Program Manager (call center operations)

AssistRx•Overland Park, KS

17d

About The Position

AssistRx has engineered the perfect blend of technology and talent (you) to provide life sciences companies with an efficient solution to improve patient uptake, visibility, and outcomes. Our talented team members provide therapy and healthcare system expertise to help patients achieve better results from care. A growing organization, AssistRx views our people as our strongest asset. Join us as we continue to make a difference.... Job Description: The purpose of the Program Manager is to serve Pharmaceutical Clients by planning and implementing program strategy and operations, improving systems and processes, and managing staff. The position requires strong leadership, coordination, scheduling, recruiting, communication, staff development, project leadership, and process re-design responsibilities, emphasizing excellence. Reports to Director, Pharmacy. Maintains and improves call center operations by monitoring system performance, identifying and resolving problems, preparing, and completing action plans. Establish, monitor, analyze and report on KPI’s related to effective patient access processes and initiatives as required by Client contract and Statement of Work Screening candidates, hires, leads, and develops departmental associates by communicating job expectations, planning, monitoring, appraising, and reviewing job contributions, enforcing policies and procedures. Works in partnership with the training department to create meaningful and measurable educational training curriculum, responsible for oversight and delivery of “on the spot training as needed” Maintains professional atmosphere among team members, respectful and transparent Accomplish organizational goals by accepting ownership of accomplishing new and different requests; exploring opportunities to add value to job accomplishments. Handles escalated calls, complaints, questions, and queries as necessary Collaborates with call center management staff to execute programs to facilitate conversion, compliance, and adherence Prepares agenda items and content for client meetings and quarterly reviews Additional responsibilities as needed based on department and program requirements

Requirements

Minimum 7 years of healthcare industry experience, including 3 years of management experience
Ability to manage others, both direct and indirect
Advanced problem-solving skills with the ability to work cross-functionally to resolve issues and generate results among potentially conflicting constituencies.
Skilled in the use of Microsoft Office and Team
Thorough understanding of business operations and processes required.
Excellent interpersonal skills and ability to influence.
High-level of confidence, integrity, enthusiasm, a personality that fits a fast-paced, energetic, and proactive organization.

Nice To Haves

Experience in Specialty or Mail Order Pharmacy (preferred).

Responsibilities

planning and implementing program strategy and operations
improving systems and processes
managing staff
maintaining and improving call center operations by monitoring system performance, identifying and resolving problems, preparing, and completing action plans
establishing, monitoring, analyzing and reporting on KPI’s related to effective patient access processes and initiatives as required by Client contract and Statement of Work
screening candidates, hires, leads, and develops departmental associates by communicating job expectations, planning, monitoring, appraising, and reviewing job contributions, enforcing policies and procedures
working in partnership with the training department to create meaningful and measurable educational training curriculum, responsible for oversight and delivery of “on the spot training as needed”
maintaining professional atmosphere among team members, respectful and transparent
accomplishing organizational goals by accepting ownership of accomplishing new and different requests; exploring opportunities to add value to job accomplishments
handling escalated calls, complaints, questions, and queries as necessary
collaborating with call center management staff to execute programs to facilitate conversion, compliance, and adherence
preparing agenda items and content for client meetings and quarterly reviews
additional responsibilities as needed based on department and program requirements