Senior Program Lead, Client Services

CareTria•,

1d•$28 - $35•Onsite

About The Position

Accountable for managing multiple clients, acting as the primary client contact for ongoing business. The Senior Program Lead is focused on the on-going execution of client programs and partners with the Account Manager (AM) on implementation of new programs. The Senior Program Lead supports the Program Lead or serves as the day-to-day contact for all activities surrounding the scope of business with the client. In conjunction with the AM, responsible for leading the activities of the Program Lead, Support Associate & Sr. Support Associate for one or more client teams, and for overseeing client services activities according to the client business rules. The Senior Program Lead is also responsible for working with Client Services Management to ensure all actions performed by the client team are in compliance with the Prescription Drug Marketing Act regulations (PDMA), internal standard operating procedures, and client-specific business rules.

Requirements

Associate’s or Bachelor’s Degree, preferred, however, equivalent certificate training or experience may be considered.
Three - five years’ experience in customer service environment, with demonstrated success in implementing projects and interacting and collaborating with internal and external stakeholders.
Demonstrated ability to lead projects independently.
Ability to lead trainings and meetings, as needed.
Ability to multitask across various clients and programs.
Ability to proactively troubleshoot and identify potential business and system challenges, and present suggested resolutions.
Strong working knowledge of Microsoft Outlook, Microsoft Word and PowerPoint, advanced knowledge of Microsoft Excel (Pivot Tables Charts, Graphs, etc.).
Quick learner with strong systems aptitude
Customer experience focus
Strong interpersonal communication and writing skills.
Strong organization and, analytical skills,
Demonstrate team building skills
Effectively communicate to provide solutions for clients to achieve client and company objectives.
Strong time-management and prioritization skills
Punctual, dependable with a positive attitude
Ability to use sound judgment and maintain professionalism in a deadline-driven environment.

Responsibilities

Accountable for executing new and existing programs to completion.
Facilitates program setup by determining the correct operational flow and responsibility.
Lead the setting up/launching of new services/programs.
Ensure team is performing ongoing reviews of business rules and trackers to identify and correct inaccuracies and close gaps in program(s)
Manage the daily review of dashboards, reports and file uploads for trends to ensure assigned programs are performing as expected
Own the tracking of program progress by conducting internal team meetings and monitoring operational area progress.
Prepare work orders and/or review work orders prepared by the team.
Respond to client escalations as necessary and support the team in preparing client responses and next steps.
Ensure timely responses by team to inquiries and requests via inbound phone calls, voice messages, and email messages from Client, Sales Representatives, Home Office and internal stakeholders.
Accountable for the accurate review and approval of financial details and requirements. This includes but is not limited to monthly invoice review, ongoing budget adherence, etc.
Demonstrate Subject Matter Expertise across department by providing operational guidance and by sharing knowledge to Program Leads and Support Associates within Client Operations.
Also responsible for Program Lead responsibilities