Program Manager (call center operations)

ZipRecruiter; Orlando (FL); On-site; USD 90,000 - 120,000; Full time

Job summary

A leading company in the healthcare sector is seeking a Program Manager to oversee operations and strategy for pharmaceutical clients. This role involves improving systems, managing staff, and ensuring excellence in service delivery. The ideal candidate will have extensive healthcare experience and strong leadership skills, fostering a collaborative and efficient work environment.

Benefits

Supportive, progressive, and fast-paced environment

Competitive pay structure

Matching 401(k) with immediate vesting

Medical, dental, vision, life, and short-term insurance

Qualifications

• Minimum of 7 years of healthcare industry experience, including 3 years in management.

Responsibilities

• Maintain and improve call center operations by monitoring performance and resolving issues.
• Screen candidates, hire, lead, and develop departmental staff.

Skills

Leadership

Communication

Problem-Solving

Interpersonal Skills

Tools

Microsoft Office

Microsoft Teams

Job description

AssistRx has engineered the perfect blend of technology and talent to provide life sciences companies with efficient solutions to improve patient uptake, visibility, and outcomes. Our talented team members bring therapy and healthcare system expertise to help patients achieve better results from care.

A growing organization, AssistRx values our people as our strongest asset. Join us as we continue to make a difference.

Job Description:

The Program Manager will serve pharmaceutical clients by planning and implementing program strategy and operations, improving systems and processes, and managing staff. This role requires strong leadership, coordination, scheduling, recruiting, communication, staff development, project leadership, and process re-design skills, with an emphasis on excellence. The Program Manager reports to the Director of Pharmacy.

• Maintain and improve call center operations by monitoring system performance, resolving issues, and implementing action plans.
• Establish, monitor, analyze, and report on KPIs related to patient access processes and initiatives, as required by client contracts and statements of work.
• Screen candidates, hire, lead, and develop departmental staff by communicating expectations, planning, monitoring, appraising, and reviewing contributions, and enforcing policies.
• Collaborate with the training department to create meaningful educational curricula and oversee on-the-spot training as needed.
• Maintain a professional, respectful, and transparent atmosphere among team members.
• Achieve organizational goals by taking ownership of new requests and exploring opportunities to add value.
• Handle escalated calls, complaints, questions, and queries as necessary.
• Partner with call center management to execute programs that facilitate conversion, compliance, and adherence.
• Prepare agenda items and content for client meetings and quarterly reviews.
• Perform additional responsibilities based on department and program needs.

Requirements:

• Minimum of 7 years of healthcare industry experience, including 3 years in management.
• Ability to manage both direct and indirect reports.
• Advanced problem-solving skills with the ability to work cross-functionally to resolve issues and generate results.
• Proficiency in Microsoft Office and Teams.
• Thorough understanding of business operations and processes.
• Excellent interpersonal skills and influencing abilities.
• High level of confidence, integrity, enthusiasm, and a personality suited to a fast-paced, energetic, and proactive environment.
• Experience in Specialty or Mail Order Pharmacy.

Benefits:

• Supportive, progressive, and fast-paced environment
• Competitive pay structure
• Matching 401(k) with immediate vesting
• Medical, dental, vision, life, and short-term insurance

AssistRx is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration regardless of various protected categories. Employment offers are conditional upon successful background checks and verification of work eligibility in the United States. Sponsorship and work authorization are not available for this position.