Manager, CAPS Center Operations

Reports to:
Director, CAPS Center Operations


The Manager, CAPS Center Operations is responsible for providing daily operations management and oversight for assigned client programs and/or any subset of a program. The position is directly accountable for ensuring all daily program operational objectives are achieved and that service level commitments are met. In addition, the Manager, CAPS Center Operations works with the Director, CAPS Center Operations and the Director, Client Solutions to ensure longer term client objectives are established and attained. The Manager is the secondary client relationship holder.


The Manager, CAPS Center Operations responsibilities include, but are not limited to the following:

  • Daily program operational management
    • Ensures that PharmaCord adheres to contracted service level
    • Accountable for client service request queue (Both completion and WIP)
    • Accountable for determining, training, managing and developing the program team members
    • Responsible for the implementation and on-going management of client specific business rules
    • Identification of opportunities for program improvements in scope of service and/or efficiency in the delivery of service
  • Financial
    • Monitor and provide weekly updates on items impacting program financial forecast
    • Preparation and review of monthly client billable items
  • Team hiring, development and training
    • Ensures program staffing levels are achieved at all times
    • Works proactively with Human Resources to develop a steady pipeline of candidates
    • Drives training, development and retention of team
  • Client support
    • Prepares, reviews, analyzes client specific operational results
    • Primary responsibility for preparation of client business review meetings with operational metrics and data
    • Point of contact for daily program/operational queries and issue resolution
  • Reporting of Adverse Events/ Product Complaint inquiries received in accordance with SOP and good manufacturer practices
  • All other duties as assigned


Critical Skills:

The candidate must possess the following:

  • Basic computer knowledge
  • Ability to multitask effectively
  • Ability to recognize emotions and their effects
  • Sureness about self-worth and capabilities
  • Manage disruptive impulses
  • Maintain standards of honesty and integrity
  • Take responsibility for performance
  • Be adaptable and handle change with flexibility
  • Be innovative and open to innovative ideas
  • Achievement driven; constant striving to improve or to meet a standard of excellence
  • Align with the goals of the group or organization
  • Ready to take initiative and act on opportunities
  • Be optimistic and pursue goals persistently despite obstacles and setbacks
  • Be service oriented and anticipate, recognize and meet needs of others, including patients
  • Communicate clearly and send clear messages
  • Develop others; sense what others need to progress and bolster their abilities
  • Leverage diversity by cultivating opportunities through diverse people
  • Understand others by discerning the feelings behind the needs and wants of others
  • Wield effective persuasion tactics
  • Inspire and guide groups and people
  • Initiate or manage change effectively
  • Understand, negotiate, and resolve disagreements
  • Nurture instrumental relationships
  • Collaboration and cooperation by working with others toward shared goals
  • Create group synergy in pursuing collective goals


Education and Experience:

  • Bachelor’s degree or (seven) 7 years’ experience in health care industry required
  • Previous personnel/team management experience required
  • Knowledge of the specialty drug product marketplace, health insurance claims processing, and commercialization of products and working with manufacturers is a plus
  • Bi-lingual in English and Spanish or Chinese/Mandarin is a plus


Physical Demands:

The candidate must possess the following abilities:

  • Ability to travel as needed
  • Ability to sit for extended periods of time


Any offer of employment is contingent on completion of a background check and drug screen to company standard.

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