Job Openings Program Manager

About the job Program Manager

As a Program Manager joining our team, you'll have the opportunity to make a positive impact in the lives of our patients every day. They will rely on you and your team for support in navigating the complex process of accessing their medication. Your leadership and compassion will ensure an exceptional experience for many patients daily. Additionally, you will serve as the program knowledge expert, providing consultation to our clients and seeking opportunities to optimize the program's impact for continued patient support.

The responsibilities of the Program Manager include, but are not limited to:

  1. Operational Program Management:

  • Understanding client objectives and incorporating them into program service goals

  • Ensuring that the company complies with the contracted service level in executing program services

  • Being accountable for the management of the client service request queue, including both completed and work-in-progress requests

  • Taking responsibility for the implementation and ongoing management of client-specific business rules

  • Proactively identifying opportunities for program improvements, both in the scope of service and the efficiency of service delivery

  • Evaluating data and providing actionable insights that drive the program forward, consistent with client objectives.

  1. Financial:

  • Monitoring and providing weekly updates on items that impact the program's financial forecast

  • Preparing an activity summary for the development and review of client monthly invoices.

  1. Team Selection, Hiring, Training, and Development:

  • Identifying talent for open positions, including the development of internal candidates to prepare for promotional opportunities

  • Partnering with HR to ensure program staffing levels are always met

  • Working proactively with Human Resources to develop a steady pipeline of candidates

  • Driving training, development, and retention of the team.

  1. Client Support.

  • Preparing, reviewing, and analyzing client-specific operational results

  • Taking primary responsibility for preparing client business review meetings with operational metrics and data insights

  • Serving as the point of contact for program and operational queries and issue resolution

  • Ensuring that client reporting of Adverse Events/Product Complaints are in accordance with work instructions

This role may be a good fit for you if you possess the following personal attributes:

  • Demonstrating critical thinking and complex problem-solving skills while managing operational challenges

  • Being able to engage and motivate a team, either directly or through Program Supervisors (if applicable)

  • Having exceptional tech-savvy skills, including the ability to understand complex platforms, data, and technical language

  • Enjoying drawing actionable insights from program data and analytics

  • Showing initiative and commitment to team and organizational goals

  • Being in tune with your emotional intelligence, including the ability to recognize emotions and their effects and manage disruptive impulses and potentially stressful interactions

  • Being able to manage a large team, which may include multiple Supervisors, and being a skilled multi-tasker who can successfully manage competing priorities

  • Accepting accountability for personal and team performance and acting with integrity

  • Being adaptable and able to handle change with flexibility

  • Being innovative and open to new ideas, achievement-driven, and constantly striving to improve or meet a standard of excellence

  • Communicating clearly and articulately with a positive attitude.

Requirements for Education & Experience:

  • Minimum 5 years of experience in the healthcare industry

  • Bachelor's degree is mandatory; Master's degree is preferable

  • Previous experience in personnel/team management is essential, while managing managers is an advantage

  • Familiarity with the specialty drug product marketplace, health insurance claims processing, and commercialization of products, as well as working with manufacturers, is an added bonus

  • Leading customer service teams in the past is a plus

  • Fluency in English and Spanish or Chinese/Mandarin is an additional advantage

Additionally, due to the company's investment in program-specific training, candidates are expected to maintain the role for a minimum of one year, particularly within a client-facing position, before being considered eligible for lateral or promotion-level moves. The company values collaboration, employee development, and promotion from within, so exceptions will be reviewed on a case-by-case basis to assess business need and service impact.