Director, Clinical Engagement Center - Archimedes

The Director, Clinical Engagement Center is responsible for overseeing all telepharmacy and engagement operations assuring alignment with regulatory, client, and clinical requirements. Telepharmacy and health coaching activities focused on improving member health while providing an optimal member experience is key. Ability to develop clinical pathways aimed at improved health in a concierge-like environment to resolve pharmacy-related concerns is required. Additional focus on peer-to-peer engagement between healthcare professionals to improve prescribing practices and total cost of care will be a core function.

The Director, Clinical Engagement Center will be responsible for key performance indicators (KPI) including traditional call center metrics, financial, and clinical outcomes. Providing supervision and leadership to staff ensuring the optimal use of resources for daily operations and ensuring that staff manage calls in a professional caring manner focused on exceptional member/prescriber experience. The center will focus on excellence in telepharmacy in an atmosphere of continuous improvement.

How do I make an impact on my team?

In collaboration with leadership, determine Clinical Engagement Center operational and strategic direction.
• Recruit, maintain, and manage a high performing multi-disciplinary clinical engagement team consisting of pharmacists, nurses, health coaches and certified pharmacy technicians.
• Oversee the development of clinical pathways and call scripts with the team.
• Establish and monitor productivity, quality, and customer service standards for the team.
• Monitor, improve and report on key performance metrics on a daily, weekly, monthly, quarterly, and annual basis.
• Establish quality assurance protocols, including call-recording analysis, performance scorecards, and coaching feedback for team.
• Develop a full understanding of Navitus Clients' patient experience and how the engagement center contributes to improved health and wellness.
• Contribute valuable data insights and analysis for organizational strategic plans and reviews.
• Build relationships with Sales and Account management departments to understand fully client demand for telepharmacy services.
• Serve as first point of contact for technology concerns, as well as communication and implementation of processes within the call center (Email, Fax, Phone, Text, Cisco Contact Center, Call Recording, Voice Overs, etc.).
• Adhere to federal, state and local laws, compliance standards, and HIPAA regulations.
• Serve as first point of contact for staff for any escalated member concerns that arise on calls.
• Handle exceptions to routine clinical calls.
• In collaboration with Disaster recovery team, responsible for implementing the disaster recovery systems to ensure that service to members continues with minimum disruption when phone systems, electricity, and mainframe computers go down.
• Responsible for Clinical Engagement Center on-call rotation to serve as a resource for staff as needed.
• Responsible for Clinical Engagement Center forecasting and budget planning. Provides input into developing annual budget proposals.
• Organize and conduct staff meetings and serve as primary point of contact for clinical engagement center.
• Develops subject matter expertise in NCQA, etc. standards, and other regulations and guidance that will affect the CEC processes as required.
• Creates and maintains all policies and procedures related to engagement center activities.
• Conducts audits of processes to assure compliance.
• Participate in, adhere to, and support compliance, people and culture, and learning programs.
• Perform other duties as assigned.

What our team expects from you?

• Education: Bachelor of Science in Business, Healthcare, Nursing, or Pharmacy required. Advanced degree preferred.

• Experience:
  • Experience as a clinical call center lead preferred.
  • Experience as a member of a multi-disciplinary team preferred.
  • Professional PBM industry work experience preferred.
  • Knowledge of applicable data privacy practices and laws preferred.
  • Healthcare industry practices and HIPAA knowledge preferred.

What can you expect from Archimedes?

• Top of the industry benefits for Health, Dental, and Vision insurance
• 20 days paid time off
• 4 weeks paid parental leave
• 9 paid holidays
• 401K company match of up to 5% - No vesting requirement
• Adoption Assistance Program
• Flexible Spending Account
• Educational Assistance Plan and Professional Membership assistance