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 KPI’s 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
Accomplish 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

Minimum 7 years of healthcare industry experience, including 3 years of management experience
Ability to manage others, both direct and indirect
Advanced problem-solving skills with the ability to work cross-functionally to resolve issues and generate results among potentially conflicting constituencies.
Skilled in the use of Microsoft Office and Team
Thorough understanding of business operations and processes required.
Excellent interpersonal skills and ability to influence.
High-level of confidence, integrity, enthusiasm, a personality that fits a fast-paced, energetic, and proactive organization.
Experience in Specialty or Mail Order Pharmacy (preferred).

Program Manager – Specialty Pharmacy

About this role