Senior Manager, Operations

Job not on LinkedIn

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $130k - $165k / year

⏰ Full Time

🟠 Senior

⚙️ Operations

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Revelation Pharma

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2020

🏥 Healthcare

🏭 Manufacturing

💊 Pharmaceuticals

Healthcare • Manufacturing • Pharmaceuticals

Revelation Pharma is a national network of 503A and 503B compounding pharmacies dedicated to providing innovative and quality pharmacy preparations and services. They aim to lead the way in the compounding pharmacy industry, focusing on patient-centric care and exploring opportunities for growth and collaboration among pharmacies. Their mission includes a commitment to enhancing the pharmacy business and ensuring a seamless transition for those looking to sell or partner with reputable compounding pharmacies.

📋 Description

• Oversee patient support and pharmacy fulfillment operations for the Evergreen Telehealth platform • Own and maintain the patient support playbook, including SOPs, knowledge base articles, response templates, documentation standards, escalation criteria, and resolution workflows • Manage the patient support team and outsourced BPO partner, including hiring, onboarding, training, scheduling, coaching, quality assurance, and performance management • Coordinate administrative provider scheduling, coverage monitoring, capacity planning, demand forecasting, and provider onboarding logistics with the collaborating medical group • Administer support and CRM tooling, including queue design, tagging taxonomies, order-tracking integrations, and reporting dashboards • Manage outsourced support partner operations, business reviews, SLA and KPI monitoring, quality calibration, and issue resolution • Forecast support capacity and manage vendor staffing plans, seat, shift, and coverage changes • Oversee pharmacy order status tracking, shipment monitoring, exception handling, delay resolution, and proactive patient communication • Manage pharmacy partner relationships, SLA monitoring, performance reviews, issue logs, and corrective actions • Own escalation processes and route billing, technical, privacy, security, fraud, and clinical matters to appropriate owners • Define, track, and report KPIs including NPS, response time, resolution time, escalation rates, fulfillment turnaround, and on-time delivery • Conduct root cause analyses and drive process, tooling, and training improvements • Collaborate with product, engineering, compliance, clinical operations, and pharmacy partners • Partner with engineering on AI-assisted support, automated quality assurance, escalation handoffs, support metrics, and ticket taxonomies • Ensure compliance with HIPAA-appropriate privacy and security requirements and applicable regulations • Provide no clinical advice, clinical judgment, prescribing, dispensing decisions, or medication therapy recommendations

🎯 Requirements

• 5+ years of telehealth operations, customer experience, or support operations experience • 2+ years directly managing teams • Demonstrated experience building support playbooks, SOPs, and escalation frameworks from the ground up in a high-growth environment • Familiarity with pharmacy fulfillment, direct-to-patient logistics, or vendor/SLA management strongly preferred • Experience managing outsourced support vendors, including SLA monitoring, business reviews, and quality assurance calibration strongly preferred • Familiarity with AI-assisted support tooling a plus • Proficiency with modern support and CRM tooling • Comfort using data to manage performance • Working knowledge of HIPAA and handling protected health information in a patient-facing operations environment • Strong written and verbal communication skills • Calm, structured judgment in escalations • High empathy for patients • Bachelor’s degree required • Applicants must be authorized to work for any employer in the U.S. • Must be able to use a computer and related equipment • Ability to sit or stand for extended periods • Effective communication via video conference, telephone, and email • Capable of lifting up to 40 pounds as needed