[Remote] Lead, Program Management
Note: The job is a remote job and is open to candidates in USA. EVERSANA is a global company committed to creating a healthier world through next-generation commercialization services for the life sciences industry. The Program Management Lead serves as a subject matter expert, providing training and support to the team while ensuring program goals and performance indicators are met.
Responsibilities
- Act as a SME providing leadership support according to business rules of assigned program
- Provide on-the-job training to new and existing team members in partnership
- Resolve escalated customer issues
- Assist with agent task assignment in Supervisor’s absence
- Other tasks and projects as assigned
- Manage regular communication with the client dependent on program
- Ensure adherence and compliance to program SOPs and business rules, policies and procedures
- Assist in developing work processes, SOPs, and training materials
- Measure and maintain performance against standards
- Assist IT with testing of program enhancements
- Focus on results in a professional, ethical, and responsible manner when dealing with customers, vendors, team members, and others
- Accept being accountable and responsible in work practices and expectations. Delivers what is promised
- Foster a collaborative, team-oriented attitude. Communicates effectively with others with clarity and transparency
- Uses innovative critical and creative thinking to evaluate and solve work and customer issues
- Seeks assistance in solving work problems through collaboration and information seeking
- Excellent attendance
- Ability to effectively coach and develop associates with influence
Skills
- High School Diploma or GED and 6 years of experience or Associates Degree and 4 years of experience
- Experience above to include 2 years of call center/operations experience in a pharma or payer setting
- Experience to include 2 years of EVERSANA experience
- Excellent oral, written, and interpersonal communication skills, with ability to interact with a diverse group
- Strong presentation and training skills
- Strong organizational skills with ability to handle multiple tasks and solve complex problems
- Highly customer focused
- Ability to obtain a pharmacy technician registration
- Knowledge of healthcare and/or pharmaceutical industry
- Strong computer skills with a working knowledge of Microsoft Word, Excel, and PowerPoint
- Medical billing and coding experience
Company Overview