OnePoint Patient Care, LLC

  • Service Delivery Manager (full-time)

    Job Locations US-IL-Morton Grove
    Customer Service/Support
    Regular Full-Time
    Eligible for participation in: | - 401(k) | - Health Benefits | - Paid Time Off | - Paid Holidays
  • Overview

    OnePoint Patient Care’s Service Delivery Manager is an important customer-facing role within our organization.  The position is responsible for the day-to-day contact of our hospice partners with OnePoint.  The ability for OnePoint to handle “exceptions” is critical to our reputation in the market, and the Service Delivery Manager is the face of our company when it comes to managing many of these exceptions.  Service Delivery Managers must display strong customer service and technical skills that are in alignment with our company's philosophies and operational strategies.  Service Delivery Managers are required to develop, support and uphold our key operational standards of:


    • Business: Maintain a thorough knowledge of OnePoint Patient Care’s organizational structure, products, services, procedures, and processes.
    • Customer: Create strong customer relationships by consistently exceeding expectations.  The customer must always have a positive experience when dealing with the Service Delivery Manager.
    • Leadership: Communicate effectively.  Respond to input and listen to other people’s opinions.  Be accessible to both hospice customers and internal OnePoint team members.  Build essential work relationships with OnePoint subordinates, peers, superiors, and in some cases 3rd party vendors, to facilitate better service to our customers.  Work well across OnePoint business units to develop partnerships and meet goals.
    • Results: Take personal pride and responsibility for tasks and commitments. A commitment to integrity in the workplace is essential.  Drive on-time results by thoroughly planning and organizing activities.  Make timely decisions when issues arise and involve others in problem solving when necessary.  Manage potential issues and problems effectively and timely.


    Typical responsibilities of the Service Delivery Manager focus on educating OnePoint’s hospice partners regarding the following:

    • Ordering new prescriptions.
    • Admitting new patients.
    • Using OnePoint’s OneConnectPoint app/website and DoseSpot.
    • Reading and understanding OnePoint’s invoices and resolving billing disputes.
    • Transitioning a hospice partner from a former pharmacy provider to OnePoint.


    Other important responsibilities and requirements of the Service Delivery Manager are:

    • Anticipating potential problems and solving them before they become bigger issues.
    • Alerting the appropriate OnePoint personnel to potential problems the hospice might be experiencing with our service and following-through to ensure those problems are resolved to the satisfaction of our customers.
    • Fielding all hospice complaints, identifying where and why a service breakdown may have occurred, and implementing a workable process with OnePoint’s PBM, pharmacy, or delivery departments to fulfill the needs of the hospice.
    • Alerting OnePoint management regarding possible negative developments or trends with customers.
    • Communicating billing delinquencies to hospices and facilitating timely payments from hospices to OnePoint.
    • Demonstrating a core competence in researching and analyzing customer data and finding information in OnePoint’s pharmacy and PBM systems.
    • Utilizing OneConnectPoint and other reporting tools to provide business intelligence to partners
    • Giving presentations, both formal and informal, to hospice customers.


    In general, to be effective in this position one must be:

    • Highly organized
    • Attentive to detail
    • Committed to excellence
    • Self-motivated


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