Senior Program Supervisor

Valeris, Inc.; Raleigh (NC); On-site; USD 65,000 - 95,000; Full time

Benefits offered by this job

Medical, dental & vision plans

401(k) with match

Paid Time Off & holidays

Job summary

Valeris, Inc. is seeking a Senior Supervisor in Raleigh, NC to lead a patient services team delivering accurate, timely experiences for complex medication access. You will guide daily program operations, enforce client rules, and ensure adherence to SLAs while coaching staff for ongoing performance improvements.

You will hire and develop team members, partner with HR for staffing needs, and maintain high levels of confidentiality and quality in all records and processes.

Qualifications

• 2+ years of healthcare industry experience.
• Bachelor’s degree strongly preferred, but relevant patient services experience will be considered in lieu of degree.
• Experience leading customer service teams is a plus.
• Strong leadership and accountability for results.

Responsibilities

• Oversee daily program operations.
• Ensure adherence to Service Level Agreements.
• Implement and manage client-specific business rules.
• Recruit, train and develop the team; coordinate with HR as needed.
• Coach staff and monitor performance; provide timely feedback.
• Report adverse events/product inquiries per SOP and GMP.
• Maintain compliance with SOPs and corporate policies.
• Collaborate with stakeholders to meet program goals.

Skills

Leadership

Team management

Healthcare experience

Customer service leadership

Communication

Emotional intelligence

Confidentiality

Attention to detail

Education

Bachelor's degree

Tools

CRM software

MS Office

Job description

Valeris is a fully integrated life sciences commercialization partner that provides comprehensive solutions that span the entire healthcare value chain. Formed by the merger of PharmaCord and Mercalis, Valeris revolutionizes the path from life sciences innovation to real-life impact to build a world in which every patient gets the care they need. Valeris works on behalf of life sciences companies to improve the patient experience so that patients can access and adhere to critical medications. Backed by proven industry expertise, a deep commitment to patient care, the latest technology, and exceptionally talented team members, Valeris provides the data and strategic insights, patient support services and healthcare provider engagement tools to help life sciences companies successfully commercialize new products. Valeris provides commercialization solutions to more than 500 life sciences customers and has provided access and affordability support to millions of patients. The company is headquartered in Morrisville, North Carolina and Jeffersonville, Indiana. To learn more about Valeris, please visit www.valeris.com.When you join the team as a Senior Supervisor, you'll have the opportunity to make a difference in the lives of our patients each day as they look to you as part of their dedicated support team for helping them navigate the tricky process to getting access to their complex medication. You will provide leadership to a team who will compassionately deliver an exceptional experience to many patients per day always remembering that every prescription or document belongs to a real person who is looking for thorough and efficient management of their records. You'll adjust your approach to their needs by communicating clearly, focusing on the accuracy of the details of their medical records and your mastery of the program requirements, and ensuring their prescriptions or cases are handled timely.Key Responsibilities:Daily program operational managementEnsures contracted Service Level Agreement adherenceResponsible for the implementation and on-going management of client specific business rulesProactively communicates to team daily to ensure engagement and alignment to daily program operations and goalsTeam hiring, development and trainingEnsures daily program staffing levels are consistent with daily program needsEnsure that direct reports receive the training needed to be proficient in their rolesWorks proactively with Human Resources to develop a steady pipeline of potential candidates as needed to meet current and future program needsProvides consistent, timely coaching and development for direct reports for a functional areaReporting of Adverse Events/ Product Complaint inquiries received in accordance with SOP and good manufacturer practicesUtilize Valeris’ values as the driving force behind the team’s successOn time adherence to training deadlines for all corporate policies and proceduresEnsure all SOPs are followed with consistencyPerform additional tasks or projects as assignedQualifications:2+ years of experience in the healthcare industryBachelor’s degree or higher strongly preferred, but relevant patient services experience will be considered in lieu of degreeIdeally, this candidate is currently a supervisor within ValerisPrevious personnel/team management experienceKnowledge of the specialty drug product marketplace, health insurance claims processing, and commercialization of products and working with manufacturers is a plusPrevious experience leading customer service teams is a plusExceptional leadership skills with the ability to engage and motivate the team for ongoing program resultsService minded; focus on recognizing and meeting the needs of others (especially patients and care partners)Accountability for results and team performanceAbility to plan and prioritize tasks and strong attention to detailAbility to manage disruptive impulses and handle potentially stressful situationsProficient emotional intelligence (ability to recognize emotions and their effects)Ability to handle personal health information with confidentialityCommitment to honesty and integrityProfessionalism and a strong sense of proper business and customer service etiquetteClear verbal and written communication skillsProficient computer skillsAdaptability to changePersonal initiative and commitment to team and organizational goalsAbility to work effectively within a teamA positive attitude!Physical Demands & Work EnvironmentWhile performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to sit for long periods of time, use hands to type, handle or feel; and reach with hands and arms. Prefer candidates who can type at least 35 words per minute with 97% accuracy.Although very minimal, flexibility to travel as needed is preferred.This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, etc.Why Work for Valeris?We’re committed to supporting the well-being and success of our team members. As part of our organization, full-time employees can expect:Medical, dental, and vision plans, including HSA- and FSA-eligible options, with Valeris contributing toward premium costsAdditional health support, including telehealth and Employee Assistance Program (EAP) servicesCompany match on Health Savings Account contributionsFree Basic Life and AD&D coverage equal to your annual earnings, with a minimum of $50,000 and a maximum of $300,000Company-paid Short-Term Disability coverage, with the option to purchase Long-Term Disability401(k) Retirement Savings Plan with 100% match on the first 5% you contribute, with immediate vestingPaid Time Off (PTO) and Sick Leave to support work-life balanceTeam members receive nine paid holidays plus two floating holidaysOpportunities for advancement in a company that supports personal and professional growthA challenging, stimulating work environment that encourages new ideasWork for a company that values diversity and makes deliberate efforts to create an inclusive workplaceA mission-driven, inclusive culture where your work makes a meaningful impactAny offer of employment is contingent upon the successful completion of a background check and, depending on the position, a drug screen in accordance with company standards. Please note that this job description is not intended to be an exhaustive list of all duties, responsibilities, or activities associated with the position. Responsibilities and tasks may be modified at any time, with or without notice.Our Commitment to Equal OpportunityAt Valeris, we don’t just accept difference – we celebrate it, support it and we thrive on it for the benefit of our employees, our products and our community. Valeris is proud to be an equal opportunity employer.