Lead, Program Management

EVERSANA • Mason, OH

3d • Onsite

About The Position

THE POSITION : 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.

Requirements

• 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.

Nice To Haves

• Medical billing and coding experience

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.
• 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
• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees