Lead, Program Management

Company Description

At EVERSANA, we are proud to be certified as a Great Place to Work across the globe. We’re fueled by our vision to create a healthier world. How? Our global team of more than 7,000 employees is committed to creating and delivering next-generation commercialization services to the life sciences industry. We are grounded in our cultural beliefs and serve more than 650 clients ranging from innovative biotech start-ups to established pharmaceutical companies. Our products, services and solutions help bring innovative therapies to market and support the patients who depend on them. Our jobs, skills and talents are unique, but together we make an impact every day. Join us! 

Across our growing organization, we embrace diversity in backgrounds and experiences. Improving patient lives around the world is a priority, and we need people from all backgrounds and swaths of life to help build the future of the healthcare and the life sciences industry. We believe our people make all the difference in cultivating an inclusive culture that embraces our cultural beliefs. We are deliberate and self-reflective about the kind of team and culture we are building. We look for team members that are not only strong in their own aptitudes but also who care deeply about EVERSANA, our people, clients and most importantly, the patients we serve. We are EVERSANA.  

Job Description

Work Schedule / Availability Requirements

• Must have open availability between 8:00 AM and 8:00 PM EST, based on program and business needs.
• Schedule may vary and will be assigned within the program operating hours.
• Weekend availability is required. Candidates must be flexible and available to work shifts on both Saturdays and Sundays.
• Program Hours:
  • Monday through Friday: 8:00 AM to 8:00 PM EST
  •  
  • Saturday and Sunday: 9:00 AM to 5:00 PM EST

THE POSITION:
This Program Management Lead serves as a subject matter expert, conducts on the job training and assists the team with escalations.  They work closely with the supervisory team to ensure that program goals and key performance indicators are met.  Additionally, they participate in special projects and support the Supervisor. 

ESSENTIAL DUTIES AND RESPONSIBILITIES:
Our employees are tasked with delivering excellent business results through the efforts of their teams.  These results are achieved by:

• 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.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.

EXPECTIONS OF THE JOB:

• 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.
• Assist with agent task assignment in supervisor’s absence.
• 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

The above list reflects the general details necessary to describe the expectations of the position and shall not be construed as the only expectations that may be assigned for the position.

An individual in this position must be able to successfully perform the expectations listed above.

Qualifications

MINIMUM KNOWLEDGE, SKILLS AND ABILITIES:
The requirements listed below are representative of the experience, education, knowledge, skill and/or abilities required.

• 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.

PREFERRED QUALIFICATIONS:

• Medical billing and coding experience

WORKING ENVIRONMENT:

The requirements along with the work environment characteristics described here are representative of those an individual encounters while performing the essential functions of this position.

This is a largely sedentary role.  While performing the essential functions of this job the employee is regularly required to stand and/or sit for long period of time (up to 90%).  Additionally they are regularly required to talk or hear, type and engage in repetitive motion, reach and grasp; occasionally required to lift and/or move up to 25 pounds. The employee is intermittently required to stoop or crouch; push or pull; or kneel.  Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

This role requires mental alertness. The employee must regularly communicate both verbally and written; concentrate on tasks; and remember and observe details. The employee must frequently adjust to changes; handle stress and emotions; and think analytically.

This job operates in a professional office environment. This role routinely uses standard office equipment.

The noise level in the work environment is usually moderate, with frequent interruptions and multiple demands.

EVERSANA is committed to hiring and retaining a diverse workforce. We are an Equal Opportunity Employer, making decisions without regard to race, color, religion, sex, national origin, age, veteran status, disability, or any other protected class. Applicants must be able to pass a drug test and background investigation.

Additional Information

OUR CULTURAL BELIEFS

Patient Minded I act with the patient’s best interest in mind.

Client Delight I own every client experience and its impact on results.

Take Action I am empowered and hold myself accountable.

Embrace Diversity I create an environment of awareness and respect.

Grow Talent I own my development and invest in the development of others. 

Win Together I passionately connect with anyone, anywhere, anytime to achieve results.

Communication Matters I speak up to create transparent, thoughtful, and timely dialogue.

Always Innovate I am bold and creative in everything I do.

Our team is aware of recent fraudulent job offers in the market, misrepresenting EVERSANA. Recruitment fraud is a sophisticated scam commonly perpetrated through online services using fake websites, unsolicited e-mails, or even text messages claiming to be a legitimate company. Some of these scams request personal information and even payment for training or job application fees. Please know EVERSANA would never require personal information nor payment of any kind during the employment process. We respect the personal rights of all candidates looking to explore careers at EVERSANA.

EVERSANA is committed to providing competitive salaries and benefits for all employees. If this job posting includes a base salary range, it represents the low and high end of the salary range for this position and is not applicable to locations outside of the U.S.  Compensation will be determined based on relevant experience, other job-related qualifications/skills, and geographic location (to account for comparative cost of living). This role is eligible for hire in select U.S. locations based on business and operational considerations. For a full list of locations, visit eversana.com/careers. More information about EVERSANA’s benefits package can be found at eversana.com/careers. EVERSANA reserves the right to modify this base salary range and benefits at any time. 

From EVERSANA’s inception, Diversity, Equity & Inclusion have always been key to our success. We are an Equal Opportunity Employer, and our employees are people with different strengths, experiences, and backgrounds who share a passion for improving the lives of patients and leading innovation within the healthcare industry. Diversity not only includes race and gender identity, but also age, disability status, veteran status, sexual orientation, religion, and many other parts of one’s identity. All of our employees’ points of view are key to our success, and inclusion is everyone's responsibility.

Consistent with the Americans with Disabilities Act (ADA) and applicable state and local laws, it is the policy of EVERSANA to provide reasonable accommodation when requested by a qualified applicant or candidate with a disability, unless such accommodation would cause an undue hardship for EVERSANA. The policy regarding requests for reasonable accommodations applies to all aspects of the hiring process. If reasonable accommodation is needed to participate in the interview and hiring process, please contact us at applicantsupport@eversana.com.

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