Supervisor, Program Management

EVERSANA•Chesterfield, MO

5d•Onsite

About The Position

The Supervisor is responsible for the day-to-day operations of a team, including hiring, planning and directing workflow, scheduling according to program needs, performance management, and team development. The Supervisor ensures compliance with key performance indicators and contractual obligations to support high customer and client satisfaction. The role partners with leadership to develop policies and procedures and identify operational improvements. The Supervisor leads, coaches, and develops team members; oversees employee issue resolution; and monitors performance against client contracts and customer satisfaction goals. The position also manages onboarding and training, staff scheduling, cross-training, escalations, and operational performance. The role requires adapting to a fast-paced environment, maintaining confidential information, making independent decisions, and meeting deadlines. The required schedule is Monday through Friday, 11:30 AM to 8:00 PM CST. This is a largely sedentary position in a professional office environment using standard office equipment. It involves extended periods standing and/or sitting, regular communication and repetitive motions, and occasional lifting or moving of up to 25 pounds. The work environment typically has moderate noise, frequent interruptions, and multiple demands.

Requirements

GED or high school diploma and 10 years of experience, or an associate degree and 8 years of experience.
Demonstrated proficiency in Microsoft Word, Excel, Outlook, and PowerPoint.
Experience with managed care, prescription benefits, medical billing, reimbursement, and/or pharmacy.
Strong written and verbal communication skills.
Advanced problem-solving skills and ability to perform detail-oriented work accurately.
Experience resolving challenging customer relations issues professionally.
Ability to work with multiple stakeholders in a fast-paced environment.
Ability to work flexible hours based on business needs.
Must be able to work Monday through Friday, 11:30 AM to 8:00 PM CST.
Must be able to pass a drug test and background investigation.

Nice To Haves

Bachelor’s degree, preferably in life sciences, pharmacy, or a business-related discipline.
Previous supervisory experience.
Experience with managed care, prescription benefits, reimbursement, medical billing, and/or pharmacy.

Responsibilities

Manage the day-to-day operations of the team.
Hire, plan and direct workflow, schedule staff according to program needs, and manage employee performance and development.
Set clear direction, plans, and measurable outcomes, and manage resources and work processes to accomplish team objectives.
Ensure onboarding and training on departmental policies and procedures, and identify and execute cross-training opportunities.
Coach and develop direct reports through team huddles and one-on-one meetings.
Supervise the team, promote a collaborative team environment, and ensure quality standards and compliance with policies, procedures, and applicable laws.
Oversee employee issue resolution and evaluate and coach performance.
Monitor key performance indicators to ensure client contract compliance and customer satisfaction.
Serve as an escalation point for customer complaints requiring a higher level of expertise.
Interface with clients regarding operational performance according to program needs.
Evaluate team efficiency, productivity, and accuracy, and implement improvements.
Work with leadership to develop policies and procedures and recommend operational improvements.
Promote effective teamwork across organizational levels and areas.
Maintain confidential information, make independent decisions, adapt to a fast-paced and changing environment, and meet deadlines.
Act as a backup for the team.
Perform other duties as assigned.