Lead, Program Management

This is a fully remote position, open to applicants in Missouri.

📋 Description

• Act as a subject matter expert and provide leadership assistance in line with established program business rules.

• Facilitate on-the-job training for both new and current team members.

• Address and resolve escalated customer concerns.

• Support task assignments for agents in the absence of the Supervisor.

• Manage regular communication with clients based on the program requirements.

• Ensure compliance with program SOPs, business rules, policies, and procedures.

• Aid in the development of work processes, SOPs, and training materials.

• Evaluate and uphold performance standards.

• Collaborate with IT to test program enhancements.

• Assist the Supervisor and engage in special projects.

• Mentor and develop team associates.

• Deliver results in a professional, ethical, and responsible manner while promoting collaboration.

⛳️ Requirements

• High School Diploma or GED with 6 years of experience, or an Associate’s Degree with 4 years of experience.

• Minimum of 2 years of experience in a call center/operations environment within a pharmaceutical or payer setting.

• At least 2 years of experience with EVERSANA.

• Exceptional oral, written, and interpersonal communication abilities.

• Strong presentation and training capabilities.

• Excellent organizational skills with the ability to manage multiple tasks and address complex issues.

• Highly focused on customer satisfaction.

• Capability to obtain a pharmacy technician registration.

• Knowledgeable in the healthcare and/or pharmaceutical sector.

• Proficient with computers, including a working knowledge of Microsoft Word, Excel, and PowerPoint.

• Must pass a drug screening and background check.

• Preferred: experience in medical billing and coding.

• Availability between 8:00 AM and 8:00 PM EST, including weekends and shifts on Saturdays and Sundays.

🏝️ Benefits

• Competitive salary.

• Comprehensive benefits package.

• Reasonable accommodations for individuals with disabilities.

• A diverse and inclusive work environment.

• Opportunities for professional and talent development.