Program Manager

Harte Hanks

35d

About The Position

The Program Manager, Customer Care Healthcare position requires a highly detail oriented, accurate, customer service focused, organized individual who will be responsible for managing the day-to-day activity of high-profile customer accounts. This includes ensuring profitability of the programs, constant client interaction, growing the account and communicating directly with the management teams for inbound and outbound agents. The ideal candidate brings an entrepreneurial spirit, lots of ideas, and a positive attitude.

Requirements

Bachelor’s degree or equivalent experience
3-5 years of experience in operations, client service or account management for healthcare programs in a contact center environment
Must possess an active license to sell Health Insurance through your state of residence. Harte-Hanks will cover the cost of the reciprocity license, as needed.
Strong work ethic with a team player mentality
Ability to manage multiple projects in a fast-paced environment
Attitude and the aptitude to learn quickly
Solutions-oriented; always has solutions in mind when managing up
Strong organizational; project management; communication and presentation skills
Impeccable written and verbal communication skills
Highly proficient in Word, Excel, PowerPoint
3-5 years of experience directly managing teams
Ability to understand and translate client objectives into organizational, team, and individual goals
Superior coaching and communication skills to lead direct reports and engage peers
Strong relationship building skills

Responsibilities

Establish a trusted partner relationship with the client services team and the assigned client management teams
Daily tactical management of the account activity
Front line liaison between account management and operations
Provide clear and concise documentation of all tactical account management activity including daily, weekly and monthly metrics for the client
Monitor program activity to ensure processes, procedures and client commitments are being followed and achieved
Identify solutions for best practices, new technologies, and improved performance
Manage escalated issues from initial observation through communication of resolution
Coordinates with internal departments such as Operations, Training, Quality, and Work Force Management to meet client expectations and requirements
Present Quarterly Business Reviews to Harte Hanks and client senior staff members
Must have experience interacting/collaborating with BPO/vendors
Experience managing multiple accounts or complex accounts in the healthcare space