ConnectiveRx

QA Engineer

• Collect and analyze data from evaluations completed by Quality Assurance Associates
• Identify trends and opportunities for program and agent performance
• Communicate/present insights to key stakeholders
• Drive action-oriented solutions based on best practices
• Mentor and train new hires and Operations Quality Associates
• Lead process improvement projects
• Complete evaluations and ensure adherence to business rules and compliance standards

Analyst, Operations QA

Business Development Rep

• Identify, build, and maintain strong relationships with customers and prospects to drive revenue and achieve monthly, quarterly, and annual sales goals.
• Lead prospecting, up-selling, and follow-up for targeted leads.
• Manage expenses within budget, maximizing efficiency of client and prospect visits.
• Develop formal business plans for ConnectiveRx business programs, focusing on sales activities targeted to market segments and individual customers or partners.
• Ensure ongoing integrated promotion of target products and services.
• Oversee collection and maintenance of CRM data, ensuring accuracy and currency.

VP, Business Development

Project Manager

• Provide leadership and guidance to project teams on project aspects
• Interface with executives to define project priorities and keep them updated on project risks and opportunities
• Set annual performance targets and conduct performance reviews
• Conduct yearly reviews for accountability of all project activities and financial deliverables
• Analyze impact of portfolio changes in projects, ensuring effective strategy identification
• Ensure appropriate project hand-off and closure, conducting final post-mortem sessions
• Manage the EPMO team and foster career development opportunities

Director, Project Management

Manager

• Manage the Care Coordination process within an assigned territory
• Establish and maintain professional and effective relationships with all internal and external customers
• Assess physicians’ needs and develop action plans that proactively mitigate delays in therapy
• Coordinate the exchange of all patient-related information with internal and external customers
• Effectively manage a database including data on each individual, their insurance, coverage approvals, on-going coverage requirements and all patient and provider interactions
• Assist in obtaining insurance approvals/denials and/or appeals for therapy
• Provide education to patients and health care providers regarding insurance requirements
• Support special projects as requested

Case Manager

• Responsible for handling customer concerns through research and communication with involved departments/service level agreements and client products
• Collaborates with internal and external partners and staff to achieve resolution of concerns
• Manage database for cases
• Responsible for timely case resolution and maintaining compliance
• Exhibit a high level of case management expertise and demonstrated leadership skills
• Utilize care coordination to address patient and physician concerns
• Obtain insurance approval for designated therapy and proactively plan to avoid the potential of delayed coverage
• Facilitate the case management process along the healthcare continuum
• Assist with Benefit Investigations upon program need.
• Work directly with Program Supervisor to resolve escalations with the team
• Own escalations from receipt to resolution
• Collaborate with leadership on training materials and agendas.
• Identify program gaps within flows or processes and collaborate with leadership on best practices.
• Collaborate on process updates and assist through implementation.

Senior Case Manager

• Evaluate work completed by Operations agents against program SOPs, WINs, business rules.
• Coach Operations agents (peer to peer) on areas of opportunity for improvement.
• Perform and document results of all quality assurance evaluations on operational products and services.
• Participate in internal, vendor, or client calibration meetings as required.
• Identify and escalate critical quality issues appropriately to senior management.
• Assist with other QA-related functions and responsibilities.

QA Associate

• Lead cross-functional projects with a medium to high degree of complexity
• Oversee the overall health of projects, ensuring requirements are established and met, deliverables are completed and reviewed, and projects are delivered on time, within scope, and within budget
• Manage two or more concurrent projects and contribute to internal working groups or departmental initiatives
• Mentor and train other project team members as needed
• Develop project plans for schedule, resources, and budget in collaboration with resource managers, team leads, Finance, and executives
• Coordinate with project teams to identify issues, risks, and opportunities and develop mitigation strategies
• Monitor and manage project quality to ensure deliverables meet contractual terms, specifications, and organizational standards
• Compile and distribute project information, status reports, and portfolio budget expenditures
• Interact with senior managers, executives, and major stakeholders to establish strategic plans and objectives
• Actively contribute to continuous improvement of project management processes and standards
• Perform other duties as assigned

Project Manager II

Onboarding Specialist

• Administer all new hire processes, including preparation and delivery of offer letters for external candidates, internal promotions, and contractor conversions.
• Process background checks.
• Partner with department managers and IT to prepare new hires for their first day.
• Enter and maintain new hire information in the Human Resource Information System (HRIS).
• File new employee paperwork.
• Present new hire orientation and organize New Hire Orientations.
• Create and maintain monthly, quarterly, and yearly reports.
• Support the Talent Acquisition department with special projects and attend regular departmental staffing meetings.
• Report to the Manager of Candidate Experience and represent HR in onboarding and recruiting functions.
• Perform other duties as assigned.

Learning and Development

• Develops, delivers, and maintains written materials, training classes, and workshops, and maintains a master training schedule that includes new hire training, nesting, as well as recurrent and specialty training.
• Conducts training evaluations and needs assessments to ensure that learners and business needs are being met.
• Delivers soft skills training such as grammar, business writing, interpersonal communication, and other related topics.
• Coordinates with the Quality team to monitor trends and make recommendations for learning needs.
• Works with Operations and Program Managers to implement onboarding of new and existing business.
• Collaborates with teammates to champion and implement professional development and leadership training programs.
• Performs other duties as assigned.
• Occasional travel, less than 10%.

Training Specialist II

• Develops, delivers, and maintains written materials, training classes, and workshops
• Maintains a master training schedule including new hires, nesting, recurrent and specialty training
• Conducts training evaluations and needs assessments
• Delivers soft skills training such as grammar, business writing, and interpersonal communication
• Coordinates with Quality team to monitor trends and recommend learning needs
• Works with Operations and Program Managers to implement onboarding of new and existing business
• Collaborates to champion and implement professional development and leadership training programs
• Works within company policies, procedures, budgets and coordinates activities and programs of designated areas
• Performs other duties as assigned

Training Specialist I

Product Manager

• Define, evolve, and execute the product roadmap for ConnectiveRx’s Salesforce-powered Hub services
• Drive strategy and adoption of Service Cloud, Experience Cloud, Einstein, Agentforce, and Data Cloud to optimize patient journeys, case management, analytics, and payer integrations
• Build, coach, and develop a high-performing team of Product Managers, Product Owners, and Business Analysts
• Partner with pharma clients to understand evolving Hub models and translate needs into scalable product capabilities
• Leverage Salesforce analytics, patient data insights, and industry benchmarks to drive product enhancements and measure impact on patient outcomes
• Align product vision with Technology, Sales, Operations, and Compliance to ensure successful delivery and adoption
• Own the strategy, roadmap, and execution of patient services that improve access, affordability, and adherence for patients
• Collaborate cross-functionally with Technology, Sales, Operations, Marketing, and Client Services

Director, Product Management, Salesforce

Program Manager

• Lead a group of Directors, Program Managers, and/or Lead Program Managers responsible for planning and executing client programs and managing client operational deliverables
• Oversee and develop Directors and Program Managers with varying levels of experience in program management
• Mentor, provide guidance and feedback to Directors, Program Managers, Supervisors, and staff
• Provide strategic input to help troubleshoot issues and remove obstacles to achieve program KPIs, SLAs, and strategic client and internal initiatives
• Work across multiple departments to ensure strong operational practices and high-quality deliverables for clients
• Identify areas for improvement while maintaining a positive and supportive leadership style
• Develop and expand client relationships with new and existing clients, ensuring all major deliverables are met
• Partner with enterprise and program quality groups to ensure standards are upheld and client issues are resolved efficiently
• Coordinate cross-departmental resources when needed
• Hire, mentor, and manage staff including Directors and Program Managers, set goals, provide feedback, oversee professional development, conduct performance reviews, and address performance issues
• Collaborate with program management, product, and IT teams to ensure timely project and brand implementation
• Improve internal processes, develop and improve operational process flows and SOPs, and support strategic planning and policy development
• Provide oversight and subject-matter expertise to ensure compliance with operational standards
• Manage portfolio profitability by working with finance and operations leadership to ensure accurate billing and staffing on a monthly basis
• Maintain ongoing client contact and support to ensure client satisfaction, creating and delivering action plans to address service-related issues
• Collaborate with other Sr. Directors to ensure consistency in operations and performance improvement across the company
• Partner with operations leadership to expand best practices at the enterprise level
• Work with legal and compliance teams to ensure all program operations adhere to industry standards, regulations, and company policies
• Perform other duties as assigned

Senior Director, Program Management

• Coach Operations agents (peer to peer) on areas of opportunity for improvement found during evaluations and collaborate with training for new hires, refresher, and nesting training
• Perform and document results of all quality assurance evaluations on operational products and services, including benefit verification cases, patient assistance cases, software support calls/emails, inbound calls, and data entry
• Participate in internal, vendor, or client calibration meetings as required (does not lead them)
• Identify and escalate critical quality issues appropriately to senior management
• Utilize analytical skills to analyze data, processes, and workflows to provide actionable coaching for Operations Agents
• Assist with other QA-related functions and responsibilities as needed to meet department and company goals
• Audit work completed by Operations agents, send feedback to Operations leadership, attend meetings, help with data analysis, and perform other duties as assigned
• Availability to work occasional evening and/or weekend hours

Human Resources

• Serve as a trusted point of contact for employees and managers, addressing concerns, conflicts, and grievances in a timely and professional manner.
• Advise employees and leadership on company policies, procedures, and best practices to promote positive working relationships and resolve issues before they escalate.
• Document findings, present recommendations, and collaborate with management to implement appropriate resolutions or corrective actions.
• Provide guidance on the interpretation of company policies, employment laws, and regulations.
• Mediate conflicts between employees or between employees and management, facilitating resolutions that are fair, consistent, and aligned with company values and culture.
• Collaborate with the Talent Acquisition team during the hiring process and post-hire to support onboarding and transition.
• Partner with the Benefits team to manage employee leaves of absence, including FMLA, short-term disability, and other job-protected leave programs.
• Provide guidance on leave rights and facilitate the leave process.
• Support the performance management review and merit cycle; coordinate with the compensation team on special projects as needed.
• Maintain accurate records of investigations, employee concerns, and resolutions, in compliance with company policies and legal requirements.
• Prepare reports and provide regular updates to leaders on trends and patterns related to turnover and employee issues.
• Promote a positive work environment by fostering open communication and addressing employee concerns proactively.
• Support employee engagement initiatives and assist with HR training as needed.

HR Generalist

• Manage highly responsive day-to-day direct client contact by responding to client requests or initiating contacts to ensure execution and delivery of ConnectiveRx solutions
• Develop client-facing communications including marketing and sales representations and account status updates
• Complete Requests for Proposals and Statements of Work with guidance from Business Development executive
• Gather information from internal resources and ensure completion and review by appropriate approvers/decisionmakers
• Provide input into the annual renewal process
• Coordinate program setup with various internal teams and clients and monitor/report on program performance
• Develop and share account activity/status updates, reporting, and invoicing
• Develop and run reports on financials or performance and analyze outputs to recommend actionable steps for clients or ConnectiveRx
• Contribute to account management strategy and recommend sales planning/revenue growth and process or service improvements
• Develop client presentations and participate in client presentations
• Other duties as assigned

Manager, Program Management

Customer Support

• Provide subject matter expertise, guidance, and instruction to a team of Specialists delivering white glove patient concierge health care services and access to care for prescription medications
• Monitor the team's progress to ensure daily deliverables and report to Supervisor for rebalancing
• Engage in peer coaching per supervisor's instructions
• Lead training sessions to advance technical proficiency in Affordability programs
• Handle escalated patient calls; refer escalation requests as needed and engage other internal areas to resolve issues
• Bring forward to management escalated technical issues, process gaps, or other opportunities
• Coordinate with the Quality and Training departments as program subject matter experts and provide feedback to improve processes and team training
• Perform other projects as assigned

Analyst, Operations QA

VP, Business Development

Director, Project Management

Case Manager

Senior Case Manager

QA Associate

Project Manager II

Onboarding Specialist

Training Specialist II

Training Specialist I

Director, Product Management, Salesforce

Senior Director, Program Management

QA Associate

HR Generalist

Manager, Program Management

Lead Patient Support Specialist, Affordability Services