Program Manager (call center operations)

Program Manager

AssistRx has engineered the perfect blend of technology and talent to provide life sciences companies with an efficient solution to improve patient uptake, visibility, and outcomes. Our talented team members provide therapy and healthcare system expertise to help patients achieve better results from care.

A growing organization, AssistRx views our people as our strongest asset. Join us as we continue to make a difference....

The purpose of the Program Manager is to serve pharmaceutical clients by planning and implementing program strategy and operations, improving systems and processes, and managing staff. The position requires strong leadership, coordination, scheduling, recruiting, communication, staff development, project leadership, and process re-design responsibilities, emphasizing excellence. Reports to Director, Pharmacy.

Responsibilities include :

• Maintains and improves call center operations by monitoring system performance, identifying and resolving problems, preparing, and completing action plans.
• Establish, monitor, analyze and report on KPIs related to effective patient access processes and initiatives as required by client contract and statement of work.
• Screening candidates, hires, leads, and develops departmental associates by communicating job expectations, planning, monitoring, appraising, and reviewing job contributions, enforcing policies and procedures.
• Works in partnership with the training department to create meaningful and measurable educational training curriculum, responsible for oversight and delivery of "on the spot training as needed."
• Maintains professional atmosphere among team members, respectful and transparent.
• Accomplishes organizational goals by accepting ownership of accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
• Handles escalated calls, complaints, questions, and queries as necessary.
• Collaborates with call center management staff to execute programs to facilitate conversion, compliance, and adherence.
• Prepares agenda items and content for client meetings and quarterly reviews.
• Additional responsibilities as needed based on department and program requirements.