Job Details
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City Somerset
State New Jersey [NJ]
Zip 08873
Title Operations Manager Patient Outcomes
Job ID 42220
inVentiv Health, Inc. is a global provider of clinical, commercial and consulting services to the life sciences industry. inVentiv offers convergent services that accelerate the performance of companies working to improve human life. In 40 countries around the world, inVentiv’s 12,000 employees work with more than 550 pharmaceutical, biotech and device companies, as well as companies that see health as a central part of their mission. At inVentiv Health, you’ll discover different challenges every day, distinct opportunities to learn, and unique ways to make your mark. Our employees enjoy comprehensive benefits, a matching 401k, tuition reimbursement and more. Come join us in helping clients transform promising ideas into commercial reality. 

inVentiv Patient Access Solutions is a full-service patient access and reimbursement service provider, nationally recognized for its planning, content and process expertise in the design and management of compliant, streamlined reimbursement and patient assistance programs. inVentiv Patient Access Solutions is dedicated to delivering the highest quality, leading edge services so patients can experience the best possible medical outcomes.

Manage the day to day program activities and staffing within specific department. Act as point of contact between program and account management team regarding daily departmental functions.
Key Job Responsibilities:
(Duties may include, but not limited to all or some of the following)
·         Supervise and direct the activities of the staff
·         Measure and maintain performance against standards
·         Maintain program processes while continuously looking for design improvements to positively impact program profitability
·         Oversee the processing of applications
·         Insure adherence to and maintain the program SOPs and business rules
·         Ensure quality within department through call monitoring and application audits  
·         Provide training and ongoing performance feedback 
·         Oversee the interviewing and hiring of staff
·         Resolve personnel issues
·         Complete performance appraisals
·         Handle escalated calls into the program
·         Resolve client issues as relayed by account manager/director
·         Oversee daily staff coordination
·         Complete weekly/bi-weekly time sheets and distribution of checks, when applicable
·         Interact with distribution center
·         Run and validate all department reports (both internal and external)
·         Work closely with account manager/director on day-to-day program activities and client requests
·         Work directly IT/IS departments on program enhancements
·         Provide client support coverage during absence of account manager/director
·         Participate in salary and bonus administration
·         Interact as a team member within the iPAS and inVentiv Health team


  • Bachelor Degree or 3+ years of professional experience in customer service, pharmaceutical, medical, insurance, call center, or related field required
  • 2+ years Patient Services or managerial experience preferred
  • In depth knowledge of patient services programs
  • In depth knowledge of customer service operations
  • Extensive knowledge of iPAS computer programs 
  • Ability to hold team members accountable to operational standards
  • Strong interpersonal skills
  • Process oriented
  • Team focused
  • Customer focused
  • Ability to handle multiple tasks and solve complex problems
  • Strong Managerial skills and leadership
  • Strong organizational skills
  • Strong written and communication skills
  • Ability to interact with a diverse group and resolve conflict



  Benefits: At inVentiv health, we believe in providing an environment and culture in which Our People can thrive, develop and advance. We reward and recognize our people by providing valuable benefits and a quality of life balance.


  EOE: inVentiv health & its Clients are equal opportunity employers and are committed to employing a diverse workforce.

Years Exp 2-3
Position Type/Category Call Center/Customer Service
Minimum Education Level Bachelor's Degree
Employment/Job Type Full Time
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