ConnectiveRx

Program Manager

• 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

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

QA Engineer

• 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

QA Associate

• 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

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

Manager, Program Management

HR Generalist

QA Associate

Senior Director, Program Management

Lead Patient Support Specialist, Affordability Services