Note: The job is a remote job and is open to candidates in USA. EVERSANA is a global company committed to creating a healthier world through next-generation commercialization services for the life sciences industry. The Program Management Lead serves as a subject matter expert, providing training and support to the team while ensuring program goals and performance indicators are met.

Responsibilities

• Act as a SME providing leadership support according to business rules of assigned program
• Provide on-the-job training to new and existing team members in partnership
• Resolve escalated customer issues
• Assist with agent task assignment in Supervisor’s absence
• Other tasks and projects as assigned
• Manage regular communication with the client dependent on program
• Ensure adherence and compliance to program SOPs and business rules, policies and procedures
• Assist in developing work processes, SOPs, and training materials
• Measure and maintain performance against standards
• Assist IT with testing of program enhancements
• Focus on results in a professional, ethical, and responsible manner when dealing with customers, vendors, team members, and others
• Accept being accountable and responsible in work practices and expectations. Delivers what is promised
• Foster a collaborative, team-oriented attitude. Communicates effectively with others with clarity and transparency
• Uses innovative critical and creative thinking to evaluate and solve work and customer issues
• Seeks assistance in solving work problems through collaboration and information seeking
• Excellent attendance
• Ability to effectively coach and develop associates with influence

Skills

• High School Diploma or GED and 6 years of experience or Associates Degree and 4 years of experience
• Experience above to include 2 years of call center/operations experience in a pharma or payer setting
• Experience to include 2 years of EVERSANA experience
• Excellent oral, written, and interpersonal communication skills, with ability to interact with a diverse group
• Strong presentation and training skills
• Strong organizational skills with ability to handle multiple tasks and solve complex problems
• Highly customer focused
• Ability to obtain a pharmacy technician registration
• Knowledge of healthcare and/or pharmaceutical industry
• Strong computer skills with a working knowledge of Microsoft Word, Excel, and PowerPoint
• Medical billing and coding experience

Company Overview