Program Associate, US & ReplenishRx

Direct Relief•Santa Barbara, CA

About The Position

Direct Relief is a medical aid nonprofit, active in all 50 states and more than 80 countries, with a mission to improve the health and lives of people affected by poverty or emergencies – without regard to politics, religion, or ability to pay. Since its founding in 1948 by refugees of WWII, Direct Relief has grown to become one of the country's most effective humanitarian assistance organizations. Its work earns broad recognition from independent charity rating agencies, including a 100% fundraising efficiency rating from Forbes, a top ranking by Charity Navigator, and a spot in Fast Company’s list of “the world’s most innovative nonprofits.” Direct Relief’s impact throughout the world is the result of its dedicated and compassionate people, each of whom plays a critical role in advancing the organization's mission. Summary: The Program Associate will manage the order fulfillment process and manage partner relationships in the U.S. and the ReplenishRx program. This role will work closely with the Senior Program Manager for ReplenishRx. The Program Associate will also work in collaboration with Direct Relief’s safety net partner network, nonprofit associations, healthcare manufacturers, and philanthropic institutions to help identify and advance the mobilization of resources to healthcare providers for their patients. The ReplenishRx Program is an innovative approach for the delivery of Patient Assistance Programs (PAPs) in the United States. This approach centers on a single-entry point for medications for eligible patients in Direct Relief’s network who lack health insurance. With its extensive experience in the distribution of pharmaceuticals, its existing network of over 1,600 clinics and health centers in the United States, and its compliance, quality, and audit procedures, ReplenishRx is Direct Relief’s entry point for clinics and health centers looking to access consistent support for their patients through pharmaceutical manufacturers donated medications.

Requirements

Bachelor’s degree or equivalent work experience
Familiar with computers and standard software applications such as Microsoft Windows, Word, and Excel.
Proficient in Excel.
Multi-tasking skills and the ability to manage and prioritize multiple projects
Able to provide a high level of customer service to our partners
Ability 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

Nice To Haves

SAP or similar ERP/CRM systems preferred.

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.
Assist 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.
Liaise with the Information Technologies, Quality, and Partner Systems and Success team to create and improve upon systems and processes for the Direct Relief online ordering platform, Customer Relationship Management database, and Business Intelligence reporting to optimize various workflows.
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.
Collaborate and support Emergency Responses activities.
Perform other duties to support the overall growth and development of the organization.