on patient and provider experience trends and outcomes

Oversee daily workload distribution, queue management, and call/email handling expectations

Monitor team performance metrics and take action to address service gaps or recurring issues

Maintain coverage plans and ensure consistent service during peak times, staffing shortages, or high-volume periods

Coordinate closely with the VP of Operations at each pharmacy site to troubleshoot recurring issues, address process gaps, and ensure seamless patient experience across locations

Support interdepartmental alignment by communicating trends, bottlenecks, or operational challenges impacting patient service

Work closely with Pharmacists, Technicians, Operations, Shipping, and Billing teams to troubleshoot issues

Coordinate with Licensing and Compliance when patient concerns relate to regulatory matters

Provide leadership with insights from patient feedback to drive service, process, and product improvements

Identify patterns in patient complaints or service breakdowns and work with Operations and Compliance to improve workflows

Maintain and update customer service SOPs, templates, scripts, and escalation paths

Share insights from patient interactions to inform continuous improvement initiatives across Pharmacy, Operations, and Fulfillment teams

Collaborate on new service initiatives aimed at improving patient satisfaction, retention, and communication clarity

Ensure all interactions adhere to HIPAA privacy rules and pharmacy-specific regulatory requirements

Maintain accurate records of escalations, resolutions, and follow-up actions

Assist in preparation for audits, board inspections, and quality reviews related to patient communications

Partner with Compliance on reporting any identified risks, patterns, or potential violations

Qualification

Customer service leadershipPharmacy operations knowledgeConflict-resolution skillsHIPAA complianceCommunication skillsEmpathyProfessionalismDiscretionPrioritize