Support Operations Manager, Washington, District of Columbia

The Berkeley Research Group, LLC (BRG) Healthcare practice is ranked in the top 6 in the country by Modern Health Care. We provide financial and economic analysis of commercial contracts, health policy and provide litigation consulting services related to issues arising from contracts and transactions between healthcare entities and with the federal government. This position offers advancement opportunities within a rapidly growing expert services and consulting firm.

This role is situated within BRGs Health Analytics Practice and furthermore, within a segment of the practice that focuses and specializes in 340B, a drug purchasing program. The 340B practice has been steadily growing over the last 10 years and is now one of the larger practices within BRGs Health Analytics Practice. The Manager of Support Operations will serve as the voice of our end users on the 340B ESP platform and future products. This role will help to not only manage our customer support function, but will serve to build deeper relationships with our end users and help inform the product development priorities to ensure they are receiving the best experience. This role will also help to improve and streamline the operations of our customer facing interactions.

Responsibilities:

• Oversee a customer support team that is responsible for managing communications with 340B covered entities regarding their use of 340B ESP, a proprietary software platform, and compliance with manufacturers policies on contract pharmacy utilization. Most communications are via email & chat, paired with limited communications through our call center.
• Understand the details and nuances of pharmaceutical manufacturer policies to ensure the most efficient and effective support and communication management.
• Manage the escalation of priority customer tickets and issues for resolution
• Work directly with the team on a weekly basis to resolve and respond to customer inquiries.
• Support improved tracking and management of inbound communications related to the ESP platform, pharmaceutical manufacturers and other third parties.
• Enhance current support processes and workflows to ensure efficient and effective management of inbound communications and customer interactions across clients.
• Develop process manuals and materials that can be leveraged in supporting new client launches and onboarding to the platform.
• Oversee and guide the support team on responses on BAAs, Terms of Use and Security Assessments related to covered entities use of the platform.
• Develop and enhance 340B ESPs communications with covered entities by engaging with them directly to resolve issues and receive feedback.
• Help shape the development of 340B ESP based on covered entity feedback and engagement.
• Coordinate with other third parties who may be providing operational support to pharmaceutical manufacturers in effectuating their policies.

Basic Qualifications:

• Minimum 3 years of work experience within the 340B industry (TPA experience preferred)
• Minimum 3 years of work experience in a support center leadership or account management role in the healthcare industry
• Proficient in Microsoft Office, including PowerPoint, Excel, Word and Outlook
• Commitment to producing high quality work product with attention to detail
• Eager to learn and research new healthcare content
• Strong verbal and written communication skills
• Desire to work within a mostly virtual team environment
• Ability to travel up to twice per quarter for meetings, conferences, etc.

Salary Range: $110,000 - $130,000 per year.

Candidate must be able to submit verification of their legal right to work in the U.S., without company sponsorship.

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