Mentor Program Specialist

Omnicom Health•Williamsburg, VA

13h•Onsite

About The Position

The Mentor Program Specialist (MPS) is responsible for implementing all Mentor Program interactions including Mentor and Program Registrant relations. The Mentor Program Specialist will work in a fast-paced environment, meeting deadlines, multitasking, and coordinating with many divisions of Snow including Compliance, Analytics, Ambassador Managers, and Coaching and Training Specialists. The Mentor Program Specialist must also work closely with Account Team leads, Health Educators, and Mentors to address and meet the objectives of Snow’s clients relating to Mentor Program management. The Mentor Program Specialist serves as the direct point of contact for Mentors and oversees compliance adherence and Mentor communication skills training, coordinates schedules for Mentees/Mentors calls, completes post-call evaluations, maintains accurate reporting, and provides excellent customer service throughout the entire program process. A Mentor Program Specialist must have exceptional listening, communication, and organizational skills, and must be able to develop personal relationships with Mentors that convey compassion while maintaining professional boundaries. The Mentor Program Specialist will also be responsible for timely and thorough documentation for all Mentor communication and engagement. Snow’s business is centered around the patient journey, and the Mentor Program Specialist, like all positions at Snow, must be open, compassionate, and sensitive to the unique life experiences of these patients and caregivers. The Mentor Program Specialist must be able to incorporate the unique patient/caregiver experience into the strategies and solutions we provide to our clients.

Requirements

Ability to read and comprehend general documents relating to the pharmaceutical/biotechnology industry that include but are not limited to: medical education, medical periodicals, clinical trial data, package inserts, medical procedures, industry regulations, and reimbursement/tax guidelines.
Ability to prepare and present business reports and correspondence.
Demonstrated ability to effectively and professionally communicate with managers, clients, customers, Ambassadors, and the general public.
Exercise discretion and empathy as patients are living with chronic conditions.
Excellent computer skills in a Microsoft Windows environment to include: Word processing (Word), Spreadsheets (Excel), Presentation software (PowerPoint), Email (Outlook), Internet and World Wide Web.
Ability to comprehend and utilize basic mathematical skills as well as business statistics to include percentages, ratios, discounts, interest, commissions, and proportions.
Ability to identify and define problems while applying good problem-solving skills through collecting data, establishing facts, and drawing valid conclusions.
Ability to deal with a variety of concrete variables in situations where only limited standardization exists.
Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
Capable of applying industry benchmarks to create standardized practices.
Regularly required to stand, walk, sit, use hands (to finger, handle, or feel), reach with hands and arms, talk, and hear.
Occasionally lift and/or move up to 25 pounds.
Specific vision abilities required by this job include close vision, color vision, and ability to adjust focus.
Must be able to operate a motor vehicle.
Valid driver’s license.
Bachelor’s degree from a four-year college or university, or one to two years of related experience and/or training, or equivalent combination of education and experience preferred.

Nice To Haves

Fluency in a foreign language is a plus.

Responsibilities

Adhere to standard processes, demonstrate strong communication skills, and maintain excellent attention to detail
Display clear comprehension of legal and regulatory guidelines issued by the U.S. Food and Drug Administration (FDA) as they apply to the Mentor Programs
Understand pharmaceutical industry regulations (both current and expected changes)
Demonstrate a complete understanding of HIPAA privacy guidelines and maintain all documentation in accordance with these guidelines
Develop strong partnership with Compliance, Analytics, Ambassador Managers, and Coaching and Training Specialists to align on team processes, client initiatives, compliance regulations, and project management
Partner with Account Team on all Mentor engagement, training, and performance evaluation as well as identify and communicate any gaps (instances where additional mentors may need to be recruited to participate in the Mentor Program)
Identify and suggest methods to improve process and efficiency for the Mentor Programs
Analyze Mentor utilization needs to develop new initiatives or modify and improve existing initiatives in partnership with Account Teams to meet client objectives
Update standard operating procedures on a regular basis to reflect changes in brand initiatives, policies, and procedures, and ensure timely communication of these updates
Understand the disease category, special needs, and individual requirements associated with each category to become the expert on programs managed
Manage Mentor relationships and problem-solving with professionalism
Demonstrate empathy and compassion in all communications
Coordinate Mentor calls on behalf of Mentors/Mentees utilizing only approved email communications and/or scripts
Evaluate and understand Mentor’s strengths, experiences, and approved talking points to match appropriate Mentors with Mentees based on registration preferences
Manage post-call evaluations to understand Mentee satisfaction and call to action from the Mentor/Mentee connection
Partner with Ambassador Manager to ensure contractual obligations are fulfilled
Assist Account Team with any Mentor training
Facilitate expense process for Mentor calls
Communicate with Health Educators regarding registrations
Work closely with Coaching and Training Specialists to ensure proper communications and presentation skills coaching takes place
Evaluate Mentor performance to ensure compliance adherence, client objectives are met, and Mentee satisfaction is achieved
Understand all of the approved communications surrounding the Mentor Programs (e.g. availability, confirmations, reminders, evaluation), the timing of the various communications, and be knowledgeable about what materials are due to expire to ensure that only currently approved materials are in use, and any recommended improvements can be suggested in advance of reapprovals
Ensure all Mentor communications are documented in Salesforce (online data management platform)
Document Mentor utilization, Mentee registrations and call schedules, and post-call evaluations in Salesforce
Participate in extensive training on Adverse Event reporting
Ensure all Adverse Events are reported per client requirements
Work closely with Analytics to provide detailed reports on Mentor utilization and touch points
Coordinate with Ambassador Manager to ensure contracts are up to date and closely monitor expiration dates to ensure there is never a lapse
Utilize reports to check all data and documentation on registrations and call schedules, and ensure all tasks are completed timely and accurately
Periodically test and check that program elements are operating as expected (e.g. web registrations, flows, moderator and/or monitors assigned to calls as expected, check transcripts)