About PharmaForce

PharmaForce is a leading provider of innovative pharmacy solutions, specializing in 340B Third Party Administration (TPA) and Pharmacy Benefit Management (PBM) services. We leverage cutting-edge technology and industry expertise to help healthcare providers, payers, and patients navigate the complex landscape of pharmacy management. Our mission is to enhance patient care and access to medications by optimizing pharmacy programs across the spectrum. At PharmaForce, we foster a culture of innovation and collaboration, continuously striving to develop solutions that make healthcare more accessible and affordable for all.

Position Overview

The Support Operations Manager/Sr. Manager will lead and optimize the technical business operations supporting the organization’s 340B drug savings software. This role focuses on managing pharmacy gateway support, quality assurance for operational support cases, and overseeing the training and development of technical operations resources.

Key responsibilities include leveraging data to drive performance improvements, monitoring operational support queues, and ensuring adherence to service-level agreements (SLAs). The position also involves managing vendor relationships, pharmacy gateway onboarding, and requires expertise in split billing processes.

The ideal candidate will possess extensive 340B industry experience, technical expertise, and strategic problem-solving skills to streamline operations and maximize program efficiency and effectiveness.

Key Responsibilities Operations Support Management: Manage the daily support operations of the 340B drug savings program, ensuring operational efficiency and adherence to service-level agreements (SLAs). Service Level Management: Monitor operations support queues to ensure timely issue resolution. Track and enforce service-level agreements (SLAs) with internal teams and external partners. Proactively identify and address process bottlenecks to maintain performance standards Escalation and Incident Management:Oversee and resolve escalated support cases and incident responses, ensuring timely investigation, resolution, and communication with stakeholders. Gateway Processes: Manage and enhance pharmacy gateway onboarding and support, identifying opportunities for improvements, troubleshooting technical issues, and ensuring optimal system performance. Split Billing Processes: Oversee and optimize split billing support processes to ensure accurate claims processing and maximize program savings. Stakeholder Collaboration:Work closely with cross-functional teams, including technical support, technical operations, account management, product and development, and implementation to resolve support cases. Vendor and Partner Management:Establish and maintain strong relationships with pharmacy vendors, wholesalers, and consultants. Collaborate with third-party providers to monitor contract compliance, resolve issues, and implement updates. Data Analysis and Reporting:Analyze program performance metrics and leverage insights to improve operational outcomes. Training and Support: Provide technical guidance and training to staff involved in 340B operations support. Develop and deliver training and process resources to foster continuous improvement and operational excellence. Qualifications

Required

Minimum of 5 years of SaaS experience related to 340B programs. At least 2 years of experience working with pharmacy gateways. Familiarity with split billing processes and claims management. Demonstrated experience monitoring operational support queues and enforcing SLAs. Proven ability to manage vendor relationships and collaborate with external partners. Demonstrated experience in quality assurance, including process evaluations, issue identification, and implementation of corrective actions to maintain high standards of performance and compliance. Proven experience in process improvement, identifying opportunities to streamline workflows, enhance efficiency, and implement best practices.

Preferred

2+ years of consulting or program management experience related to 340B programs. ACE (Apexus Certified Expert) certification or equivalent credential, demonstrating advanced knowledge of 340B program compliance and operations. Experience in training and development, including creating and delivering training programs to enhance team expertise and performance. Key Competencies: Technical Expertise: In-depth knowledge of 340B program requirements, pharmacy gateways, split billing processes, and related technology platforms. Analytical Skills:Ability to analyze complex datasets, identify trends, and translate insights into actionable strategies. Communication: Strong written and verbal communication skills for effectively engaging internal teams, external partners, and senior leadership. Problem Solving: Proactive approach to identifying issues and implementing innovative solutions. Attention to Detail:High level of accuracy in compliance documentation, SLA tracking, and performance monitoring. Leadership:Proven ability to lead cross-functional teams, manage vendor relationships, and drive projects to completion. Adaptability:Ability to navigate a dynamic and evolving regulatory and technological landscape. Organizational Skills:Highly organized and capable of managing multiple priorities in a fast-paced environment. What We Offer

At PharmaForce, we value our employees and offer a comprehensive package to support your career growth and well-being:

Competitive salary commensurate with experience Comprehensive health, dental, and vision insurance 401(k) plan with company match Collaborative and innovative work environment Remote-friendly work environment Work Environment Location: Remote Travel: Minimal Schedule: Full-time How to Apply

Interested candidates should submit your resume to Careers@thepharmaforce.com with the subject line "Support Operations Manager - [Your Name]"

Equal Opportunity Employer

PharmaForce is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate on the basis of race, color, religion, gender, sexual orientation, national origin, age, disability, or any other protected characteristic.