Senior Program Management Specialist

2 weeks ago

Mason, Ohio, United States EVERSANA Company Full time
Company Overview

At EVERSANA, we take pride in being recognized as a Great Place to Work globally. Our mission is to foster a healthier world through innovative solutions. Our dedicated team of over 7,000 professionals is committed to delivering cutting-edge commercialization services to the life sciences sector. We support more than 650 clients, from pioneering biotech startups to well-established pharmaceutical firms. Our diverse range of products, services, and solutions are designed to facilitate the introduction of groundbreaking therapies to the market and assist the patients who rely on them. While our skills and talents are distinct, together we create a meaningful impact every day. Join us in our mission.

We value diversity in backgrounds and experiences across our expanding organization. Enhancing patient lives worldwide is our priority, and we seek individuals from all walks of life to help shape the future of healthcare and the life sciences industry. Our commitment to cultivating an inclusive culture is paramount, and we actively seek team members who not only excel in their respective roles but also care deeply about EVERSANA, our clients, and, most importantly, the patients we serve. We are EVERSANA.

Position Overview

ROLE SUMMARY:

The Program Management Lead acts as a subject matter expert, providing on-the-job training and assisting the team with escalated issues. This role involves close collaboration with the supervisory team to ensure that program objectives and key performance indicators are achieved. Additionally, participation in special projects and support for the Supervisor is expected.

KEY RESPONSIBILITIES:
Our team members are dedicated to achieving outstanding business outcomes through collaborative efforts. Responsibilities include:
  • Serve as a subject matter expert, offering leadership support in accordance with the business guidelines of the assigned program.
  • Deliver on-the-job training to both new and existing team members in collaboration with others.
  • Address escalated customer concerns effectively.
  • Assist with task assignments for agents in the Supervisor's absence.
  • Engage in additional tasks and projects as required.
Reasonable accommodations may be provided to enable individuals with disabilities to perform essential functions.

JOB EXPECTATIONS:
  • Maintain regular communication with clients based on program requirements.
  • Ensure compliance with program standard operating procedures (SOPs) and business policies.
  • Contribute to the development of work processes, SOPs, and training materials.
  • Monitor and uphold performance standards.
  • Support IT in testing program enhancements.
  • Assist with agent task assignments during the Supervisor's absence.
  • Exhibit professionalism, ethics, and responsibility in all interactions with customers, vendors, team members, and others.
  • Demonstrate accountability and reliability in work practices.
  • Promote a collaborative, team-oriented environment and communicate effectively with clarity.
  • Utilize innovative and critical thinking to address work and customer challenges.
  • Seek assistance through collaboration and information sharing when needed.
  • Maintain excellent attendance.
  • Effectively coach and develop associates through influence.
The above list provides a general overview of the expectations for this position and should not be interpreted as an exhaustive list of all responsibilities.

An individual in this role must be capable of successfully fulfilling the outlined expectations.

WORK ENVIRONMENT:

The requirements and work environment characteristics described here are representative of those encountered while performing the essential functions of this position.

This is primarily a sedentary role. While performing essential functions, the employee is regularly required to stand and/or sit for extended periods (up to 90%). Additionally, they are frequently required to talk or hear, type, and engage in repetitive motions, as well as reach and grasp; occasionally lifting and/or moving up to 25 pounds. The employee may intermittently need to stoop, crouch, push, pull, or kneel. Specific vision abilities required for this role include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

This position demands mental alertness. The employee must regularly communicate both verbally and in writing, concentrate on tasks, and retain and observe details. The employee must frequently adapt to changes, manage stress and emotions, and think analytically.

This role operates in a professional office setting and routinely utilizes standard office equipment.

The noise level in the work environment is typically moderate, with frequent interruptions and multiple demands.

EVERSANA is committed to fostering a diverse workforce. We are an Equal Opportunity Employer, making decisions without regard to race, color, religion, sex, national origin, age, veteran status, disability, or any other protected class. Applicants must be able to pass a drug test and background investigation.

Qualifications

MINIMUM REQUIREMENTS:

The qualifications listed below represent the experience, education, knowledge, skills, and/or abilities required.
  • High School Diploma or GED with 6 years of experience, or an Associate's Degree with 4 years of experience, including:
    • At least 2 years of call center/operations experience in a pharmaceutical or payer environment.
    • At least 2 years of experience with EVERSANA.
  • Exceptional oral, written, and interpersonal communication skills, with the ability to engage with a diverse group.
  • Strong presentation and training capabilities.
  • Excellent organizational skills with the ability to manage multiple tasks and resolve complex issues.
  • Highly customer-focused.
  • Ability to obtain pharmacy technician registration.
  • Knowledge of the healthcare and/or pharmaceutical industry.
  • Proficient computer skills, including a working knowledge of Microsoft Word, Excel, and PowerPoint.
PREFERRED QUALIFICATIONS:
  • Experience in medical billing and coding.
Additional Information

OUR CULTURAL BELIEFS:

Patient-Centric I prioritize the best interests of the patient.

Client Satisfaction I take ownership of every client interaction and its impact on outcomes.

Proactive Approach I am empowered and empower others to take action promptly.

Talent Development I take responsibility for my growth and invest in the growth of others.

Collaborative Success I connect passionately with anyone, anywhere, anytime to achieve results.

Effective Communication I advocate for transparent, thoughtful, and timely dialogue.

Diversity and Inclusion I foster an environment of awareness and respect.

Continuous Innovation I approach everything I do with boldness and creativity.

Since its inception, Diversity, Equity & Inclusion have been fundamental to EVERSANA's success. We are an Equal Opportunity Employer, and our workforce comprises individuals with diverse strengths, experiences, and backgrounds who share a commitment to enhancing patient lives and driving innovation in the healthcare sector. Diversity encompasses not only race and gender identity but also age, disability status, veteran status, sexual orientation, religion, and many other facets of identity. Every employee's perspective is vital to our success, and fostering inclusion is a collective responsibility.

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