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Program Manager

Aplica ya
Mapa de ubicación: Northborough, Massachusetts, United States Full time R1233014

Descripción del trabajo

Job Title: Program Manager

Reports To: Director of Patient Support Services

Position Summary:

Responsible for the daily operational effectiveness of a dedicated team within the manufacturer support division.Ensures the proper completion of all daily tasks in a timely fashion whiles ensuring compliance with all standard operating procedures.

The information contained herein is intended to be an accurate reflection of the duties and responsibilities of the individuals assigned to this position. They are not intended to be an exhaustive list of the skills and abilities required to do the job. AllCare Plus Pharmacy reserves the right to revise the job or to require that other or different tasks be performed as assigned.

Primary Responsibilities:

Oversee the performance of the various “clusters” within the call center Work closely with the Program Director and the Executive 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, free drug dispensing 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 work load amongst team members, as needed to accommodate vacation and illness. Manage your team member’s work loads to effectively manage cost and reduce overtime Audit and verify team members work to ensure information accuracy Work cross-functionally with dedicated QA 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:

Associate’s Degree or equivalent previous management experience Minimum 3 years’ experience in pharmacy, healthcare, medical billing, insurance verification or similar experience Minimum 1 year managing a team of three or more, or completion of HR Manager training with team lead experience, or Quality and Training Management experience. Exceptional communication and facilitation skills, both verbal and written, with a proven ability to communicate to all levels of the organization Data entry skills and ability to type 30wpm+

Preferred Qualifications:

Experience verifying insurance eligibility and coverage including but not limited to: benefits, pre-certification and referrals, reimbursement Previous supervisory experience of remote staff Prior experience with patient support programs including but not limited to copay assistance, free drug/bridge, education and adherence High aptitude for navigating specialty therapeutics with both pharmacy and medical benefit designs

Professional Competencies:

Business Skills and Knowledge

  • General Management

Demonstrate analytic and problem solving skills, and understand the impact of individual

decisions on other parts of the organization and the environment.

  • Risk management

Knowledge of liability and compliance regulation, the ability to employ strategies to

mitigate risk, avoid malpractice and plan for disasters.

  • Quality improvement

Application of techniques that continually improve the quality of care provided, patient

safety, organizational performance, and the financial health of the organization.

Knowledge of the Health Care Environment

  • Health Care Systems and Organizations

Demonstrate an understanding of how the various components of the health care

system is organized and financed, and how they interact to deliver medical and health


  • The Patient’s Perspective

Understand the patient experience, demonstrate a commitment to patients’ rights and

responsibilities, and ensure that the organization provides a safe environment for

patients and their families.

Communication and Relationship Management

  • Relationship Management

The ability to build and maintain relationships with internal as well as external

stakeholders that are anchored in trust and where decision-making is shared.

  • Communication Skills

Be able to utilize verbal, written and presentation skills to communicate an

organization’s mission, vision, values and priorities to diverse audiences.


  • The ability to inspire individual and organizational excellence, create and attain a shared vision

and successfully manage change to attain the organization’s strategic ends and successful



  • The ability to align personal and organizational conduct with ethical and professional standards

that include a responsibility to the patient and community, a service orientation, and a

commitment to lifelong learning and improvement.

AllCare Plus Pharmacy, Inc. is an Equal Opportunity Employer that complies with applicable state and local laws governing nondiscrimination in employment. We provide equal employment opportunities to all employees and applicants without regard to race, color, religion, sex, national origin, age, disability or genetics.

At IQVIA, we believe in pushing the boundaries of human science and data science to make the biggest impact possible – to help our customers create a healthier world. The advanced analytics, technology solutions and contract research services we provide to the life sciences industry are made possible by our 70,000+ employees around the world who apply their insight, curiosity and intellectual courage every step of the way. Learn more at

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other status protected by applicable law.

IQVIA, Inc. provides reasonable accommodations for applicants with disabilities.  Applicants who require reasonable accommodation to submit an application for employment or otherwise participate in the application process should contact IQVIA’s Talent Acquisition team at to arrange for such an accommodation.

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