Job Description
When you join the team as a Senior Program Manager, you'll have the opportunity to make a difference in the lives of our patients each day as they look to you as part of their dedicated support team for helping them navigate the tricky process to getting access to their complex medication. You will provide leadership to a team who will compassionately deliver an exceptional experience to many patients per day. You will also provide consultation to our clients as the program knowledge expert as you look for ways to optimize the impact of the program for continued patient support.
A typical day in the life of a Senior Program Manager will include the following:
Operational Program Management
- Understands client objectives and incorporates objectives into program service goals
- Ensures that PharmaCord executes program services in compliance with contracted service level
- Accountable for management of client service request queue (Both completion and work in progress)
- Responsible for the implementation and on-going management of client-specific business rules
- Proactively identifies opportunities for program improvements in scope of service and/or efficiency in the delivery of service
- Evaluates data and providing actionable insights that drive the Program forward consistent with client objectives
Financial
- Monitors and provides weekly updates on items impacting program financial forecast
- Prepares activity summary for the development and review of client monthly invoices
Team selection, hiring, training and development
- Identifies talent for open positions including development of internal candidates to prepare for promotional opportunities
- Partners with HR to ensure program staffing levels are achieved at all times
- Works proactively with Human Resources to develop a steady pipeline of candidates
- Drives training, development and retention of team
Client support
- Prepares, reviews, analyzes client specific operational results
- Primary responsibility for the preparation of client business review meetings with operational metrics and data insights
- Point of contact for program/operational queries and issue resolution
- Assures client reporting of Adverse Events/ Product Complaint received are reported in accordance with client work instructions
- All other duties as assigned
This job might be for you if you:
- Demonstrate critical thinking and complex problem-solving skills while managing operational challenges
- Able to engage and motivate a team by working with them directly or through the Program Supervisors (if applicable)
- You are tech savvy meaning you have exceptional ability to understand complex platforms, data and technical language
- You are analytical and you find joy in drawing actionable insights from program data and analytics
- You take initiative and show commitment to team and organizational goals
- You are in tune with your emotional intelligence (ability to recognize emotions and their effects)
- Able to manage disruptive impulses and handle potentially stressful interactions
- Able to manage a large team that may include multiple Supervisors
- You are a skilled multi-tasker where you can successfully manage multiple competing priorities
- Accepts accountability for personal and team performance; acts with integrity
- Adaptable and handles change with flexibility
- Innovative and open to innovative ideas
- Achievement driven; constantly striving to improve or to meet a standard of excellence
- Communicate clearly and articulately
- A positive attitude!
Requirements:
- 7+ years of experience in the healthcare industry is required
- Bachelor’s degree is strongly preferred; Master’s degree is preferred
- Previous personnel/team management experience is required, experience managing managers is a plus
- Knowledge of the specialty drug product marketplace, health insurance claims processing, and commercialization of products and working with manufacturers is a plus
- Previous experience leading customer service teams is a plus
- Bi-lingual in English and Spanish or Chinese/Mandarin is a plus
- We are located in Jeffersonville, IN. You must be willing to work in this location; PharmaCord does reimburse for tolls if applicable, at the frequent user rate. This rate is applied after 40 trips per month (valued at $678.60 per year)
Physical Demands, Work Schedule & Environment:
- While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to sit, use hands to type, handle or feel; and reach with hands and arms. The ability to type 35 WPM with 97% accuracy is required.
- Specific vision abilities required by this job include close vision requirements due to computer work. Light to moderate lifting may be required.
- Regular, predictable attendance is required; including quarter-driven hours as business demands dictate.
- This is an office-based position, the ability to sit for extended periods of time is necessary.
- Although very minimal, flexibility to travel as needed is preferred.
- This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, etc.
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