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Senior Program Management Specialist
2 months ago
Job Family: Customer Service & Engagement
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 our dedicated team of over 7,000 professionals who are committed to delivering cutting-edge commercialization services to the life sciences sector. We support more than 650 clients, ranging from innovative biotech startups to established pharmaceutical enterprises. Our diverse products, services, and solutions are designed to facilitate the introduction of groundbreaking therapies to the market and assist the patients who rely on them. Together, we strive to make a significant impact every day.
Diversity and Inclusion: We celebrate diversity in backgrounds and experiences, as improving patient lives worldwide is our utmost priority. We seek individuals from all walks of life to help shape the future of healthcare and the life sciences industry. Our inclusive culture is cultivated by our people, and we are intentional about the team dynamics we create. We value team members who are not only skilled but also deeply care about EVERSANA, our clients, and the patients we serve.
Position Overview: 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, the Lead participates in special projects and offers support to the Supervisor.
Key Responsibilities:
- Serve as a subject matter expert, delivering leadership support in accordance with the business rules of the assigned program.
- Facilitate on-the-job training for both new and existing team members.
- Address and resolve escalated customer concerns.
- Assist with task assignments for agents in the absence of the Supervisor.
- Engage in additional tasks and projects as required.
Expectations:
- Maintain regular communication with clients based on program requirements.
- Ensure compliance with program standard operating procedures (SOPs) and business rules.
- Contribute to the development of work processes, SOPs, and training materials.
- Monitor and uphold performance standards.
- Collaborate with IT on testing program enhancements.
- Foster a results-oriented, professional, and ethical approach in all interactions.
- Encourage a collaborative, team-focused environment with clear and transparent communication.
- Utilize innovative and critical thinking to address work and customer challenges.
- Support the coaching and development of associates through influence.
Working Environment: This position is primarily sedentary, requiring the employee to stand or sit for extended periods. Regular tasks include verbal and written communication, concentration on assignments, and attention to detail. The role operates within a professional office setting, utilizing standard office equipment.
Qualifications:
- High School Diploma or GED with a minimum of 6 years of experience, or an Associate's Degree with at least 4 years of experience, including 2 years in a call center or operations role within a pharmaceutical or payer environment.
- Prior experience with EVERSANA is preferred.
- Exceptional communication skills, both oral and written, with the ability to engage with a diverse audience.
- Strong organizational abilities, capable of managing multiple tasks and solving complex issues.
- Customer-focused mindset with a solid understanding of the healthcare and pharmaceutical industries.
- Proficient in Microsoft Word, Excel, and PowerPoint.
Our Cultural Beliefs: At EVERSANA, we prioritize patient-centricity, client satisfaction, proactive action, talent development, teamwork, effective communication, diversity, and continuous innovation. We believe that a diverse workforce is crucial to our success, and we are committed to fostering an inclusive environment where every employee's perspective is valued.
