Manager, Drug Diversion Monitoring Services

Description
Come join a winning team! Here at Imprivata, you'll see a dedicated group of professionals who care about improving healthcare. Our team thrives on collaboration and sharing ideas, whether in a cross-functional meeting or at one of our virtual team-building events.
While we're diverse in our backgrounds and skills, we have much in common. A passion for our mission. A strong sense of integrity. A belief that we're making a positive impact and a commitment to having fun.
We are seeking a Manager, Drug Diversion Monitoring Services to join our team. This is a hybrid opportunity based out of our Tampa, FL; Waltham, MA or Austin, TX office.
Job Summary
As the Manager of Drug Diversion Monitoring Managed Services, your primary job functions are to ensure the operational readiness and continued adoption and growth of the Drug Diversion Monitoring services program. This role will establish, maintain, track and report key performance indicators for the team, ensure efficient processes for services delivery, and define and maintain adoption of best practices across the team, while functioning in compliance with all regulatory requirements at all times. This role will be accountable for the ongoing health and scalability of the Drug Diversion Monitoring business, the team primarily supporting it, and your team's effective collaborations with other internal and external groups responsible for customer success. This role will also be responsible for sustaining the overall satisfaction, growth and development of team members reporting to you.
Duties and Responsibilities

• Developing long-term growth and scalability strategies to be able to service a rapidly-growing portfolio of customers
• Owning the tracking and reporting of key performance indicators for the team's operations and productivity, and making data-driven management decisions
• Joining the Imprivata Managed Services management team, supporting our core mission to create Customers For Life, and contributing the continuous improvement of our management toolkit, processes, and best practices
• Developing new and enhancing existing training programs for team members and direct reports
• Creating an inspiring team environment that cultivates unity, collaboration, positivity, teamwork, and a focused dedication to customer service
• Guiding and support team members' personalized plans for career progression and growth
• Handling customer escalations when needed, and resolving issues in a manner that balances accordance with operating standards and contract terms with long-term value creation and customer relationships
• Supporting with your experience the team-wide deepening of expertise in in-hospital drug dispensing, wasting, and diversion-prevention workflows and policies; support knowledge and skills development by team members that enable their effective use of our applications and data, identify and remediate skills gaps on the team
• Maintain expert knowledge of relevant federal, state, and organizational (DEA, FDA, Department of Health, Boards of Pharmacy, Nursing, Medicine, and The Joint Commission/TJC) regulations relating to controlled substance management and diversion activities
• Other duties as assigned and required

Required Qualifications

• Bachelor's degree required in Public Health, Healthcare Administration, Information Systems, or Business Analytics
• Experience as a Manager or Team Lead in a healthcare technology setting
• Knowledge of HIPAA, HITECH, GDPR, and DEA/State EPCS regulations required
• Prior experience with Imprivata solutions or relevant healthcare information technology required
• Experience with Microsoft Windows, Office365, Salesforce required
• Prior experience providing professional services to healthcare customers required
• Project management and professional certifications experience a plus
• Track record of providing consistently high service quality and results, as measured by customer satisfaction scores, services renewals rates, and/or adherence to contractual SLAs
• Experience in conducting drug diversion prevention, incident investigations and investigative report processing
• Familiarity with TJC Medication Management Standards; DEA, FDA, and EPA regulations; federal and state medication handling and controlled substances regulations
• Knowledge of Medication Management systems and technologies, terminology and workflows relating to drug usage in hospital settings
• Experience analyzing and trending drug dispensing/medication management data
• Strong interpersonal, analytical, organizational, and problem-solving skills
• Excellent verbal and written skills, as well as leadership, organizational and time management, presentation, and independent problem-solving skills
• Attention to detail, strong work ethic and willingness to learn
• Ability to work under pressure and meet deadlines
• Self-motivated and positive customer service attitude, setting an example for all Managed Services team members
• High level of comfort working in complex customer environments and providing delivery that is consistently responsive and exceeds customer expectations
• Ability to guide the customer toward high-value business outcomes as relate to their investments in Imprivata solutions, while managing through technical details and organizational complexity

This position offers a total compensation range of $130,000.00 to $165,000.00 (inclusive of base salary and variable compensation, such as bonuses and incentives). In addition, more information about Imprivata's benefit offerings can be found here. This range represents the high and low end of Imprivata's compensation range for this position. Actual compensation will vary and may be above or below the range based on various factors, such as a candidate's location, skills, experience, and qualifications.
At Imprivata, we have a top-notch work environment, developmental opportunities, a competitive total rewards package, and the desire to have fun. If you have the skills and qualifications as we have described above, we want to hear from you!
Imprivata provides equal employment opportunities, regardless of race, religion, age, sex, national origin, disability status, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
#LI-Hybrid #LI-ML1