Lead, Program Management

At EVERSANA, we are proud to be certified as a Great Place to Work across the globe. We’re fueled by our vision to create a healthier world through next-generation commercialization services for the life sciences industry. Our global team of more than 7,000 employees serves over 650 clients, from innovative biotech start-ups to established pharmaceutical companies, helping bring innovative therapies to market and supporting the patients who depend on them.

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 program goals and key performance indicators are met, participate in special projects, and support the Supervisor.

Schedule

Must have open availability between 8:00 AM and 8:00 PM EST, based on program and business needs. Schedule may vary and will be assigned within the program operating hours. Weekend availability is required.

• Monday through Friday: 8:00 AM to 8:00 PM EST
• Saturday and Sunday: 9:00 AM to 5:00 PM EST

Responsibilities

• Act as a subject matter expert 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
• 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
• Focus on results in a professional, ethical, and responsible manner when dealing with customers, vendors, team members, and others
• Foster a collaborative, team-oriented attitude; communicate effectively with clarity and transparency
• Use innovative critical and creative thinking to evaluate and solve work and customer issues
• Seek assistance in solving work problems through collaboration and information seeking
• Demonstrate excellent attendance
• Effectively coach and develop associates with influence

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.

Requirements

• High School Diploma or GED and 6 years of experience, or Associates Degree and 4 years of experience
• Experience must include 2 years of call center/operations experience in a pharma or payer setting
• Experience must 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

The role is largely sedentary but requires standing and/or sitting for long periods (up to 90%), talking, hearing, typing, and engaging in repetitive motion. Occasional lifting and/or moving up to 25 pounds may be required. The employee may intermittently stoop, crouch, push, pull, or kneel. Specific vision abilities include close, distance, color, peripheral, depth perception, and the ability to adjust focus.

This role requires mental alertness, including the ability to communicate verbally and in writing, concentrate on tasks, remember and observe details, adjust to changes, handle stress and emotions, and think analytically. The work environment is a professional office setting with moderate noise levels, frequent interruptions, and multiple demands.

Pay

If this job posting includes a base salary range, it represents the low and high end of the salary range for this position in the U.S. Compensation will be determined based on relevant experience, other job-related qualifications/skills, and geographic location (to account for comparative cost of living). This role is eligible for hire in select U.S. locations based on business and operational considerations.