Cencora

Program Manager

• Ensure program is operating according to contractual obligation by providing day-to-day guidance to team members, monitoring compliance to program policies and procedures and turn-around times, and ensuring adherence to quality expectations.
• Develop and leverage incentive plans and engagement activities to drive performance and morale on the team.
• Managing the program team members to ensure successful delivery of services.
• Develop daily work schedules and monitor attendance, PTO, etc.
• Monitor individual productivity and address any performance concerns with coaching and/or other actions.
• Ensure team compliance including training completion, adherence to policies, and privacy incident reporting.
• Conduct both formal and informal feedback discussions with associates to include yearly performance reviews and regular one-on-one discussions. to ensure appropriate coaching and support.
• Quality Management (addressing critically missed elements/low scoring calls, call and case review 3 monthly).
• Risk and compliance Management (training completion and adherence to CAPA/privacy incident reporting).
• Drive program performance by establishing performance metrics & goals; provide ongoing coaching and feedback to reinforce and address performance.
• Assess team members for potential, strengths and development needs and conduct career development discussions to grow the talent pipeline.
• Analyze quality and performance reports for trends, make process improvements, provide coaching or retraining where needed.
• Drive onboarding process for the team by monitoring staffing levels, posting roles, interviewing and selecting talent for the team.
• Translate and oversee organizational strategies for assigned goals.
• Design training for team; seek ways to improve training/onboarding process; develop tools & resources; identify mentors for new hires; Investigate and partner with HR in the resolution of associate issues.
• Proactively identifying program issues & making recommendations on potential solutions.
• May participate on client conference calls, attend client meetings, or quarterly business reviews.
• Analyze quality, performance or other program reports for trends, make process improvements, and provide coaching where needed.
• May collaborate across various groups (i.e. IT, PMO, NBD) on program projects, new service line implementations, database updates, UAT.
• Manage & administer program policies & procedures.
• Disseminate information to the team through various channels: hold regular team meetings, draft written correspondence, etc.
• Collaborate with Compliance team on program audits, address audits findings and implement corrective action.
• May require periodic travel to sites or client related meetings.