Program Associate US & ReplenishRx

Key Duties and Responsibilities

• Manage the order fulfillment process for the delivery of material aid to partners in the ReplenishRx program and provide additional support for other U.S. partners/programs.
• Work with other program staff to schedule shipment activity based on geographic location and order preference.
• Aid partners with reporting and upload requirements and troubleshooting inventory.
• Ensure that technical assistance to partners is provided in a timely and helpful manner to assist with overcoming programmatic and technology difficulties.
• Serve as a point of contact for program related operational activities; answer, screen, and direct phone calls; respond to e-mail inquiries; field general inquiries from potential program participants; coordinate conference calls, appointments, meetings and site visits with internal and external participants.
• Determine eligibility for new partner applicants and maintain partner accounts in Direct Relief Customer Relationship Management system.
• Maintain manufacturer agreement compliance for annual partner re-qualifications including all documentation required for all license and registration verifications.
• Develop and provide training on Direct Relief’s ordering platform, reporting, and inventory management processes to new partners and new partner staff.
• Assist with improving donor reporting (monthly, quarterly, and annually), by extracting data from current systems, for donor retention and recruitment, and program compliance, using different qualitative and quantitative methods of data analysis.
• Utilize tools to solicit customer feedback to better inform Programs and Pharmacy.
• Report on monthly shipping analysis trends.
• Collaborate with the Quality and Partner Systems and Success team on developing standard operating procedures and documenting relevant processes.
• Collaborate with other teams as required.
• Collect, record, and communicate information to the partner network.
• Monitor medical supply inventory as it pertains to partner network.
• Foster relationships with healthcare companies, associations, advocacy groups, and institutions to advance programmatic initiatives.
• Represent Direct Relief at collaborative meetings, conferences, partner site visits, and other forums.
• Support various U.S. programmatic initiatives including but not limited to, Safety Net Support and other strategic programs.
• Perform other duties to support the overall growth and development of the organization.

Required Knowledge, Skills, and Abilities

• Bachelor’s degree or equivalent work experience
• Familiar with computers and standard software applications such as Microsoft Windows, Word, and Excel
• Proficient in Excel
• SAP or similar ERP/CRM systems preferred
• Multi-tasking skills and the ability to manage and prioritize multiple projects
• Able to provide a high level of customer service to our partners
• Able to work both under supervision and independently
• Strong communication skills, both written and oral
• Exceptionally motivated, organized and detail-oriented; team player with a willingness to help where required
• High degree of responsiveness
• Professionalism and discretion