Program Manager, Client Services
About The Position
As the only global provider of commercial solutions, IQVIA understands what it takes to deliver nationally and internationally. Our teams help biopharma, medical device and diagnostic companies get their therapies to the people who need them. We help customers gain insight and access to their markets and ultimately demonstrate their product’s value to payers, physicians and patients. A significant part of our business is acting as the company’s sales force to physicians or providing nurses to educate patients or prescribers. With the right experience, you can help deliver medical breakthroughs in the real world. The Program Manager manages the relationships with the manufacturer and Access or Affordability Support Services Division and supervises and coordinates daily workflow of staff within the specific manufacturer program. Additionally, this role provides strategic client management, coupled with virtual program call center oversight and management.
Requirements
- 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
Nice To Haves
- 1-2 years of experience using IQVIA data and products preferred.
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
- Updates job knowledge by participating in educational opportunities
Benefits
- Incentive plans, bonuses, and/or other forms of compensation may be offered
- Range of health and welfare and/or other benefits
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
