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Associate Program Manager - Call Center Patient Support Services - Remote

IQVIA

IQVIA

Customer Service, Operations
Northborough, MA, USA
Posted on Tuesday, February 27, 2024

​​**The purpose of this posting is to build up our database with candidates who have a skill set that meet the requirements below for future opportunities**

Responsible for the daily operational effectiveness of a dedicated team within the copay support division. Ensures the proper completion of all daily tasks in a timely fashion while 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. IQVIA 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 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, 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 workload amongst team members, as needed to accommodate vacation and illness.
  • Manage your team member’s workloads to effectively manage cost and reduce overtime.
  • Audit and verify team members work to ensure information accuracy.
  • Work cross-functionally with QA and 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:

  • Bachelor’s Degree or equivalent combination of education and experience.
  • Minimum 1 year managing with team lead experience.
  • Minimum 2 years’ experience in pharmacy, healthcare, medical billing, insurance verification or similar 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

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.

care.

  • 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.

Leadership

  • 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 performance.

Professionalism

  • 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.

IQVIA 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.

#LI-CES

IQVIA is a leading global provider of advanced analytics, technology solutions and clinical research services to the life sciences industry. 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. Learn more at https://jobs.iqvia.com

We are committed to providing equal employment opportunities for all, including veterans and candidates with disabilities. https://jobs.iqvia.com/eoe

IQVIA’s ability to operate and provide certain services to customers and partners necessitates IQVIA and its employees meet specific requirements regarding COVID-19 vaccination status. https://jobs.iqvia.com/covid-19-vaccine-status

The potential base pay range for this role is $65,000-$70,000 annually. The actual base pay offered may vary based on a number of factors including job-related qualifications such as knowledge, skills, education, and experience; location; and/or schedule (full or part-time). Dependent on the position offered, incentive plans, bonuses, and/or other forms of compensation may be offered, in addition to a range of health and welfare and/or other benefits.