Program Manager, Client Services

Primary Responsibilities

• Determine work procedures and expedites daily workflow of specific Client
• Schedule staff and make necessary changes to reduce overtime to limit company expenses
• Monitor and verify call center staff phone calls with patients, providers, and third-party payers
• Review accuracy on insurance and provider communication for faxing
• Address staff and customer questions and recommend corrective services
• Update SOPs per client request and/or change in protocol while maintaining version control
• Collect research and data to compile into reports and presentations
• Delegated to be the direct point of contact with client
• Provide product/service information to customers, providers, and fellow employees
• Provide key updates and quarterly business reviews for client
• Keep equipment operational by following established procedures and report malfunctions

  Additional Responsibilities

  • Updates job knowledge by participating in educational opportunities

  Required Qualifications

  • To be eligible for this position, you must reside in the same country where the job is located.
  • Bachelor’s Degree or equivalent combination of education and experience.
  • Five years of relevant work experience.
  • Call center management/supervisor experience.
  • Strong analytical mind with problem-solving aptitude.
  • Exceptional verbal and written communication skills.
  • Minimum 5-7 years of pharmacy, healthcare, or related work experience.
  • Data entry skills and ability to type 30wpm+.
  • Understanding of insurance and adjudication processes
  • Proficient in cross training in various departments, knowledge of interdepartmental coordination and communication procedures
  • 1-2 years of experience using IQVIA data and products preferred.

    Skills and Abilities

    • Understanding pharmacy and medical co-pay claims processing
    • Proficient in PC applications.
    • Business acumen (knowledge of the pharmaceutical industry, including the applications for IQVIA data)
    • Change management/process analysis skills.
    • Strong communication skills, including ability to train, present and deal tactfully with clients.
    • Project management experience in overseeing or contributing in difficult, multi-discipline projects Managerial skills, including a strong focus on team building.
    • Knowledge of IQVIA databases and report creation process.

      Pay

      The potential base pay range for this role, when annualized, is $66,500.00 - $166,200.00. The actual base pay offered may vary based on a number of factors including job-related qualifications such as knowledge, skills, education, and experience; location; and/or schedule (full or part-time). Dependent on the position offered, incentive plans, bonuses, and/or other forms of compensation may be offered, in addition to a range of health and welfare and/or other benefits.