Associate Program Manager, Affordability Remote

Associate Program Manager

As the only global provider of commercial solutions, IQVIA understands what it takes to deliver nationally and internationally. Our teams help biopharma, medical device and diagnostic companies get their therapies to the people who need them. We help customers gain insight and access to their markets and ultimately demonstrate their product's value to payers, physicians and patients. A significant part of our business is acting as the company's sales force to physicians or providing nurses to educate patients or prescribers. With the right experience, you can help deliver medical breakthroughs in the real world.

The Associate Program Manager is responsible for the daily operational effectiveness of a dedicated team within the copay support division. Additionally, this role ensures the proper completion of all daily tasks in a timely fashion while ensuring compliance with all standard operating procedures.

Primary Responsibilities

• Oversee the performance of the various "clusters" within the call center.
• Work closely with the Program Director and the Management Team to meet departmental goals and performance.
• Plan, review and optimize workflows within the call center.
• Ensure employee training and quality of work is always above expectations.
• Oversee accurate completion of data entry, benefits, funding, and other related daily tasks to ensure compliance with SOP's and SLA's.
• Ensure the KPI's are aligned with daily activities and tasks.
• Schedule and delegate workload amongst team members, as needed to accommodate vacation and illness.
• Manage your team member's workloads to effectively manage cost and reduce overtime.
• Audit and verify team members work to ensure information accuracy.
• Work cross-functionally with QA and Trainers for optimal training, onboarding, and continuous development of staff.
• Answer staff and customer questions and recommend corrective services to address customer complaints.
• Provide product / service information by answering questions, aiding customers, providers, and fellow employees.
• Work with call center leadership to identify improvements and provide plan of action on improvements.
• Complete all employee documentation in a timely manner, including annual performance appraisals.

Required Qualifications

Professional Competencies

Business Skills and Knowledge

Knowledge of the Health Care Environment

Communication and Relationship Management

Leadership

Professionalism