Senior Manager, Membership Operations

🔥 14 hours ago

🇺🇸 United States – Remote

💵 $94.5k - $148.1k / year

⏰ Full Time

🟠 Senior

⚙️ Operations

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Cencora

WebsiteLinkedInAll Job Openings

10,000+ employees

💼 Consulting

📦 Logistics

🏥 Healthcare

Consulting • Logistics • Healthcare

Cencora is a company dedicated to improving the health and well-being of both people and animals globally. Built on the legacy of AmerisourceBergen, Cencora offers a wide range of industry-leading solutions that encompass specialty logistics, warehousing, drug research, clinical development support, and more. They provide commercialization and patient access support and offer wholesale and specialty distribution services. Cencora serves a diverse clientele, including pharmaceutical companies, physician practices, pharmacies, and health systems. The company also extends its services to animal health, managing operations and delivering products for animal pharmaceutical care. With a strong global footprint, Cencora aims to reshape healthcare delivery through innovative products and solutions, striving to create healthier futures for all.

📋 Description

• Lead, coach, and develop a team of five membership analysts • Set objectives, provide regular feedback, manage performance, and identify career development needs • Manage workload, prioritization, and team capacity to meet deadlines and service commitments • Report team performance, risks, and results to senior leadership and recommend solutions • Oversee ongoing review of post-onboarding membership data to detect discrepancies affecting member access • Direct root-cause analysis and remediation of data issues and prevent recurrence through process or control improvements • Serve as a key contact for pharma partners on membership processes • Resolve partner-raised issues and escalations and communicate process changes • Ensure contracts are reviewed from a membership perspective and identify potential redlines and approvals • Confirm product setup aligns with contract terms • Ensure contract logic and rules are accurately reflected in systems so eligibility is generated correctly • Oversee roster management and triage and resolution of internal and external membership questions • Manage queues to meet SLAs and route issues to appropriate internal teams • Define, track, and drive team KPIs, including SLA performance, data accuracy, and turnaround time • Oversee recurring and ad hoc membership reporting using data from multiple sources • Identify gaps and opportunities and design, document, and implement processes and tools that improve accuracy, efficiency, and partner experience • Anticipate emerging partner and business needs and plan the team's approach

🎯 Requirements

• Bachelor's degree in business administration, information management, data analytics, or a related field, or equivalent experience • 7+ years of experience in data analysis, data quality, membership or customer operations, or a related field • 3+ years of experience managing a team of analysts or similar professionals • Strong data analysis skills, including pulling and combining data from multiple sources and turning it into actionable insights • Working knowledge of relational databases and data models • Proficiency with SQL and reporting or BI tools • Experience managing queues and meeting SLAs • Experience driving performance through metrics • Excellent written and verbal communication skills, including working with external partners • Preferred: Master's degree in business administration or a related field • Preferred: Experience in pharmaceutical distribution, healthcare, or a contract/membership environment (e.g., GPO, 340B, or manufacturer-facing roles) • Preferred: Experience building or redesigning processes and documentation • Preferred: Certification in data governance, project management, or equivalent

🏖️ Benefits

• Medical, dental, and vision care • Backup dependent care • Adoption assistance • Infertility coverage • Family building support • Behavioral health solutions • Paid parental leave • Paid caregiver leave • Training programs • Professional development resources • Mentorship programs • Employee resource groups • Volunteer activities

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