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About the role
Key responsibilities & impact- 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.
Requirements
What you’ll need- Requires broad training in fields such as business or healthcare administration, accountancy, sales, marketing, computer sciences, social work or other vocations generally obtained through completion of a four year bachelor's degree program or clinical studies such as nursing, pharmacy and other clinical roles.
- Normally requires a minimum of three (3) + years of progressively related responsibility.
- General knowledge of reimbursement and patient assistance programs
- Database elements and functionality; operational policies and processes, particularly distribution processes / interfaces is preferred.
- Ability to evaluate issues, make decisions and recommend possible solutions.
- Strong interpersonal and presentation skills.
- Strong organizational skills; attention to detail.
- Ability to communicate effectively both orally and in writing.
- Proficient in Microsoft Office (Excel, Outlook, Word, PowerPoint).
- The ability to manage multiple tasks along a parallel process.
- General understanding of health care payer research, healthcare policy and payer landscape preferred.
- Ability to resolve associate issues effectively and efficiently.
- Ability to identify issues and knows when to escalate.
Benefits
Comp & perks- medical, dental, and vision care
- backup dependent care
- adoption assistance
- infertility coverage
- family building support
- behavioral health solutions
- paid parental leave
- paid caregiver leave
- training programs
- professional development resources
- mentorship programs
- employee resource groups
- volunteer activities
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
quality managementrisk managementperformance metricscoachingtraining designprocess improvementdata analysisstaffinginterviewingcompliance auditing
Soft Skills
interpersonal skillspresentation skillsorganizational skillsattention to detaileffective communicationproblem-solvingdecision-makingteam managementcoachingconflict resolution