Lead, Program Management

About the role

This Program Management Lead serves as a subject matter expert, conducts on the job training and assists the team with escalations. They work closely with the supervisory team to ensure that program goals and key performance indicators are met. Additionally, they participate in special projects and support the Supervisor.

Responsibilities

• Act as a SME providing leadership support according to business rules of assigned program
• Provide on-the-job training to new and existing team members in partnership
• Resolve escalated customer issues
• Assist with agent task assignment in Supervisor's absence
• Other tasks and projects as assigned

Expectations of the job

• Manage regular communication with the client dependent on program
• Ensure adherence and compliance to program SOPs and business rules, policies and procedures
• Assist in developing work processes, SOPs, and training materials
• Measure and maintain performance against standards
• Assist IT with testing of program enhancements
• Assist with agent task assignment in supervisor's absence
• Focus on results in a professional, ethical, and responsible manner when dealing with customers, vendors, team members, and others
• Accept being accountable and responsible in work practices and expectations. Delivers what is promised
• Foster a collaborative, team-oriented attitude. Communicates effectively with others with clarity and transparency
• Uses innovative critical and creative thinking to evaluate and solve work and customer issues
• Seeks assistance in solving work problems through collaboration and information seeking
• Excellent attendance
• Ability to effectively coach and develop associates with influence

Qualifications

• High School Diploma or GED and 6 years of experience or Associates Degree and 4 years of experience
• Experience above to include 2 years of call center/operations experience in a pharma or payer setting
• Experience to include 2 years of EVERSANA experience
• Excellent oral, written, and interpersonal communication skills, with ability to interact with a diverse group
• Strong presentation and training skills
• Strong organizational skills with ability to handle multiple tasks and solve complex problems
• Highly customer focused
• Ability to obtain a pharmacy technician registration
• Knowledge of healthcare and/or pharmaceutical industry
• Strong computer skills with a working knowledge of Microsoft Word, Excel, and PowerPoint

Preferred qualifications

• Medical billing and coding experience

Working environment

This is a largely sedentary role. While performing the essential functions of this job the employee is regularly required to stand and/or sit for long period of time (up to 90%). Additionally they are regularly required to talk or hear, type and engage in repetitive motion, reach and grasp; occasionally required to lift and/or move up to 25 pounds. The employee is intermittently required to stoop or crouch; push or pull; or kneel. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus. This role requires mental alertness. The employee must regularly communicate both verbally and written; concentrate on tasks; and remember and observe details. The employee must frequently adjust to changes; handle stress and emotions; and think analytically. This job operates in a professional office environment. This role routinely uses standard office equipment. The noise level in the work environment is usually moderate, with frequent interruptions and multiple demands.